Petagay Warmington
Orangeville,Ontario
Summary
Reliable and organized Customer Service Representative with terrific attention to detail. Hard worker and very fast and efficient. Excellent administrative skills and experience with great references and a fabulous attitude. Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Toronto Hydro
01.2021 - Current
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication scripts when handling different topics
- Identify customers need, clarify information, provides solutions and/or alternatives
- Resolve customer complaints within 24hrs
- Executed customer questions resolving issues and reducing the needs of a supervisor assistance
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated system with order specifics and customer details, preferences and billing information.
- Made outbound calls to obtain account information.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Assistant Housekeeper
Hilton Hotel
11.2011 - 01.2020
- Supervised daily housekeeping duties for entry-level cleaning staff
- Provided coverage when needed
- Performed monthly evaluations of staff and suggested corrections when needed
- Recommended disciplinary action to Housekeeper Manager when required
- Provided training and direction to new staff
- Worked well as a team player
- Worked with staff and upper-level management toward attaining resort goals
- Conducted monthly staff meetings
- Planned weekly staff schedules and planned individual cleaning assignments.
Assistant Housekeeper
Monte Carlo inn
06.2008 - 01.2011
- Performed inspections of rooms and common areas to ensure staff work quality
- Supervised daily housekeeping staff duties
- Assisted with hiring and selection process for new housekeeping staff members
- Worked closely with Housekeeper Manager to ensure hotel goals met
- Kept inventory supply list
- Completed monthly inventory audits
- Inspected staff grooming and uniform compliance and made corrections as inventory
Education
Hospitality and Tourism
University of Technology
Skills
- Deep knowledge of Administrative position
- Strong knowledge of safety policies and procedures
- Remarkable ability to respond to emergency situations
- Immense ability to work on flexible schedule
- Ability to provide efficient customer service
- Ability to communicate efficiently in English
- Excellent verbal communication skills
- Professional telephone etiquette
- Acute hearing abilities
- Computer savvy
- Ability to manage conflict
- Proactive with the ability to multitask
- Information Security
- Complaint Resolution
- Account Updating
- Inbound and Outbound Calling
- Quality Control
Relevant Expertise
- Track record of interacting with co-workers and customers in a specialized and caring manner
- Able to handle all types of situations with diplomacy and politeness
- Demonstrated ability to remain peaceful in crisis situations
References Available
Upon request
Timeline
Customer Service Representative
Toronto Hydro
01.2021 - Current
Assistant Housekeeper
Hilton Hotel
11.2011 - 01.2020
Assistant Housekeeper
Monte Carlo inn
06.2008 - 01.2011
Hospitality and Tourism
University of Technology
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