SARA DE SOUSA
Calgary,AB
Summary
Dynamic managerial professional with over 15 years of experience in customer care, recognized for a proven ability to streamline processes and lead high-performing teams. Expertise in fostering team collaboration, enhancing operational efficiency, and driving measurable outcomes that align with organizational goals. Skilled in strategic planning and process improvement, while cultivating a culture of accountability and excellence within teams. Known for adaptability and a consistent track record of meeting evolving organizational needs with innovative solutions.
Overview
10
10
years of professional experience
Work History
Reservations Agent, Call Centre
Sandman Hotel Group & Northland Properties
Calgary, AB
05.2023 - Current
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Utilized reservation systems to confirm, cancel, and modify guest accommodations accurately for the 60 properties across North America for guests, travel agents, and companies via phone and e-mail.
- Demonstrate a commitment to providing warm, intuitive service to exceed the needs and expectations of our guests through attention to detail and good communication.
- Work in a fast-paced and high call volume department with a focus on exceptional customer service.
- Assisted in training new staff on reservation protocols and software usage effectively.
Account Success Manager
Canadian Virtual Gurus
Calgary, AB
08.2023 - 08.2025
- Manage a diverse book of business consisting of a million dollars in revenue per year.
- Achieved and maintained an average client satisfaction score of 80% and a 5% revenue churn rate.
- Facilitated customer onboarding processes with an average of 15 new clients per month, ensuring smooth transitions and satisfaction.
- Provided expert guidance on product features and best practices, empowering clients to maximize their investments.
- Conducted regular check-ins with clients to assess needs and gather insights for strategy adjustments.
- Established lasting relationships with customers by consistently exceeding expectations and displaying genuine empathy for their challenges.
- Collaborated with cross-functional teams to enhance service delivery and operational efficiency including Sales, Finance, and Talent team, to ensure smooth transitions and accurate invoicing.
Assistant Manager, Resort Operations
Friday Harbour Resort
Innisfil, ON
06.2021 - 05.2022
- Supported daily operations by coordinating team activities and ensuring adherence to company policies.
- Assisted in training new staff on operational procedures and customer service standards.
- Developed training materials to enhance employee onboarding and skill development programs.
- Managed scheduling to optimize workforce productivity while maintaining compliance with labor regulations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Planned and organized special events such as corporate team events, wedding receptions, and baptisms at the resort.
- Acted as Assistant Floor Manager for two restaurants and the Golf Club House as needed.
Assistant Manager, Resort Activities
Fairmont Chateau Lake Louise
Lake Louise, AB
02.2016 - 06.2021
- Managed a successful multi-million-dollar Boathouse and Rental Shop operation.
- Assisted in planning and executing daily recreational activities for guests for the Health Club, Fairmont Fitness, Kid’s Camp, Mountain Adventure Guides.
- Developed and implemented process improvements, enhancing overall efficiency and productivity.
- Conducted employee performance evaluations on a timely basis, including corrective actions and coaching.
- Developed an engaged, enthusiastic, and guest-driven team through recruitment, training, personal and professional development, and recognition.
- Maintained and updated Job Task Checklists, training manuals, systems, and procedures.
Education
Hotel & Resort Management - Hospitality And Tourism Management
Fleming College
Peterborough, ON01.2008
Skills
- Adept at CRM software utilization
- Experienced in operating SilverWare and Micros POS systems
- Proficient in Microsoft Office Suite, Google Workspace, Outlook, Property Manager and Opera Cloud
- Skilled in effective communication through Dialpad, OpenPhone, Slack, and MS Teams
Professional Sabbatical
- Career Break for Maternity Leave
- May 2022 – May 2023
Timeline
Account Success Manager
Canadian Virtual Gurus
08.2023 - 08.2025
Reservations Agent, Call Centre
Sandman Hotel Group & Northland Properties
05.2023 - Current
Assistant Manager, Resort Operations
Friday Harbour Resort
06.2021 - 05.2022
Assistant Manager, Resort Activities
Fairmont Chateau Lake Louise
02.2016 - 06.2021
Hotel & Resort Management - Hospitality And Tourism Management
Fleming College