Lucy Klein Horsman
Newmarket,ON
Summary
Dynamic professional with proven problem-solving skills and a strong commitment to customer service, honed at Westmont Hospitality Group. Expert in mail sorting and office administration, I enhanced workflow efficiency and reduced delivery errors, ensuring timely distribution of correspondence. Adept at multitasking, I fostered positive relationships with staff and visitors alike.
Professional educator with substantial experience in academic support and mentoring. Skilled in subject matter tutoring, personalized learning strategies, and fostering academic growth. Strong focus on collaborative teamwork and achieving tangible results, adaptable to changing educational needs. Known for reliability, empathy, and excellent communication skills.
Overview
12
12
years of professional experience
Work History
Mail Clerk/Receptionist
Westmont Hospitality Group
09.2004 - 10.2008
- Safeguarded sensitive information through proper handling of confidential correspondence according to company policies.
- Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip codes.
- Enhanced customer satisfaction through timely and accurate mail distribution within the organization.
- Maintained a well-organized mailroom, ensuring easy access to materials and efficient workflow for staff members.
- Processed and organized incoming mail for distribution to appropriate departments.
- Provided exceptional customer service by courteously and professionally addressing questions or concerns from staff members regarding mail services.
- Assisted with inventory management tasks such as ordering supplies required for efficient daily operations of the mailroom facility.
- Operated postage meters, mail sealers and labeling machines.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Hotel Reservations Agent
Holiday Inn London, Victoria
07.1999 - 09.2004
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Delivered exceptional service through active listening, empathy, and clear communication with guests during phone interactions.
- Supported team members by sharing best practices for handling challenging customer situations effectively.
- Utilized various software systems for efficient reservation processing and data management.
- Assisted guests in selecting suitable accommodations based on their preferences and budget.
- Coordinated closely with front desk staff to communicate special requests or requirements from guests prior to arrival.
- Managed large call volumes, maintaining professionalism and attention to detail under pressure.
- Collaborated with other departments to ensure seamless guest experience from reservation to checkout.
- Addressed customer concerns and resolved issues, resulting in improved guest relations.
- Contributed to revenue growth by upselling room upgrades, packages, and additional services during the booking process.
- Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
- Developed and maintained positive relationships with guests for satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Peer Tutor
Seneca College - King Campus
10.1996 - 12.1996
- Helped fellow students prepare for quizzes and examinations.
- Assisted other students with homework and provided supplementary instruction.
- Promoted development of good study habits and learning skills.
- Served as a mentor to struggling students, providing emotional support alongside academic assistance when necessary.
- Supported students with helpful study habits and exam strategies.
- Managed a flexible schedule to accommodate student needs, often providing additional support during peak examination periods.
- Strengthened academic confidence of peers by providing supportive learning environment.
- Advised tutees on proper study habits and organizational skills needed for maintaining consistent academic performance levels.
- Worked closely with students on specific class struggles, closely reviewing materials and assignments to offer targeted help.
- Conducted review sessions to help students prepare for tests.
- Led tutoring workshops for groups of students with related tutoring needs.
Education
Diploma - Early Childhood Education
Seneca Polytechnic
King City, ON04-2026
Diploma - Travel And Tourism
Seneca Polytechnic
King City, ON06-1998
Skills
- Problem-solving skills
- Customer service
- Team collaboration
- Workplace safety
- Mail sorting
- Document scanning
- Package handling
- Office administration
- Mailroom equipment operation
- Filing systems
- Service oriented
- Multitasking
Languages
French
Limited Working
Timeline
Mail Clerk/Receptionist
Westmont Hospitality Group
09.2004 - 10.2008
Hotel Reservations Agent
Holiday Inn London, Victoria
07.1999 - 09.2004
Peer Tutor
Seneca College - King Campus
10.1996 - 12.1996
Diploma - Early Childhood Education
Seneca Polytechnic
Diploma - Travel And Tourism
Seneca Polytechnic
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