Mara De Lima
Burnaby,BC
Summary
Versatile professional with extensive experience in hotel operations and administrative support, excelling in customer service, organization, and team coordination. Skilled in managing guest relations and streamlining office tasks to enhance efficiency and satisfaction. Eager to contribute strong interpersonal and multitasking abilities to support operational success.
Overview
8
8
years of professional experience
Work History
Tour Sales Agent & Tour Sales Supervisor
HARBOUR CRUISES
04.2017 - 09.2023
- Managed online booking inquiries and assisted guests with questions throughout entire booking cycle
- Handled billing information over the phone
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Train new agent on product knowledge to enhance their ability to sell effectively.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
Administrative Assistant
Canada Drives
06.2021 - 04.2023
- Reviewed and completed contracts for customers to sign upon purchasing vehicles
- Reviewed insurance and registration documents
- Processed warranties, lien payouts, and releases
- Handled and completed all incoming vehicle applications
- Collaborated with other department managers and teams to successfully and efficiently complete customer's applications
- Performed basic math calculations.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
CONCIERGE
ROYAL CONCIERGE
02.2021 - 04.2021
- Providing front desk service to residents in friendly and professional manner
- Receiving and handling packages
- Enforcing bylaws and being stern when needed
- Conducting patrols of package and other areas
- Diligent record keeping of occurrences in building
- Answering all tenant questions and inquires.
FRONT DESK AGENT
BLUE HORIZON HOTEL
04.2019 - 02.2021
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Resolved service-related problems and documented actions in system.
- Completed late check-ins and directed guests to rooms and facilities.
FRONT DESK AGENT
DAYS INN VANCOUVER AIRPORT
05.2018 - 04.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Maintained transaction security by verifying payment cards against identification
- Confirmed relevant guest information and payment methods to prevent fraud
- Resolved customer issues quickly and notified Manager immediately when problems escalated
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes
- Resolved guest issues promptly, resulting in positive feedback and return visits
CUSTOMER SERVICE REPRESENTATIVE
GLOBAL SOLUTIONS
11.2017 - 07.2018
- Answer inbound calls, welcome customers and meet their needs with efficiency
- Investigate and resolve customer's concerns
- When phones are less busy, call back any missed calls, and many other miscellaneous tasks such as following up on some customers
- Manage customer orders from when order is placed up to them receiving it in front of their doorsteps, follow up with customers with updates if there is something wrong with order.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
SALES ASSOCIATE
AMERICAN EAGLE
01.2016 - 06.2018
- Maintained organized, presentable merchandise to drive continuous sales
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites
- Processed product returns and assisted customers with other selections
- Assisted customers by finding needed items and checking inventory for items at other locations.
Education
Diploma - Travel And Tourism in Business Management
CANADIAN TOURISM COLLEGE
Vancouver, BC03.2017
Skills
- Experienced with Microsoft Office applications
- Customer service
- Data entry
Timeline
Administrative Assistant
Canada Drives
06.2021 - 04.2023
CONCIERGE
ROYAL CONCIERGE
02.2021 - 04.2021
FRONT DESK AGENT
BLUE HORIZON HOTEL
04.2019 - 02.2021
FRONT DESK AGENT
DAYS INN VANCOUVER AIRPORT
05.2018 - 04.2019
CUSTOMER SERVICE REPRESENTATIVE
GLOBAL SOLUTIONS
11.2017 - 07.2018
Tour Sales Agent & Tour Sales Supervisor
HARBOUR CRUISES
04.2017 - 09.2023
SALES ASSOCIATE
AMERICAN EAGLE
01.2016 - 06.2018
Diploma - Travel And Tourism in Business Management
CANADIAN TOURISM COLLEGE
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