Colleen Roguski
Penticton,BC
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
17
17
years of professional experience
Work History
Front Desk Agent
Fairfield Inn And Suites By Marriott
07.2020 - Current
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Prepared weekly employee work schedules for team members.
- Responsible for group sales bookings
Account Manager Specializing in HR Compliance
Bongarde Media
11.2012 - 03.2019
- Was the primary point of contact and built long term relationships with clients.
- Helped clients through email,phone.
- Took clients online for presentations which included screen sharing to guide them through the program.
- Ensure the timely and successful delivery of our solutions according to the clients needs and objectives.
- Responsible for keeping current clients satisfied by delivering exceptional client service on a day to day basis.
- Monitored and analyzed clients usage of our product.
- Responsible for working with the sales team to on board and integrate new clients and developing existing client relationships.
- Consistently met/exceeded monthly sales quotas.
- Managed account escalations.
- Collaborate with other departments to ensure resolution of issues.
- Excellent communication skills, both verbal and written
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Skilled at working independently and collaboratively in a team environment
- Demonstrated respect, friendliness and willingness to help wherever needed
Sales Representative
Bongarde Media
04.2012 - 11.2012
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Developed and delivered engaging sales presentations to convey product benefits.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Cold-called leads and closed large number of new sales over several months.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Exceeded goals for new accounts in single sales cycle.
- Documented customer interactions using SalesForce to capture data in processing system.
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
Administrative Assistant/Sales
Pizazz International
08.2006 - 06.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Coordinated upcoming trade shows throughout Western Canada.
- Booked locations and appropriate utilities for trade show booths.
- Crated and organized all documentation that was required for each show and ensured that it went with each designated truck.
- Coordinated domestic travel arrangements including booking air fair, hotel and transportation.
- Managed all online orders and made sure they were shipped in a timely fashion.
Education
High School Diploma -
Brooks Composite High School
Brooks, ABDiploma - Business Administration
Medicine Hat College
Medicine Hat, AB05.1984
Skills
- Superior customer service
- Time Management
- Hospitality Service
- Guest Services
- Problem-Solving Skills
- Cash Handling
- Professional Relationships
- POS Systems
Timeline
Front Desk Agent
Fairfield Inn And Suites By Marriott
07.2020 - Current
Account Manager Specializing in HR Compliance
Bongarde Media
11.2012 - 03.2019
Sales Representative
Bongarde Media
04.2012 - 11.2012
Administrative Assistant/Sales
Pizazz International
08.2006 - 06.2008
High School Diploma -
Brooks Composite High School
Diploma - Business Administration
Medicine Hat College
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