Olinda Simbabure
Spa Utopia Health and Wellness Center
Langley,BC
1
Language
22
years of professional experience
Experienced customer service professional with a background in spa reception and call center support, known for resolving concerns quickly, managing high call volumes, and delivering accurate, attentive service in fast-paced settings.
Work History
Spa Experience Specialis / Call Centre Angent
4 Years 2 Months- Delivered personalized guest experiences, addressing concerns promptly and maintaining seamless service interactions.
- Coordinated appointment scheduling, confirming bookings and reducing front desk delays.
- Managed client check-ins, ensuring accurate records and smooth arrival flow.
- Resolved service issues professionally, preserving satisfaction and supporting repeat visits.
- Maintained organized reception workflows, balancing calls, messages, and walk-in requests.
- Balanced cash drawer and corrected register discrepancies promptly.
- Utilized POS system to handle customer cash and credit card transactions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Supported retail sales by recommending wellness products based on guest needs.
- Communicated treatment details clearly, aligning expectations with spa service offerings.
Call Center Agent, Inbound Sales Credit Card
9 Years 7 Months- Managed inbound sales calls, identified client needs, and recommended suitable banking solutions.
- Resolved account inquiries quickly while maintaining strong client experience and service standards.
- Processed product applications accurately, ensuring compliance with banking policies and privacy requirements.
- Explained product features, terms, and benefits clearly to support informed client decisions.
- Collaborated with internal teams to escalate complex issues and maintain call resolution quality.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Built strong rapport with customers, fostering loyalty and repeat business opportunities.
- Efficiently managed a high volume of calls while maintaining composure under pressure.
- Navigated challenging situations with professionalism, demonstrating empathy towards customer concerns and finding effective resolutions.
- Boosted sales revenue by effectively promoting products and services to potential customers.
Call Center Representative
8 Years- Resolved guest inquiries regarding orders, returns, and account issues using call center systems.
- Navigated policy guidelines to provide accurate, consistent support for product, shipping, and payment questions.
- Documented interactions clearly in CRM platforms to maintain case continuity and service quality.
- Escalated complex concerns to appropriate teams while preserving guest satisfaction and follow-through.
- Trained new representatives on call handling, de-escalation techniques, and system navigation.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Identified upselling opportunities to increase revenue generation.
Education
GED
Skills
Customer service
Office Administration& Microsoft Office
Zenoti & Resort Suite
Problem-solving abilities
Effective communication
Record management
Guest management
Time management and Multitasking
Attention to detail
Performance tracking
Marketing strategy
Problem solving
Languages
English
Timeline
Spa Experience Specialis / Call Centre Angent
Spa Utopia Health and Wellness Center
08.2022 - CurrentRead More
Call Center Agent, Inbound Sales Credit Card
Royal Bank of Canada, RBC
01.2013 - 08.2022Read More
Call Center Representative
Target
01.2005 - 01.2013Read More
Nechako Valley Secondary Scool
GED
Read More