Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katrina Serena

Toronto

Summary

Dynamic customer service professional with extensive experience in high-volume, guest-facing environments. Holds a Bachelor of Science in Hotel and Restaurant Management, along with post-graduate training in Music Business. Expertise includes strong administrative, scheduling, and front-desk skills, ensuring exceptional guest satisfaction and seamless operations. Recognized for a commitment to efficiency, professionalism, and adept problem-solving in fast-paced settings, consistently delivering results that enhance the overall guest experience.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

APTO Connect
10.2020 - 01.2025
  • Managed and scheduled high-volume appointments for clients, tenants, and brokers using multiple software platforms.
  • Resolved scheduling conflicts and ensured seamless coordination across stakeholders.
  • Responded promptly to inquiries via phone, chat, and email, supporting lead generation and maintaining strong client relations.
  • Maintained precise digital records and reports while ensuring strict confidentiality and accurate database management.
  • Implemented new scheduling software, reducing booking errors and improving client satisfaction.

Office Admin Intern

Coalition Music
09.2022 - 12.2022
  • Updated artist one-sheets, hype sheets, and promotional materials, ensuring accuracy and timely delivery.
  • Tracked invoices, expenses, and submissions to support financial accuracy and reporting.
  • Coordinated marketing deliverables and social media tracking for campaigns, enabling data-driven decision-making.
  • Assisted in planning and processing applications for music showcases and events.

Front-End Supervisor

Sobeys
06.2013 - 08.2019
  • Oversaw daily front-end operations, ensuring smooth workflow and high customer satisfaction.
  • Implemented pricing corrections and transaction audits, improving accuracy and reducing errors.
  • Managed cash handling, end-of-day deposits, and reconciliation procedures.
  • Trained and mentored team members in customer service and operational standards.

Front Desk Associate / Purchasing Staff

Discovery Suites
  • Coordinated with housekeeping, maintenance, and vendors to resolve guest issues efficiently.
  • Managed guest payments, billing, and record-keeping with precision.
  • Provided guest check-in and check-out services, processed reservations, and responded to inquiries promptly.
  • Ordered and tracked hotel supplies, maintained inventory, and communicated with suppliers to resolve discrepancies.

Education

Post-Graduate Certificate - Music Business

Humber College
Toronto, ON
01.2022

Bachelor of Science - Hotel & Restaurant Management

University of Santo Tomas

Skills

  • Front Desk Operations & Guest Service
  • Reservations & Scheduling Systems
  • Cash Handling & Reconciliation
  • Conflict Resolution & Complaint Management
  • Administrative Support & Office Coordination
  • Multi-Line Phones & Communication Skills
  • Team Training & Leadership
  • Google Workspace & Microsoft Office Suite, Canva, Slack, Squarespace

Timeline

Office Admin Intern

Coalition Music
09.2022 - 12.2022

Customer Service Representative

APTO Connect
10.2020 - 01.2025

Front-End Supervisor

Sobeys
06.2013 - 08.2019

Front Desk Associate / Purchasing Staff

Discovery Suites

Post-Graduate Certificate - Music Business

Humber College

Bachelor of Science - Hotel & Restaurant Management

University of Santo Tomas

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Katrina Serena