Riham Youssef
Vancouver
Summary
Determined and energetic customer service specialist eager to obtain a position that makes full use of expertise in building customer relations with effective communication in a fast-paced environment
Overview
6
6
years of professional experience
Work History
PBX Switchboard Operator
Pinnacle Hotel Harbor Front
02.2024 - Current
- Increased company reputation with excellent customer service, handling high-volume phone traffic with courtesy and efficiency.
- Ensured smooth business operations by managing multiline phone systems, voicemail boxes, and paging systems effectively.
- Facilitated effective communication between departments through efficient routing of internal calls and messages.
- Reduced call wait times by promptly answering incoming calls and addressing inquiries with professionalism.
Guest Service Representative
Cadillac Fairview, Pacific Centre
11.2024 - 12.2024
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Guest Service Specialist Reservations
Gray Line Westcoast Sightseeing
04.2024 - 11.2024
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues.
- Assisted guests with reservations and check-in procedures to ensure smooth experiences.
- Improved team coordination with efficient communication and collaboration.
- Managed guest complaints to maintain high standards of service.
Customer Service Cruise Check in Agent
Intercruises Shoreside & Port Services
02.2024 - 10.2024
- Assisted passengers during check-in process to ensure smooth travel experiences.
- Improved guest satisfaction by providing clear guidance on flight details and boarding procedures.
- Verified travel documents for compliance with airline and government regulations.
- Resolved passenger queries with professionalism and efficiency, fostering positive customer interactions.
Central Services (Call Centre) Agent
Fairmont Hotel Vancouver
02.2023 - 11.2023
- · Responded promptly and effectively to customer queries via Phone, email and social media platforms, ensuring satisfactory resolutions.
- · Gathered and communicated customer feedback to top management, contributing to strategic decision-making processes.
- · Provided comprehensive assistance to customers, including product selection, order management, and issue resolution.
- · Managed online and phone inquiries as required, maintaining professionalism and efficiency.
- · Generated leads through various methods such as cold-calling, networking, and targeted advertising and collaborated with marketing efforts to maximize sales impact.
Banquet server
Staff grabs hospitality agency, DMH hospitality agency, VWR hospitality agency and Recruiting in Motion Agency
10.2022 - 02.2023
- Serving in multiple places (Pan Pacific, Vancouver club, Fairmont hotels, Italian Cultural Centre, Sheraton Wall Centre, Vancouver Convention Centre, Westin Bayshore and Marriott Pinnacle)
- Reviewing Banquet Event Orders (BEO's) at the beginning of each shift to ensure room is set as contracted
- Ensuring there is proper back-up in the event that any equipment is not properly functioning
- Maintaining high standards of safety and cleanliness in all areas of the conference center
- Host and Coat Check
VIP Lounge
Cineplex cinema
10.2022 - 02.2023
- Greeted/acknowledged guests within arrival, Served and maintained the guest's food and beverage orders throughout the dining experience utilizing, a la carte techniques
- Completed knowledge of the menu and beverage options
- Kept tables neat and orderly by removing dishware no longer in use
Call center agent
Vodafone UK
01.2021 - 10.2022
- Answer phones and customer requests and complaints in an efficient manner
- Transfer calls to appropriate place
- Report to supervisor with any problems or suggestions to better work atmosphere
Administrative assistance
Caritas Alex Refugees’ Office
01.2019 - 01.2021
- For refugee program., Fundraising and awareness campaign
Education
Bachelor of Business administration -
British University in Cairo
06-2022
Art of Directing (Advanced Level) - undefined
Alexandria Media Center
01.2021
Internship - undefined
Elola for Trading Steel & Cement Co. S.A.E
01.2020
Internships - undefined
Commercial International Bank (CIB) and National Bank in Egypt
01.2019
IGCSE Certificate, High School Diploma -
Alexandria International School (AIS)
06-2018
Skills
- Strong experience providing customer service to different groups of clients
- Effective administrative and time management skills, Able to communicate fluently in English and Arabic
- Solid computer knowledge including Microsoft Office and Zoom
- Excellent interpersonal skills and ability to build relationships with clients
Languages
English
Full Professional
French
Limited Working
Arabic
Native or Bilingual
Timeline
Guest Service Representative
Cadillac Fairview, Pacific Centre
11.2024 - 12.2024
Guest Service Specialist Reservations
Gray Line Westcoast Sightseeing
04.2024 - 11.2024
PBX Switchboard Operator
Pinnacle Hotel Harbor Front
02.2024 - Current
Customer Service Cruise Check in Agent
Intercruises Shoreside & Port Services
02.2024 - 10.2024
Central Services (Call Centre) Agent
Fairmont Hotel Vancouver
02.2023 - 11.2023
Banquet server
Staff grabs hospitality agency, DMH hospitality agency, VWR hospitality agency and Recruiting in Motion Agency
10.2022 - 02.2023
VIP Lounge
Cineplex cinema
10.2022 - 02.2023
Call center agent
Vodafone UK
01.2021 - 10.2022
Administrative assistance
Caritas Alex Refugees’ Office
01.2019 - 01.2021
Art of Directing (Advanced Level) - undefined
Alexandria Media Center
Internship - undefined
Elola for Trading Steel & Cement Co. S.A.E
Internships - undefined
Commercial International Bank (CIB) and National Bank in Egypt
Bachelor of Business administration -
British University in Cairo
IGCSE Certificate, High School Diploma -
Alexandria International School (AIS)
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