Roxanne Maciel
Vancouver,BC
Summary
Efficient customer service representative with extensive experience in the catering and hospitality industries. Attentive and energetic, able to provide exemplary service and ensure a welcoming atmosphere for guests. Bringing excellent communication skills and dedication.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Server - Bartender
Square Talent
12.2023 - Current
- Greeted guests upon arrival and provided assistance throughout the event.
- Coordinated banquet staff to ensure efficient service of guests.
- Reviewed banquet orders and communicated changes with kitchen staff.
- Supervised setup of tables, chairs, linens, place settings, centerpieces, and other decorations prior to event.
Staff Assistant
Drake International
09.2023 - Current
- Provided exceptional service to high volume of daily customers.
- Operated POS terminals to input orders, split bills and calculate totals.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Explained menu items, describing ingredients and cooking methods upon request.
- Stocked service areas with supplies during slow periods.
Staff Member
Rogers Arena
02.2024 - 09.2024
- Assisted with the development and implementation of staff policies and procedures.
- Give service to guests at the Sports Bar, serving food and beverages during and outside of events.
- Process guest orders to ensure all items are prepared appropriately and in a timely manner.
- Participated in events.
Banquet and Fine Dining Server
The Vancouver Club
09.2023 - 02.2024
- Provided exceptional service to high volume of daily customers.
- Greeted arriving guests and escorted each to assigned tables, took drink orders and answered questions about events.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
Banquet Server - Bartender
Sodexo at Vancouver Convention Centre
09.2022 - 09.2023
- Greeted arriving guests and escorted each to assigned tables, took drink orders and answered questions about events.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Provided exceptional service to high volume of daily customers.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
Front Desk Agent
The Westin Bayshore Vancouver
11.2021 - 08.2022
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Explained policies and procedures to visitors.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Completed basic bookkeeping and document filing.
Customer Service Representative
TTEC
01.2019 - 12.2021
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers in making payments on accounts and setting up payment plans.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
- Maintained and made adjustments to customer accounts having a 98% customer satisfaction.
Bartender
Hilton
02.2021 - 05.2021
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Managed bar area, cocktail design and menu and handled inventory.
Travel Consultant
Royal Holiday
01.2017 - 08.2019
- Maintained updated knowledge of airline regulatory requirements and industry standards for client support.
- Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
- Reserved hotel rooms for business travelers based on individual preferences, schedules and budgets. Explained benefits of purchasing travel insurance with clients.
- Reviewed team sales, itineraries and packages to verify compliance with travel regulations and internal policies.
Customer Service Associate
AIPP
01.2016 - 12.2018
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Increased personal sales goals from 10% to nearly 80% during 2016-2018 through consistent effort and regular meetings with the customer service manager.
Education
DIPLOMA - Business Communication
ILAC
Vancouver, BC01-2022
Skills
- Communication and Service Essentials Diploma with CO-OP at ILAC International College, Vancouver BC
- Bachelor's degree - Communication and PR at CECC, Mexico
- Administrative Support
- Customer Support
- Customer relations skills
- Customer service expertise
- Customer service understanding
- Beverage Preparation
- Guest Engagement
- Order Management
- Exceptional customer service
Languages
English
Professional Working
Spanish
Native or Bilingual
Certification
- Serving it Right
Timeline
Staff Member
Rogers Arena
02.2024 - 09.2024
Server - Bartender
Square Talent
12.2023 - Current
Banquet and Fine Dining Server
The Vancouver Club
09.2023 - 02.2024
Staff Assistant
Drake International
09.2023 - Current
Banquet Server - Bartender
Sodexo at Vancouver Convention Centre
09.2022 - 09.2023
Front Desk Agent
The Westin Bayshore Vancouver
11.2021 - 08.2022
Bartender
Hilton
02.2021 - 05.2021
Customer Service Representative
TTEC
01.2019 - 12.2021
Travel Consultant
Royal Holiday
01.2017 - 08.2019
Customer Service Associate
AIPP
01.2016 - 12.2018
DIPLOMA - Business Communication
ILAC