Leah Douglas
Toronto,ON
Summary
Organized and motivated individual eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Groups Coordinator
Red Label Vacations
5343 Dundas St West, ON
03.2023 - 02.2024
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Assisted customers in selecting the best possible package with the least expense.
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Prepared customized itineraries based on customer needs and preferences.
- Processed payments from clients via cash or credit cards.
- Handled customer complaints in a professional manner to ensure satisfaction with the service provided.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Collaborated with colleagues to stay abreast of changes in the industry related to new products or services offered by competitors.
- Advised customers on necessary documents needed for international travel such as passport applications or visa requirements.
- Maintained relationships with travel partners and vendors.
GROUP SALES AGENT
Sunwing
Toronto
06.2022 - 01.2023
- Responded promptly to customer queries to increase overall satisfaction
- Built and established strong relationships with customers, enabling long-term partnerships
- Stayed current on customer trends and requirements
- Used knowledge of company products and services to recommend solutions to customers
- Developed strong relationships with clients to grow business networks.
CAFÉ BARISTA & SERVER
Young Centre for The Performing Arts
Toronto
04.2015 - 03.2019
- Operated cash register, collected payments, and provided accurate change
- Prepared and served coffee, espresso drinks, blended coffees, and teas
- Maintained calm demeanor during high-volume periods and special events
- Maintained clean and organized workspace, enabling coworkers to locate resources and product
- Memorized official and off-menu coffee and tea preparations
- Described menu items to customers and suggested products based on stated preferences
- Received and accurately processed customer payments
- Supported highest standards of conduct and service to support company reputation
- Managed morning rush of customers daily with efficient, levelheaded customer service
- Created complex, hand-crafted beverages based upon customer preferences
- Weighed, grounded, and packed coffee to prepare customer orders.
ASSOCIATE TRAINER
Panera Bread Bakery Café
Toronto
07.2013 - 10.2014
- Instructed new team members on how to complete tasks
- Made recommendations to improve training based upon observations and feedback from trainees
- Provided answers to questions, imparted methods to improve work, and worked closely with employees during probationary period
- Created new and improved strategies for teaching employees in order to maximize understanding and interest in process.
OffiCE CLERK
Wings Neuro Rehab Inc
Toronto
06.2012 - 09.2012
- Kept office records organized and supplies well-stocked for optimal team performance
- Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction
- Maintained office supplies inventory by checking stock and ordering new supplies
- Supported office clerical functions using word processing and other software, email, and office machines
- Oversaw office inventory by restocking supplies and submitting purchase orders.
Education
DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT AND EVENT -
Humber Institute of Technology & Advanced Learning
05.2018
Skills
- Client Needs Assessment
- Service Quality
- Customer Support
- Customer Relationship Management
- Information Updates
- Customer Retention
- Transaction Reporting
- Customer Satisfaction
- Effective Customer Communication
- Professional Relationships
- Service Delivery
- Knowledge Base
- Client Rapport-Building
- Interpersonal Communication Skills
Additional Information
- OTEC Customer Service Skills Certified
- Leadership Award
- Good Citizen Award
- Smart Serve Certification Education
Certification
- TICO certification
Timeline
Groups Coordinator
Red Label Vacations
03.2023 - 02.2024
GROUP SALES AGENT
Sunwing
06.2022 - 01.2023
CAFÉ BARISTA & SERVER
Young Centre for The Performing Arts
04.2015 - 03.2019
ASSOCIATE TRAINER
Panera Bread Bakery Café
07.2013 - 10.2014
OffiCE CLERK
Wings Neuro Rehab Inc
06.2012 - 09.2012
DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT AND EVENT -
Humber Institute of Technology & Advanced Learning