Hashan Joseph
Customer Care Representative
Toronto,ON
Summary
Experienced residential development professional with a commitment to delivering an exceptional Client experience. An analytical business person as well as a practiced team leader, Bringing a structured hands-on approach. Adept at administering and executing complex projects with exceptional ability to meet deadlines and exceed goals and is always open to collaborative ideas and efforts to make everyone's experience the best it can possibly be.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Customer Care Representative
Menkes Developments
11.2022 - Current
- Perform Quality Assurance, Pre-Delivery, Delivery, 30-day, year-end and Warranty Service Inspections
- Respond to questions and requests from purchasers via telephone, email or in-person
- Provide follow-up and issue resolution with clients
- Make assessments on requests for warranty service using the Tarion Construction Performance Guidelines and the Company’s standards of service and best practice
- Assist in coordinating the completion of warranty work within Tarion timelines
- Work in a collaborative manner with the Warranty Service Manager, Construction and Residential Property Management Teams in order to problem-solve
- Report trends and escalations to Management in a timely manner
- Participate in the handling of administrative tasks of the Site Office
- Complete service requests and work orders in a timely manner through JDE warranty software
Lead Guest Service Agent
JLL Capital One
11.2018 - 11.2022
- Assist in providing exceptional customer service for guests, visitors and employees
- Respond and follow up with requests and communicate with all levels of management
- Organize and maintain office operations
- Maintain conference room reservations, including coordinating room set up with building porter
- Manage concerns associated with all building services including: janitorial, mailroom, copier services, parking, badging, and conference rooms
- Coordinate and schedule all office building maintenance activities
- Collaborate with the facility management team
- Perform periodic inspections of the facility to ensure a clean and well-maintained facility.
- Identified potential risks and escalated them to ensure no incident or disruption of operations
- Complete tickets in a timely manner through Corrigo facility management system
Client Experience Specialist
Novotel Toronto Vaughan Centre
09.2015 - 11.2018
- Responsible for maintaining high quality Novotel brand standard
- Ability to work with limited supervision
- Collect customer requests and data
- Provide guests with prompt service, professional attention and personal recognition
- Respond to user emails and social media messages
- Assist each guest in a friendly, efficient, professional manner in all Guest Services related functions while maintaining a high standard of service and hospitality at all times
- Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Ability to effectively communicate with colleagues and guest in a friendly and positive manner
- Responsible for day-to-day incoming guest telephone inquiries and addressing them accordingly
- Managed over 50 customer calls per day and increased sales by 10%
Guest Service Agent
Holiday Inn Toronto Downtown Centre
02.2014 - 07.2015
- Canada's flagship Holiday Inn; Consisting of 513 rooms
- Responsible for maintaining IHG high quality of service and brand standard
- Responsible for day-to-day incoming guest telephone inquiries and addressing them accordingly
- Ability to effectively communicate with colleagues and guest in a friendly and positive manner
- Assist each Guests in a friendly, efficient, professional manner in all Guest Services related functions while maintaining a high standard of service and hospitality at all times
- Provide guests with prompt service, professional attention and personal recognition
- Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
Education
Diploma - Hospitality Management
Centennial College
09.2011 - 05.2014
Skills
Ability to lead, motivate and coach
Ability to resolve issues with a sense of urgency
- Work effectively with others in a fast-pace Environment
Time management and organizational skills
Ability to work to aggressive and critical timelines
General oral and written communications
- Very Verse in Microsoft office (Word, Excel, Powerpoint)
Very Verse in Opera Property Management System
- Very Verse in Corrigo Facility Management System
Very Verse in JDE warranty software
Ability to move forward on multiple projects at the same time
Timeline
Customer Care Representative
Menkes Developments
11.2022 - Current
Lead Guest Service Agent
JLL Capital One
11.2018 - 11.2022
Client Experience Specialist
Novotel Toronto Vaughan Centre
09.2015 - 11.2018
Guest Service Agent
Holiday Inn Toronto Downtown Centre
02.2014 - 07.2015
Diploma - Hospitality Management
Centennial College
09.2011 - 05.2014
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