Samira Rostamkhani
Windsor,ON
Summary
Enthusiastic and dedicated customer service professional with extensive experience in hospitality and customer care. Eager to bring strong communication skills and a passion for problem-solving to Marriott International’s remote customer service team. Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction. Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bouali Hotel
03.2020 - 03.2023
- Handle guest inquiries and complaints efficiently, ensuring guest satisfaction and maintaining the hotel’s reputation for excellence
- Coordinate with various hotel departments to address and resolve issues, resulting in a 30% decrease in guest complaints
- Train and supervise a team of 10 front desk staff, improving overall team performance and guest service delivery
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Front Desk Agent
Pars Hotel
01.2017 - 02.2020
- Managed check-in and check-out processes for guests, ensuring a smooth operation and high levels of customer satisfaction
- Provided guests with information regarding local attractions, dining options, and hotel services, enhancing their stay experience
- Assisted in the implementation of new reservation software, increasing booking efficiency and accuracy
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Education
High School Diploma -
Azad College
Hamedan, ON08.2010
Skills
- Remote Customer Support
- Conflict Resolution
- Time Management
- CRM Software (Salesforce, Zoho)
- Data Entry and Management
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Microsoft Excel
- Payment processing
- Call center operations
- Microsoft outlook
- Appointment scheduling
Certification
Certified Customer Service Professional (CCSP), 2018
Languages
English
Professional Working
Persian
Native or Bilingual
Timeline
Customer Service Representative
Bouali Hotel
03.2020 - 03.2023
Front Desk Agent
Pars Hotel
01.2017 - 02.2020
High School Diploma -
Azad College
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