SOFIA GONZALEZ
Sydney,NS
Summary
Bilingual Administrative Assistant candidate with +10 years of experience in high-volume office, fast-paced environments with administrative duties, providing excellent customer service in travel, engineering, and commerce industries, collaborating, and providing support to management and colleagues. Highly detail-oriented and creative skills for conflict resolution. Highly emotionally intelligent and self-aware with the natural ability to build relationships with customers and colleagues. Dependable and versatile candidate, initiative-taker, cooperative and genuinely enthusiastic to grow and a quick learner for innovative technology and new knowledge. Looking to relocate anywhere within Canada.
Overview
13
13
years of professional experience
Work History
Independent Travel Agent
Yukon Vacation Agency
Remote
06.2022 - Current
- Arranged travel accommodations for groups, couples, executives, and special needs clients that look to travel to The Yukon.
- Followed up with customers to increase customer service with travel plans.
- Asked open-ended questions to better ascertain client needs and determine best experience offerings.
Front Desk
Hilltop Inn Hotel
Salmon Arm, BC
01.2023 - 04.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
Front Desk Customer Service Representative
Adventure Tofino
Tofino, BC
07.2022 - 10.2022
- Checking in between 30 up to 60 guests daily, preparing them for their day tour, giving a safety talk and ensuring a pleasant experience throughout their visit
- Getting new bookings, selling tours on the spot, entering them accurately in the system and able to solve last-minute issues about clients’ bookings.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed tour members of safety risks associated with attractions, confirming customer security.
Administrative Assistant
Stantec Consulting Ltd.
Whitehorse, YT
09.2020 - 11.2021
- Acted as OSEC (Office Safety Environment Coordinator), running monthly safety meetings, and orientated new staff to the office and assisted them with technical introductory training in HSSE
- Bookings travels/hotels for staff members (principal, engineers, architects, etc.) and coordinated meetings, functions, and events (lunches), using electronic calendars
- Organized and attended staff meetings and trainings as required
- Typed documents such as correspondence, drafts, memos, emails, coded invoices into Oracle System, receiving incoming mail, maintaining e-files and physical records, ordering office supplies or equipment, among others like input and submit expenses reports
- Worked independently with little to no supervision while maintaining clear and timely communication with management and the office team, while meeting deadlines and handling confidential information
- Acquired basic knowledge of Key Performance Indicators (KPI’s) and kept colleagues informed about their performance during monthly meetings.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Office and Customer Service Manager
Arctic Range Adventure
Whitehorse, YT
07.2019 - 03.2020
- Recruited 2 tour guides and 1 clerk successfully
- Trained and supervised staff of 2 regular clerks
- Greet people and assist them with their booking requests
- Able to resolve effectively wide range of customer complaints being empathetic and personable in order to meet clients’ expectations and solve the conflicts
- Provided employees/tour guides with guidance in handling complex problems and resolving escalated complaints to maintain work and customer service standards
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Reservations Agent / Guides Trainer
Arctic Range Adventure
07.2017 - 06.2019
- Data entry of booking details with a high degree of accuracy
- Excel in detail checking
- Used office software, including emails, spreadsheets, and databases to administer accommodation services, reservations, and purchasing of supplies
- Researching, planning, and confirming hotels and accommodations arrangements
- Greeted and assisted customers with booking reservations and answering inquiries, providing support to clients in person, via email, and over the phone (avg 20+ calls/day) in English and Spanish languages
- Managed daily operations and scheduling guides
- Responsible for training +10 tour guides each season improving ability to know what needed to be done, being a team player sharing knowledge with new hires
- Bilingual Tour Guide (SPA/ENG)
Bilingual Tour Guide
Arctic Range Adventure
Whitehorse, YT
10.2016 - 06.2017
- Established close relationships with guests providing a high-standard service, being able to communicate with people from different backgrounds and leading groups of up to 20 people, interpreting, translating, and answering questions while maintaining authority during the tour.
- Took informed, decisive action when issues arose on the spot, developing strong problem-solving skills.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible hours, nights, weekends, and holiday shifts.
Admin Assistant
Trucks Parking Puerto Seco Spa
12.2012 - 05.2016
- Performed routine clerical tasks by scanning, filing and copying documents.
- Created and maintained databases to track and record customer data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
Payroll Assistant
C. Arriagada Accounting Firm
Los Angeles, Chile
06.2012 - 12.2012
- Performed data entry tasks and maintained accurate records of employee payroll information.
- Completed payroll accurately and timely to meet employee expectations.
- Updated employee files with new details such as changes in address or salary levels.
- Calculated wages, deductions and bonuses in accordance with company policies in Chile.
- Tracked employee vacation, sick and personal time.
Bookkeeping Assistant
M. Roca Accounting Firm
Los Angeles, Chile
10.2010 - 05.2012
- Matched purchase orders with invoices and recorded necessary information.
- Input financial data and produced reports using Accounting Software.
- Managed invoices, payments and deposits, maintaining accurate expenditure records.
- Handled day-to-day accounting processes to drive financial accuracy.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Managed and responded to correspondence and inquiries from customers and vendors.
Education
Intensive Course - English As A Second Language
Santo Tomas University
Los Angeles, Chile11.2014
No Degree - Education
Bolivarian University
Los Angeles, Chile07.2007
High School Diploma - Accounting
Liceo Comercial B-64
Los Angeles, Chile11.2005
Skills
- Administrative and Office Support
- Bilingual in Spanish and English
- Research and Analytical Skills
- High-Volume Environments
- Customer Service Support
- Bookkeeping and Basic Accounting
- Travel Planning
- Microsoft Office
- Calendar and Scheduling Software
- Microsoft PowerPoint
- Credit Card Payment Processing
- Office Supplies and Inventory
- Back Office Operations
- Interpersonal Communications
Websites
Hobbies
Hiking, Yoga, Business Owner
Timeline
Front Desk
Hilltop Inn Hotel
01.2023 - 04.2023
Front Desk Customer Service Representative
Adventure Tofino
07.2022 - 10.2022
Independent Travel Agent
Yukon Vacation Agency
06.2022 - Current
Administrative Assistant
Stantec Consulting Ltd.
09.2020 - 11.2021
Office and Customer Service Manager
Arctic Range Adventure
07.2019 - 03.2020
Reservations Agent / Guides Trainer
Arctic Range Adventure
07.2017 - 06.2019
Bilingual Tour Guide
Arctic Range Adventure
10.2016 - 06.2017
Admin Assistant
Trucks Parking Puerto Seco Spa
12.2012 - 05.2016
Payroll Assistant
C. Arriagada Accounting Firm
06.2012 - 12.2012
Bookkeeping Assistant
M. Roca Accounting Firm
10.2010 - 05.2012
Intensive Course - English As A Second Language
Santo Tomas University
No Degree - Education
Bolivarian University
High School Diploma - Accounting
Liceo Comercial B-64