Summary
Overview
Work History
Education
Skills
Timeline
Generic

HELENA TRAN

Banff,AB

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Roam Transit
Banff, Alberta
05.2024 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Barista

Evelyn's coffee bar
Banff, AB
08.2022 - 01.2024
  • Greeted customers and took orders for coffee drinks, food items, and other beverages.
  • Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
  • Operated cash registers to process customer payments.
  • Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
  • Stocked shelves with ingredients needed to make coffee drinks.
  • Ground beans for espresso shots according to individual customer specifications.
  • Labeled containers of milk for use in coffee drinks according to expiration dates.
  • Ensured all equipment was maintained in proper working order according to manufacturer's instructions.

Housekeeping Supervisor

Soho Hotel and Residence Toronto
04.2022 - 08.2022
  • Obtains list of vacant rooms which need to be cleaned immediately and list of prospective check outs in order to prepare work assignments
  • Assigns workers their duties, and inspects work for conformance to prescribed standards of cleanliness
  • Advises manager or desk clerk of rooms ready for occupancy
  • Inventories stock to ensure adequate supplies
  • Investigates complaints regarding housekeeping service and equipment, and assists manager with corrective action
  • Examines rooms, halls, and lobbies to determine need for repairs or replacement of furniture or equipment, and makes recommendations to management
  • Conducts orientation training of new employees to explain company policies, housekeeping work procedures, and to demonstrate use and maintenance of equipment
  • Records data concerning work assignments, Grand Performer actions, and time records, and prepares periodic reports
  • Attends periodic staff meetings with other department heads to discuss company policies and guest complaints, and to make recommendations to improve service and ensure more efficient operation
  • Assists manager in preparing reports concerning room occupancy, payroll expenses, and department expenses
  • Plans work schedules to ensure adequate service.

Housekeeping Supervisor

Hilton Missisauga/Meadowvale
10.2021 - 04.2022
  • Maintain the whole building to make sure cleaning standards are met and amenities function properly
  • Lead, train and supervise Room Attendants and Houseperson on a floor or designated area to ensure all rooms and public areas meet established cleanliness and quality standards
  • Work with marketing and sale department to set up site rooms
  • Assess inventory , assign for cleaning and inspect room
  • Verify and report status and/or discrepancies of rooms
  • Monitor payroll reports, work schedules, lost and found program, stock rooms and carts and designated inventories
  • Operations to ensure efficient maintenance and repair of items related to guest rooms and public areas
  • Respond to special guest requests in a timely, friendly and efficient manner

Housekeeping Supervisor

Banff Rocky Mountain Resort
Banff, AB
04.2021 - 10.2021
  • Maintain general hygiene of the property
  • Perform a room check in a meticulous way to make sure all the rooms are spotless to sell
  • Investigating and dealing with complaints regarding poor hygiene, shortage of supplies
  • Work in close contact with other supervisors, housemen and managers to provide sufficient needs to housekeepers who are in need
  • Provide training to new staffs
  • Work with other supervisors to make sure the whole team is running smoothly and on time
  • Managing, devising tasks for each housekeepers and move them to help other rooms if needed
  • Be detailed-oriented about standard, hygiene quality to minimize hygiene complaints

Front Desk Agent

Silver Star Mountain Resort
11.2020 - 04.2021
  • Perform check-in and check-out tasks
  • Greet guests and respond to guest inquiries, requests and issues in a timely, friendly and professional manner through in-person com-munication, emails and phone calls
  • Verify guests’ identity and credit card data
  • Efficiently communicate with housekeeping to ensure all rooms are clean and ready to accommodate new guest arrivals
  • Provide information about hotel, restaurants, nearby attractions, available room and amenities
  • Make sure to log all important information in the daily log to pass over to the subsequent shift
  • Print off shift reports and run cash- out to admin

Receptionist

Hot Nails Salon and Spa
London, Ontario
02.2019 - 11.2020
  • Pick up calls, mark down appointments, process cancelled appoint-ments in a customer-service manner
  • Greet guests with great smile and friendly manner
  • Provide answers to guests in terms of product quality, price on phone or in in-person interactions
  • Be able to recommend guest services that are the best fit for them
  • Deal with complaints from guests in terms of customer dissatisfaction
  • Keep reception area clean and organized to offer positive first im- pression to every visitor
  • Direct clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions
  • Process cash register, debit/credit payment
  • Be able to provide and maintain excellent customer service

Education

Associate of Applied Science -

Hospitality Fanshawe College
London, Canada, ON
04.2020

Bachelor of Arts - English Linguistics And Literature

The University Of Social Sciences And Humanities - Ho Chi Minh
Vietnam
05.2018

Skills

  • Multi-line telephone skills
  • Office supplies purchasing
  • Detail-orientation
  • Data entry ( MS Word, Ms Excel, MS Powerpoint)
  • Customer Service Skills
  • Communication Skills
  • Customer relationship management
  • Employee training
  • Guest relations

Timeline

Customer Service Representative

Roam Transit
05.2024 - Current

Barista

Evelyn's coffee bar
08.2022 - 01.2024

Housekeeping Supervisor

Soho Hotel and Residence Toronto
04.2022 - 08.2022

Housekeeping Supervisor

Hilton Missisauga/Meadowvale
10.2021 - 04.2022

Housekeeping Supervisor

Banff Rocky Mountain Resort
04.2021 - 10.2021

Front Desk Agent

Silver Star Mountain Resort
11.2020 - 04.2021

Receptionist

Hot Nails Salon and Spa
02.2019 - 11.2020

Associate of Applied Science -

Hospitality Fanshawe College

Bachelor of Arts - English Linguistics And Literature

The University Of Social Sciences And Humanities - Ho Chi Minh

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HELENA TRAN