Shubham Sharma
Airdrie,AB
Summary
Dedicated customer service professional with extensive experience in public-facing roles within hospitality and transit services. Skilled in problem-solving, research, and effective communication across diverse client groups. Proven ability to handle sensitive issues with diplomacy and accuracy, while maintaining strong attention to detail and organizational skills. Proficient in collaborating with team members and partner departments. Committed to supporting community-focused initiatives and delivering solutions that benefit both the organization and the public.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Community Shuttle Operator
City of Calgary
Calgary, Alberta
07.2025 - Current
- Operate community shuttle buses in a safe and efficient manner on assigned routes, ensuring reliable service for a diverse population, including seniors, and individuals with mobility challenges.
- Provide friendly, respectful, and informative customer service while answering inquiries, addressing concerns, and promoting a positive transit experience.
- Handle a range of situations with diplomacy, including schedule delays, route changes, or customer conflicts, while maintaining professionalism and calm under pressure.
- Communicate effectively with Transit Operations and other departments to report issues, coordinate support, and ensure rider safety and satisfaction.
- Maintain accurate documentation and incident reports, ensuring clear records are available for operational or safety reviews.
- Conduct thorough pre-trip inspections and report maintenance needs in line with City safety procedures and policies.
- Uphold City of Calgary standards by following traffic regulations, accessibility guidelines, and public safety protocols at all times.
Guest Experience Expert
Clique Hotels Calgary
Calgary, Alberta
02.2024 - 08.2025
- Resolved guest concerns and service issues professionally and efficiently, using diplomacy and problem-solving to ensure a positive outcome.
- Performed nightly audits and reconciliations of financial transactions, maintaining accurate records and preparing reports for internal use.
- Delivered front-line customer service by responding to in-person, phone, and email inquiries regarding reservations, payments, and guest accounts.
- Promoted hotel services through upselling and clear communication, balancing guest needs with business objectives.
Guest Experience Expert
Delta Hotels by Marriott
Edmonton, Alberta
08.2023 - 01.2024
- Provided exceptional guest service while adhering to Marriott’s brand standards, handling check-ins, check-outs, and billing inquiries with accuracy and professionalism.
- Addressed and resolved guest concerns related to reservations, payments, and policies using clear communication and problem-solving skills.
- Managed financial transactions, including cash handling and credit card processing, ensuring precise documentation and compliance with hotel procedures.
- Assisted guests with information about hotel services, local amenities, and property policies to enhance their stay and reduce potential issues.
Guest Experience Agent
Four Points/ Elements by Marriott
Edmonton, Alberta
05.2022 - 08.2023
- Delivered guest service aligned with Marriott’s global standards for hospitality, professionalism, and service recovery.
- Researched and resolved account discrepancies, billing issues, and booking errors, ensuring guest concerns were addressed accurately and in a timely manner.
- Communicated Marriott Bonvoy program benefits and policies to guests, supporting customer engagement and long-term loyalty.
- Collaborated with multiple hotel departments to ensure seamless service and coordinated resolution of guest requests or complaints.
Education
Diploma - Business Administration- Finance
Medicine Hat College
Medicine Hat04-2017
Skills
- Customer Service & Client Relations
- Problem Solving & Critical Thinking
- Research & Issue Resolution
- Communication (Verbal & Written)
- Data Accuracy & Attention to Detail
- Political Sensitivity & Diplomacy
- Time Management & Organization
- Collaboration & Teamwork
- Adaptability & Flexibility
Certification
- First Aid Certificate
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Professional
Gujarati
Full Professional
References
References available upon request.
Timeline
Community Shuttle Operator
City of Calgary
07.2025 - Current
Guest Experience Expert
Clique Hotels Calgary
02.2024 - 08.2025
Guest Experience Expert
Delta Hotels by Marriott
08.2023 - 01.2024
Guest Experience Agent
Four Points/ Elements by Marriott
05.2022 - 08.2023
Diploma - Business Administration- Finance
Medicine Hat College