Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

PEARL ABROL

Sault Ste. Marie,ON

Summary

Dedicated and results-driven versatile professional with

a strong foundation in guest relations and team leadership, coupled with diverse experience spanning both the Middle East and Canada. Transitioning from the role as an Assistant Project Manager in a family business to becoming a Service Desk Specialist at OLG, I have honed my skills in troubleshooting and inside sales, ensuring seamless customer experiences and operational efficiency. Proven ability to adapt to new environments, foster positive relationships, and drive success through effective problem-solving and strategic decision-making.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Specialist - Retail

OLG
03.2023 - Current
    • Boosted customer satisfaction by proactively identifying and solving process inefficiencies.
    • Managed high call volume while maintaining a courteous and professional demeanor.
    • Analyzed customer feedback to refine service processes, ensuring high-quality client interactions.
    • Enhanced retailer relations by identifying key process improvements.
    • Recognized as 'The Customer Hero' in Winter 2024.
    • Featured in Quality & Customer Experience Newsletter, March 2024.

Assistant Project Manager

Blinglane Inc.
09.2021 - Current
  • Assisted in business process enhancement.
  • Maintained constant contact with users, executive sponsor, and management.
  • Addressed project challenges including scope creep, technical matters, and staffing issues.
  • Improved project efficiency by refining processes at Blinglane Inc.
  • Proactively engaged with stakeholders to align business and technical objectives.
  • Assisted in the successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation.

Barista

Starbucks Coffee Company
10.2022 - 04.2024
  • Enforced Starbucks' operational policies, ensuring quality food and beverages.
  • Handled cash transactions, maintaining store safety and security.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Upheld high standards in beverage quality, closely following recipe specific.

Restaurant Supervisor

Mirai Restaurant & Lounge
08.2019 - 01.2021
  • Managed and coordinated a team of 40+ diverse restaurant staff, overseeing all FOH and BOH operations.
  • Handled administrative duties and ensured smooth running of dining room and bar.
  • Streamlined staff scheduling, reducing labor costs by 15%.
  • Elevated customer satisfaction scores by 20%.
  • Exceeded yearly sales goal by over $40K.
  • Received Employee of the Month award twice in succession.

Restaurant Hostess

Texas Roadhouse
09.2017 - 07.2019
  • Played a key role in restaurant launch, contributing to its success.
  • Excelled in customer service and menu knowledge, scoring 100% on tests.
  • Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
  • Enhanced guest seating efficiency by 25%, boosting overall service speed.

Bartender

Anantara Al Jabal Al Akhdar
07.2016 - 04.2017
  • Delivered exceptional service in a bustling Arabic restaurant.
  • Enhanced dining experience, contributing to customer retention and positive reviews.
  • Introduced innovative cocktail presentations, significantly increasing repeat clientele.
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.

Industrial Trainee

J.W. Marriott
11.2014 - 05.2015
  • Completed in-depth training in guest services and front desk operations at J.W Marriott.
  • Managed waste disposal as per established standards.
  • Directly coordinated with supervisors for operational efficiency.

Education

Graduate Certificate in Project Management - Resilience and Innovation

Algoma University
Sault Ste Marie, ON
12.2022

Bachelor of Science - Catering Science & Hotel Management

Bharathiar University
Coimbatore, India
05.2017

Bachelor of Arts - Hospitality Management

International Institute of Hotel Management
New Delhi, India
09.2016

Skills

  • Customer Service
  • Customer Relationship Management (CRM)
  • Excellent written and oral communication
  • Telephone Etiquette
  • Problem Resolution
  • Project Reporting
  • Schedule Management
  • Technical Planning
  • Relationship Building
  • Team Leadership
  • Technical support expertise
  • Research project support
  • Problem-solving abilities
  • Critical Thinking
  • Project monitoring
  • Scope Management

Accomplishments

    Women's Affairs Representative, Algoma University Student Union

Certification

Alcohol and Gaming Corporation of Ontario

Wine and Spirit Education Trust Awards, Level 1

Timeline

Customer Service Specialist - Retail

OLG
03.2023 - Current

Barista

Starbucks Coffee Company
10.2022 - 04.2024

Assistant Project Manager

Blinglane Inc.
09.2021 - Current

Restaurant Supervisor

Mirai Restaurant & Lounge
08.2019 - 01.2021

Restaurant Hostess

Texas Roadhouse
09.2017 - 07.2019

Bartender

Anantara Al Jabal Al Akhdar
07.2016 - 04.2017

Industrial Trainee

J.W. Marriott
11.2014 - 05.2015

Graduate Certificate in Project Management - Resilience and Innovation

Algoma University

Bachelor of Science - Catering Science & Hotel Management

Bharathiar University

Bachelor of Arts - Hospitality Management

International Institute of Hotel Management

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