Shania Robichaud
Thorold,ON
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
9
9
years of professional experience
Work History
Guest Service Agent
Canadian Niagara Hotels-Crowne Plaza Fallsview
06.2022 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
Guest Service Agent
Niagara Hospitality Hotels-Oakes Hotel
06.2021 - 08.2021
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
Taekwondo Instructor
Whitby Taekwondo Academy
06.2015 - 04.2020
- Supported students'' participation in competitions, providing guidance on strategy development, mental preparation techniques, and sportsmanship principles.
- Continually updated personal knowledge of Taekwondo techniques, trends, and best practices to provide expert instruction for all participants.
Process Server
Centurion Process Servers
04.2019 - 03.2020
- Maintained detailed records of service attempts, ensuring accurate reporting and successful case resolutions.
- Handled conflict resolution professionally when encountering confrontational situations during document deliveries, maintaining composure under pressure.
Cashier
FreshCo
05.2016 - 08.2018
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Produce Associate (4 months) - Enhanced customer satisfaction by providing efficient, friendly service and maintaining a clean, organized produce section.
Student Intern
Durham Regional Police Service-Youth In Policing
07.2015 - 08.2015
- Gained exposure to various aspects of the industry through active participation in company events, workshops, and training sessions during the internship period.
- Leadership Training, Diversity and Awareness Bias Training, C.A.L.M Training (conflict management training)
Education
BBA - Honours
Brock University
St. Catharines, ON12.2025
Skills
- Attention to Detail
- Cross-Functional Teamwork
- Microsoft Office Suite
- Conflict Management
- Property Management Systems
- POS system operations
- Data Entry
- Research
- Critical Thinking
- Customer Relations
Affiliations
- Canadian Institute of Management
Timeline
Guest Service Agent
Canadian Niagara Hotels-Crowne Plaza Fallsview
06.2022 - Current
Guest Service Agent
Niagara Hospitality Hotels-Oakes Hotel
06.2021 - 08.2021
Process Server
Centurion Process Servers
04.2019 - 03.2020
Cashier
FreshCo
05.2016 - 08.2018
Student Intern
Durham Regional Police Service-Youth In Policing
07.2015 - 08.2015
Taekwondo Instructor
Whitby Taekwondo Academy
06.2015 - 04.2020
BBA - Honours
Brock University
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