Debbie Da Silva
Toronto,ON
Summary
Highly-motivated team player, with the desire to take on new challenges. Exceptional time management and complex problem solving skills. Natural leadership talent with a motivational approach. Adept at working effectively unsupervised and quickly mastering new skills. Maintaining the ability to complete multiple tasks simultaneously and follow through to achieve project goals. Flexible and focused with expertise in building and maintaining client trust and relationships. A Forward thinking leader, seeking a role where I can work independently within a dynamic team.
Overview
13
13
years of professional experience
Work History
Client Service Coordinator
Blyss Salon
01.2020 - 02.2024
- Provided excellent customer service to clients by responding promptly to inquiries and resolving any issues in a timely manner.
- Developed strong relationships with clients through regular contact and follow-up communication.
- Managed client accounts, including billing, payments and scheduling of services.
- Assisted with the preparation of presentations, reports and other documents related to client services.
- Coordinated the implementation of new projects, ensuring that all deadlines were met or exceeded.
- Analyzed customer feedback surveys to identify areas for improvement in customer service processes.
- Researched industry trends and competitor offerings in order to stay ahead of the competition.
- Developed strategies for dealing with difficult customers while maintaining a professional demeanor.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
Entertainment Director
Carnival Cruise Line
01.2015 - 01.2019
- Greeted guests and provided information regarding available entertainment activities.
- Organized, set up, and managed the daily operations of event spaces.
- Provided customer service to patrons on a variety of topics including game rules and regulations.
- Assisted with crowd control during high-volume events.
- Monitored gaming areas for any issues that may arise.
- Created fun and engaging experiences for guests by providing interactive games and activities.
- Ensured compliance with all safety standards while hosting events.
- Conducted pre-event meetings with staff to discuss expectations, roles, and responsibilities.
- Provided guidance and support to new hosts in order to help them become acclimated with their role.
- Developed promotional material used to advertise upcoming events.
- Collaborated closely with other departments within the organization on various initiatives.
- Coordinated logistics related to special events such as transportation, catering.
- Implemented creative ideas for enhancing guest experience at various events.
- Communicated clearly with coworkers using radio, phone and text to stay on top of operations needs.
Guest Services Associate
Carnival Cruise Line
01.2011 - 01.2015
- Maintained a service culture throughout the Guest Services team
- Conducted oneself in a professional and courteous manner at all times with guests and shipboard employees
- Greeted all guests and crew with a friendly and sincere welcome, making sure to acknowledged name and past loyalty when appropriate
- Used a positive and clear speaking voice, taking the time to understand all requests in detail
- Responded to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively
- Complied with the Carnival Look
- Performed all duties and responsibilities in accordance with environmental and safety policies
- Ensured that proper telephone etiquette is always used; answering calls within 3 rings using a positive tone and clear English pronunciation.
Account Manager
IQPC International
Toronto, ON
03.2008 - 2010
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Provided training and guidance to new Account Managers.
- Negotiated contracts with clients to maximize profitability.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Generated leads through cold calling activities.
- Ensured compliance with industry regulations when dealing with clients.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Built and maintained productive relationships with customers and internal partners.
- Sourced new opportunities to introduce products and services to potential customers.
Education
Hospitality and Tourism Operations Management - Tourism -Travel Studies
George Brown College Alumni
Toronto, ONSkills
- Client Relationship Management
- Attention to Detail
- Time Management
- Creativity and Innovation
- Social Media Savvy
- Analytical problem solver
- Excellent communication skills
- Goal Setting
- Continuous Improvement
References
References are available on request.
Timeline
Client Service Coordinator
Blyss Salon
01.2020 - 02.2024
Entertainment Director
Carnival Cruise Line
01.2015 - 01.2019
Guest Services Associate
Carnival Cruise Line
01.2011 - 01.2015
Account Manager
IQPC International
03.2008 - 2010
Hospitality and Tourism Operations Management - Tourism -Travel Studies
George Brown College Alumni
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