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
Vancouver, BC
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
Vancouver, BC
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
Vancouver, BC
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
Vancouver, BC
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
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
Vancouver
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
Vancouver
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
Egypt
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)