Jenny Pening
9 Brownlee Ave, Woodbridge ,ON
Summary
Enthusiastic and adaptable professional hotel receptionist with exceptional multitasking abilities. Experienced in providing administrative support and skilled in handling multiple tasks simultaneously. A call center supervisor with a proven track record of top-ranked production in inbound and outbound call centers for 8 years. Consistently recognized for delivering high volume, high quality work within deadline-intensive settings across telecommunications, healthcare, and law firm US-based accounts.
Overview
11
11
years of professional experience
Work History
Housekeeping Room Attendant
Courtyard by Marriott Toronto Vaughan
2024.05 - Current
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Improved room turnaround times by efficiently managing daily tasks and prioritizing room assignments.
Call Center Supervisor
Select Voicecom Ph
2019.01 - 2023.03
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
Customer Service Associate Team Leader
Convergys Philippines
2015.06 - 2018.10
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
- Managed and monitored customer service team performance to ensure adherence to quality standards.
- Ensured the successful resolution of customer inquiries in a timely manner.
- Provided guidance, mentoring and training for new customer service associates.
- Conducted regular one-on-one meetings with team members to review individual goals and objectives.
Front Office Receptionist
Residencia Hotel Boracay
2013.03 - 2015.05
- Answered phone calls, transferred calls, took messages, and provided information to callers.
- Greeted customers and visitors in a professional manner.
- Scheduled appointments for clients and recorded all client data into the system.
- Prepared invoices for customers according to company procedures.
Education
Post-graduate Certificate - Hospitality And Tourism Management
Niagara College Canada
2024-08
Bachelor of Science - Hotel And Restaurant Management
STI College
2015-05
Skills
- Call Center Operations
- Inbound and Outbound Call Handling
- Complaint Handling and Issue Resolution
- Telephone Sales and Customer Support
- Customer Service Excellence
- Data Entry and Database administration
- Excellent Communication Skills
- Trainer
Languages
English
Full Professional
Timeline
Housekeeping Room Attendant
Courtyard by Marriott Toronto Vaughan
2024.05 - Current
Call Center Supervisor
Select Voicecom Ph
2019.01 - 2023.03
Customer Service Associate Team Leader
Convergys Philippines
2015.06 - 2018.10
Front Office Receptionist
Residencia Hotel Boracay
2013.03 - 2015.05
Post-graduate Certificate - Hospitality And Tourism Management
Niagara College Canada
Bachelor of Science - Hotel And Restaurant Management
STI College
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