Flavia Pimenta
Vancouver,BC
Summary
Personable and proactive with passion for delivering exceptional guest experiences. Demonstrates solid understanding of customer service principles, coupled with strong communication and problem-solving skills. Committed to creating welcoming environment and ensuring high levels of guest satisfaction.
Overview
3
3
years of professional experience
Work History
Guest Service Representative Call Center (Hybrid)
Mt Seymour Resorts Ltd
11.2024 - Current
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Assisted in emergencies as required while adhering strictly to safety protocols.
Guest Experience Specialist
Rocky Mountaineer
03.2023 - Current
- Developed strong relationships with guests, fostering loyalty and repeat business through attentive service and genuine care.
- Maintained accurate guest preferences and history records for tailored experiences during future stays.
- Consistently deliver exceptional customer service, resulting in increased positive feedback and return visits.
- Created a comfortable environment for guests.
- Provided accurate information regarding local attractions, restaurants, and activities.
- Conducted regular staff training on guest relations best practices, elevating the overall level of service provided by team members.
- Accurately processed and communicated concerns and incidents to our Destination team, and internal and external partners, and resolved or escalated as required.
Warehouse Shipper
The Hillman Group Inc.
11.2021 - 10.2022
- Ensured timely deliveries for customer satisfaction by closely monitoring shipments and proactively addressing potential issues.
- Improved accuracy in order fulfillment through meticulous attention to detail when picking, packing, and labeling orders.
- Conducted periodic audits of stored items, identifying discrepancies and taking corrective action as needed.
- Managed inventory control, verifying quantities received against invoices and updating system records accordingly.
- Developed and maintained good working relationships with fellow employees, delivery drivers and vendors.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
Education
College Diploma - Animation
Seneca College of Applied Arts And Technology
North York, ON04-2020
Bachelor of Arts - Graphic Design
Universidade Salvador - UNIFACS
Salvador, Bahia12-2015
Skills
- Customer service
- Computer skills
- Data entry proficiency
- Documentation and reporting
- Detail-oriented
- Attentive Learner
Languages
English
Full Professional
Portuguese
Native or Bilingual
Nominated for the Vancouver Tourism Award 2024
Rocky Mountaineer believed I represent the core values of a great customer service and decided to nominated me for the VTA 2024. It was a honor to represent a company that teaches me so much about creating memorable life-experiences for our customers and brings me so much joy to be part of.
Timeline
Guest Service Representative Call Center (Hybrid)
Mt Seymour Resorts Ltd
11.2024 - Current
Guest Experience Specialist
Rocky Mountaineer
03.2023 - Current
Warehouse Shipper
The Hillman Group Inc.
11.2021 - 10.2022
College Diploma - Animation
Seneca College of Applied Arts And Technology
Bachelor of Arts - Graphic Design
Universidade Salvador - UNIFACS
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