Florence Mohammed
Montreal
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
Work History
Massage Therapist
SerenityFlo Wellness
03.2021 - Current
- Promoted wellness by educating clients on self-care and stress management techniques.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Researched new techniques to stay up to date with trends and developments in massage therapy industry.
Massage Therapist
Blu Wellbeing
05.2021 - 06.2022
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Increased client satisfaction by providing exceptional service and maintaining a clean, comfortable environment.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
Front Desk Guest Service Agent
Le Centre Sheraton
07.2011 - 03.2021
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
Front Desk Guest Service Agent
Hilton Garden Inn Hotel
07.2010 - 07.2011
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
Front Desk Guest Service Agent
Quality Inn Hotel
04.2010 - 07.2010
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
Education
Certificates - Deep Tissue, Prenatal, Cupping, Lymphatic Drainage
A Plus Therapy
Montreal, QC06.2023
Massage Therapist Certification -
Ikra Massage School
Montreal, QC03.2021
Diploma Of Vocational Studies - Hotel Receptionist
John F. Kennedy Business Centre
Montreal, QC06.2010
High School Diploma -
LaurenHill Academy
Saint-Laurent, QC06.2006
Skills
- Continuing education
- Relationship building and management
- Business Management
- Front Desk Management
- Service Optimization
Languages
English
Full Professional
Timeline
Massage Therapist
Blu Wellbeing
05.2021 - 06.2022
Massage Therapist
SerenityFlo Wellness
03.2021 - Current
Front Desk Guest Service Agent
Le Centre Sheraton
07.2011 - 03.2021
Front Desk Guest Service Agent
Hilton Garden Inn Hotel
07.2010 - 07.2011
Front Desk Guest Service Agent
Quality Inn Hotel
04.2010 - 07.2010
Certificates - Deep Tissue, Prenatal, Cupping, Lymphatic Drainage
A Plus Therapy
Massage Therapist Certification -
Ikra Massage School
Diploma Of Vocational Studies - Hotel Receptionist
John F. Kennedy Business Centre
High School Diploma -
LaurenHill Academy
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