Penny Whitlock
Fredericton,NB
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Guest Services Agent
Crowne Plaza
10.2023 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Personal Bank Representastive
CIBC
06.2017 - 02.2023
- Increased customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained compliance with bank policies, conducting thorough verification of client information.
- Enhanced customer loyalty through exceptional service and proactive communication.
- Developed strong rapport with customers, earning their trust as their go-to bank representative for assistance on various financial matters.
- Educated customers on digital banking options available at the bank, promoting self-service features when applicable.
- Contributed to risk management efforts, diligently monitoring transactions for suspicious activity.
- Strengthened relationships with clients through attentive listening and prompt issue resolution.
- Educated customers on features and benefits of banking products and services.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
Automotive Service Writer
S/S Tire & Auto
10.2012 - 01.2017
- Implemented routine scheduled maintenance programs for established customers.
- Accurately diagnosed and recorded service needs on work orders and provided details to technicians.
- Participated in ongoing training programs to stay current on industry trends, improving knowledge of new vehicles and technology advancements.
- Assisted in boosting profit margins with up-selling additional services when appropriate to meet customer needs.
- Resolved client concerns promptly, demonstrating commitment to customer satisfaction and preserving brand reputation.
- Provided customers with estimation of repair costs and reasonable timeline for completion of service.
- Assigned jobs to technicians according to experience and knowledge of handling specific repairs.
Automotive Service Writer
Fredericton Discount Tire
09.2009 - 10.2012
- Provided excellent customer service, consistently receiving positive feedback from clients on surveys and online reviews.
- Maintained a clean and organized service area, enhancing overall appearance of the dealership and promoting professionalism.
- Coordinated vehicle pick-up or delivery arrangements for customers when necessary, ensuring seamless transition from start to finish of service experience.
- Streamlined the appointment scheduling process for better time management and increased productivity.
- Assigned jobs to technicians according to experience and knowledge of handling specific repairs.
- Advised management members on customer issues or mechanical repair problems.
- Provided customers with estimation of repair costs and reasonable timeline for completion of service.
- Enhanced service department efficiency by maintaining clear communication with technicians and customers.
Education
High School Diploma -
Fredericton High School
Fredericton, NB06.1997
Skills
- Guest communication
- Listening Skills
- Writing and verbal communication
- Check-in and Check-out Procedures
- Complaint Handling
- Guest inquiry resolution
- Patience and composure
- Administrative Skills
- Data entry proficiency
Languages
English
Full Professional
Timeline
Guest Services Agent
Crowne Plaza
10.2023 - Current
Personal Bank Representastive
CIBC
06.2017 - 02.2023
Automotive Service Writer
S/S Tire & Auto
10.2012 - 01.2017
Automotive Service Writer
Fredericton Discount Tire
09.2009 - 10.2012
High School Diploma -
Fredericton High School
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