Summary
Overview
Work History
Education
Skills
Professional Sabbatical
Timeline
Generic

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
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
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
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
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, ON
01.2008

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

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