GARY HEER
East Gwillimbury
Summary
Dedicated customer service professional with expertise in fostering relationships and enhancing client experiences in fast-paced settings. Skilled in engaging customers, identifying needs, and clarifying complex information to promote optimal solutions. Committed to delivering exceptional service and customer support in reaching their objectives.
Overview
3
3
years of post-secondary education
12
12
years of professional experience
Work History
Customer Care Associate
Tech Mahindra
03.2025 - 01.2026
- Delivered exceptional customer service while resolving inquiries, complaints, and complex issues to ensure high satisfaction.
- Identified customer needs and successfully promoted/upsold telecom products and services, consistently meeting individual and team sales targets.
- Built rapport with customers and provided clear explanations of product features and digital tools to enhance their experience.
- Collaborated with team members to improve service processes and contribute to a positive, target-oriented work environment.
- Utilized CRM software to track customer issues and follow-ups effectively.
- Processed orders, returns, exchanges, refunds and payments accurately.
Manager
Chicken Hutt
East Gwillimbury
01.2018 - 01.2025
- Acted as the primary point of contact for customers, providing friendly and professional service both in-person and via phone/email/chat.
- Engaged customers proactively, identified opportunities, and drove sales through thoughtful product recommendations and upselling.
- Built and maintained long-standing customer and vendor relationships through consistent engagement and community events.
- Managed daily operations efficiently while resolving customer issues promptly with empathy and effective solutions.
- Trained and developed staff on customer service standards, contributing to improved team performance and customer satisfaction.
Receptionist
Abu Dhabi National Hotels
01.2017 - 11.2017
- Provided smooth front desk service, managing check-ins/outs, night audits, and multi-line phone operations for a 400-room property.
- Streamlined front desk operations, managing check-ins/outs, night audits, and multi-line phone systems for a 400-room property.
- Coordinated with multiple departments to resolve guest needs quickly and professionally.
- Ensured accurate guest records and digitized documentation, showcasing strong attention to detail.
- Collaborated with multiple departments to address guest needs efficiently and professionally.
Front Desk Associate
The Lalit Hotel
06.2015 - 05.2016
- Managed check-in/check-out processes and reservations for 200 rooms, ensuring seamless guest experiences through personalized service.
- Developed custom travel itineraries and resolved complaints effectively to ensure positive experiences.
- Processed cash transactions and maintained accurate financial records to support operational integrity.
- Executed diverse administrative duties such as filing paperwork, entering data into computer systems, photocopying documents.
Industrial Trainee
Lemon Tree Hotels
06.2014 - 04.2015
- Supported operations in front office, food service, and food production.
- Assisted in daily operations of front desk and guest services.
- Coordinated housekeeping schedules to maintain cleanliness standards.
- Supported food and beverage service in restaurants and cafes.
Education
Bachelor's - Hospitality and Catering Technology
CHITKARA UNIVERSITY
06.2012 - 06.2015
Skills
- Exceptional Customer Service
- Customer Relationship Building
- Simple Sales & Upselling
- Proactive Client Engagement
- Effective Communication
- Team Collaboration
- Problem Solving & Needs Analysis
- Time Management & Organization
- Digital Proficiency
Timeline
Customer Care Associate
Tech Mahindra
03.2025 - 01.2026
Manager
Chicken Hutt
01.2018 - 01.2025
Receptionist
Abu Dhabi National Hotels
01.2017 - 11.2017
Front Desk Associate
The Lalit Hotel
06.2015 - 05.2016
Industrial Trainee
Lemon Tree Hotels
06.2014 - 04.2015
Bachelor's - Hospitality and Catering Technology
CHITKARA UNIVERSITY
06.2012 - 06.2015