Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Betul Guzenge

Burnaby,BC

Summary

Throughout my career in different industries, I have believed the importance of predicting and understanding customer expectations and behavior. My aim has always been not only meeting these expectations but also exceeding them by providing personalized and exceptional service.
This approach has not only made me to receive numerous letters of appreciation from customers but has also significantly bolstered customer loyalty and revenue in the operations I have been involved in.
Successfully applying the CRM, which I studied and assimilated as a university student many years ago , in my business life brought me together with the desire to professionalize in Salesforce, the world's most used CRM software.
I am excited and willing to help for improving the business of the company where I will work for using my strong knowledge in Salesforce Customization, Integration, Security Access , Flow Building , Automation, Data Validation, Reports and Dashboard and more.

Overview

18
18
years of professional experience

Work History

Salesforce Administrator / Developer -Internship

Salesforce
02.2023 - Current
  • Design Profiles , Role based on Organization role hierarchy and Record-level and Field -Level security and configured their sharing settings
  • Customize Salesforce Application , Permission sets and Validation rules.
  • Develop Automations and defined related tasks, time triggered tasks , email alert, field update to implement business logic.
  • Design , develop page layout, components, custom objects , custom tabs to reach the needs of organizations.
  • Building the security model for the organization using Security Roles, Field Accessibility, Organization Wide Default Setting , Profiles, Field Level Security , Permission Set and Sharing Settings.
  • Implement picklist , dependent picklist , lookups, master detail relationship , validation and formula fields to the custom objects.
  • Develop several Custom Report & Dashboards to better assist mangers and report folder to provide report accessibility to appropriate personnel .
  • Data migration using Data Loader and load data from CSV file .
  • Skilled on Case Management , captured cases from the company's website.
  • Manage Auto response rules if customers approached beyond the business hours .

Baker

COBS Bread Bakery
03.2022 - 07.2023
  • Produced consistently high-quality baked goods for customers.
  • Operated and maintained bakery equipment, including ovens and mixers.
  • Complied with health and safety codes to protect staff and customers.
  • Collaborated with team members to complete tasks and maintain smooth running of bakery.

Baker

Cupcakes Metrotown
09.2021 - 03.2022
  • Managed customer service operations, including taking orders and resolving complaints.
  • Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
  • Resolved customer concerns with positive approach and constructive strategies.
  • Operated cash registers and processed payments accurately.
  • Coordinated food deliveries to guarantee timely arrival of supplies.

Reservation Agent

Raffles Hotel
05.2017 - 07.2018
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Generated and reported performance metrics to management to inform decision-making.

Reservation Supervisor

Hilton Worldwide ( Cluster Reservation Office )
03.2013 - 09.2014
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Maintained awareness of types of rooms available in different resort locations.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.

Front Desk Executive

Hilton Worldwide Hotels
04.2010 - 03.2013
  • Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Conducted financial audits on scheduled basis.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Resolved guest complaints by addressing issues with rooms promptly.

English Tutor

American Culture Association Language School
11.2009 - 04.2010
  • Developed student confidence through positive reinforcement strategies.
  • Improved students' written and verbal English skills through personalized learning programs.
  • Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.

Senior Front Office and Reservation Agent

Macakizi Hotel Bodrum
05.2007 - 09.2009
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Handled billing information over phone.
  • Worked closely with front desk to achieve full occupancy of property.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

Travel Agent

Castle Travel
06.2005 - 09.2006
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Followed up with customers to increase customer service with travel plans.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Developed promotional materials for travel packages to market hot destinations.

Education

Salesforce

Yoll Academy
USA
08.2023

Bachelor - Travel Agency Management And Tourism Guide

Adnan Menderes University
Aydin/ Turkey
05.2009

Skills

  • Salesforce Administration
  • Salesforce Development
  • Salesforce Sales & Marketing Cloud
  • Salesforce Lightning
  • Apex
  • Html
  • JavaScript
  • CSS
  • Microsoft Office
  • Onq
  • Opera
  • Fidelio
  • Micros
  • Agile
  • GitHub

References

 

  • Helen Barabash

COBS BREAD Franchisee Lougheed Mall, Burnaby

Ukrainian Bakery 

  • Nazli Irem

Executive Assistant Manager of Rooms at Raffles Hotel Istanbul

  • Ayse Merze

Director of Operations Hilton Istanbul Bomonti

  • Halil Ertan

General Manager 

Kolin Hotel Spa & Convention Center


Timeline

Salesforce Administrator / Developer -Internship

Salesforce
02.2023 - Current

Baker

COBS Bread Bakery
03.2022 - 07.2023

Baker

Cupcakes Metrotown
09.2021 - 03.2022

Reservation Agent

Raffles Hotel
05.2017 - 07.2018

Reservation Supervisor

Hilton Worldwide ( Cluster Reservation Office )
03.2013 - 09.2014

Front Desk Executive

Hilton Worldwide Hotels
04.2010 - 03.2013

English Tutor

American Culture Association Language School
11.2009 - 04.2010

Senior Front Office and Reservation Agent

Macakizi Hotel Bodrum
05.2007 - 09.2009

Travel Agent

Castle Travel
06.2005 - 09.2006

Salesforce

Yoll Academy

Bachelor - Travel Agency Management And Tourism Guide

Adnan Menderes University

Similar Profiles

CREATE PROFILE
Betul Guzenge