DAYNA MITCHELL
Edmonton
Summary
Dedicated customer service professional with 5+ years of experience in supervisory roles, excelling in team mentorship, customer satisfaction, and operational efficiency. Adept at resolving customer concerns, streamlining processes, and delivering exceptional service. Proficient in fostering strong team dynamics and exceeding performance metrics in high-pressure environments.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Itel BPO Smart Solutions
03.2021 - 01.2023
- Delivered courteous and professional responses to customer inquiries and suggestions
- Mentored and trained team members to enhance productivity and service delivery
- Implemented actionable strategies to improve key performance metrics
- Resolved complex customer issues promptly via phone and email channels
- Fostered a collaborative team culture through effective communication and feedback
Bar Supervisor
Iberostar Hotels & Resorts
09.2019 - 03.2021
- Managed bar operations, including opening and closing procedures
- Trained staff to uphold service excellence, boosting guest satisfaction and loyalty
- Monitored inventory levels and coordinated ordering of supplies to maintain efficiency
- Resolved customer concerns swiftly to ensure a positive dining experience
Front Desk Receptionist
Hilton Hotel & Resorts
12.2017 - 08.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Collections Agent
Teleperformance
10.2016 - 10.2017
- Provided exceptional customer service during payment collection calls
- Consistently achieved and exceeded collection performance goals
- Maintained a professional demeanor when handling challenging customer interactions
- Successfully recovered revenue by engaging customers with overdue accounts
Education
Certificate - Hospitality and Tourism
Carl's Practical & Waitering
08.2016
High School Diploma -
William Knibb Memorial High School
11.2014
Skills
- Excellent Verbal and Written Communication
- Customer Relationship Management
- Conflict Resolution and Complaint Handling
- Team Training and Mentorship
- Administrative and Technical Proficiency
- Multicultural Sensitivity and Inclusion
- Food & Beverage Operations
- Multitasking and Time Management
- Problem-Solving and Decision-Making
- Attention to Detail and Accuracy
- Empathy and Active Listening
- Time management
Languages
English
Full Professional
Timeline
Customer Service Supervisor
Itel BPO Smart Solutions
03.2021 - 01.2023
Bar Supervisor
Iberostar Hotels & Resorts
09.2019 - 03.2021
Front Desk Receptionist
Hilton Hotel & Resorts
12.2017 - 08.2019
Collections Agent
Teleperformance
10.2016 - 10.2017
High School Diploma -
William Knibb Memorial High School
Certificate - Hospitality and Tourism
Carl's Practical & Waitering
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