Donna Godbout
Bathurst,NB
Summary
Dynamic Bilingual Customer Service Representative with over 29 years of experience handling incoming calls, resolving customer issues, inputting orders, and processing shipments. Native French speaker and fluent in English. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
29
29
years of professional experience
Work History
Service Coordinator
Social Development
Grand-Sault/Grand Falls, NB
06.2024 - 05.2025
- Coordinated client service requests and ensured timely responses.
- Assisted in organizing community outreach programs and events.
- Managed scheduling for service appointments and resource allocation.
- Facilitated communication between clients and service providers effectively.
- Updated program documentation to reflect current policies and procedures.
- Collected feedback from clients to improve service delivery processes.
- Coordinated service schedules and appointments with clients.
- Handled incoming calls and inquiries from customers regarding services offered.
- Monitored email and phone communication to provide prompt responses and solutions.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Provided customer service to ensure client satisfaction.
- Provided timely feedback to management on service failures and customer concerns.
- Maintained accurate records of services provided for each client.
- Toggled between multiple systems and databases to look up information and update records.
- Determined strategies to enhance customer experiences, consistently meeting or surpassing expectations.
Bilingual Customer Service Representative
Marriott International Hotels
Fredericton, New Brunswick
01.2014 - 09.2022
- Provided exceptional customer service to guests in multiple languages.
- Resolved guest inquiries and complaints promptly and professionally.
- Coordinated room bookings and ensured accurate reservation details.
- Collaborated with team members to enhance guest satisfaction initiatives.
- Managed phone calls and responded to emails in a timely manner.
- Maintained knowledge of hotel services and local attractions for guests.
- Displayed patience and understanding when dealing with difficult situations.
- Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Maintained an up-to-date knowledge of company's products and services to ensure accuracy when responding to customer inquiries.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Adhered to company policies and procedures regarding customer service standards.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Took ownership of each call by listening attentively to understand individual needs.
- Leveraged multilingual skills to review, record and organize written data from variety of sources.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Educated customers on how best utilize their purchased products or services.
- Met or exceeded sales goals regularly by consistently promoting relevant items to callers.
- Consulted with customers regarding needs and addressed concerns.
- Communicated effectively with other departments throughout the organization to ensure seamless service delivery.
Bilingual Customer Service Representative
Delta Hotels
Grand-Sault/Grand Falls, NB
01.2009 - 06.2014
- Provided exceptional customer service to guests in multiple languages.
- Resolved guest inquiries and complaints promptly and professionally.
- Coordinated room bookings and ensured accurate reservation details.
- Collaborated with team members to enhance guest satisfaction initiatives.
- Managed phone calls and responded to emails in a timely manner.
- Maintained knowledge of hotel services and local attractions for guests.
- Displayed patience and understanding when dealing with difficult situations.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Maintained an up-to-date knowledge of company's products and services to ensure accuracy when responding to customer inquiries.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Adhered to company policies and procedures regarding customer service standards.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Provided translation assistance for customers with limited English proficiency.
- Took ownership of each call by listening attentively to understand individual needs.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Educated customers on how best utilize their purchased products or services.
- Met or exceeded sales goals regularly by consistently promoting relevant items to callers.
- Ensured compliance with applicable laws and regulations related to customer service duties.
- Consulted with customers regarding needs and addressed concerns.
- Provided feedback to management regarding potential areas of improvement within the department or organization as a whole.
- Communicated effectively with other departments throughout the organization to ensure seamless service delivery.
- Resolved customer complaints and issues promptly and professionally.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Hairdresser - Hairdresser
08.1989 - 05.1990
Skills
- Client coordination
- Documentation management
- Appointment coordination
- Needs assessment
- Problem resolution
- Attention to detail
- Time management
- Conflict resolution
- Team collaboration
- Customer focus
- Team leadership
- Proficiency in office programs
- Customer expectation management
- Community resource expertise
- Accurate recordkeeping
- Program follow-up and assessment
- Goal setting
- Telephone communication
- Detail orientation
- Ongoing client support
- Interpersonal communication
- Risk assessment
- Maintaining client records
- Customer service
- Multitasking capacity
- Data entry software
- Career development
- Verbal and written communication
- Behavioral management
- Team development
- Human Development Understanding
- Reliability
- Housing resources
- Self motivation
- Problem-solving
- De escalation tactics
- Data analysis
- Multitasking
- Maintain records
Download Information
10/18/25, 04/07/25, 04/08/25
Languages
English
Proficient (C2)
C2
French
Proficient (C2)
C2
Certification
- Hairdresser Certification
- Multiple customer services course throughout my years
References
References available upon request.
Timeline
Service Coordinator - Social Development
06.2024 - 05.2025
Bilingual Customer Service Representative - Marriott International Hotels
01.2014 - 09.2022
Bilingual Customer Service Representative - Delta Hotels
01.2009 - 06.2014
Jon Raymond Institute - Hairdresser , Hairdresser
08.1989 - 05.1990
Polyvalente Thomas Albert - ,