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
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
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
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.
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
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
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
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
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
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