Summary
Overview
Work History
Education
Skills
Cover Letter
Personal Information
Languages
Timeline
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Tanya Phillips

Sidney,BC

Summary

Poised, personable and dedicated to team-driven environment. Known for excellent customer relations and welcoming attitude. I've always been a hardworking and passionate employee with strong organizational skills and I'm eager to secure a Senior Chief Steward position.

Overview

20
20
years of professional experience

Work History

Intermediate Chief Steward

BC Ferries
10.2023 - Current
  • Upheld privacy and security requirements established by BC Ferries
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
  • Reviewed customer data to assess current issues and determine potential solutions
  • Increased customer satisfaction by effectively answering questions, suggesting effective solutions and resolving issues quickly
  • Cross-trained in multiple roles in order to provide skilled back-up for customer-facing teams
  • Managed needs of BC Ferries customers in a busy fast-paced environment
  • Provided excellent services for customers by following up on issues
  • Maintained revenue streams by exhausting every option before offering refunds
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Played an instrumental role in achieving high scores during external audits by maintaining strict compliance with industry standards and best practices.
  • Achieved consistency in service excellence through regular reviews of staff performance and provision of constructive feedback.
  • Contributed to the Company's positive reputation by consistently exceeding guest expectations for service delivery.
  • Spearheaded initiatives aimed at improving employee morale.
  • Handled escalated customer complaints promptly and professionally, ensuring satisfactory resolutions that reinforced brand loyalty among guests.
  • Mentored developing crew members through ongoing coaching, and fostering professional growth within our team members.
  • Participated in regular management meetings, providing valuable insights and recommendations that positively impacted overall operations.

Customer Service Agent

BC Ferries
06.2004 - 10.2023
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Assisted in training new hires, sharing best practices for effective customer service.
  • Fostered positive work environment through active participation in team-building activities and initiatives.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Trained new employees regarding company operations, policies and services.

Server Hostess

Sports Bar And Grill
03.2005 - 06.2005
  • Enhanced guests' experiences by fulfilling special requests during visits
  • Processed customer payments quickly and returned exact change and receipts
  • Answered questions regarding menu items, assisting customers in making selections.

Education

High School Diploma -

PORT HARDY SECONDARY SCHOOL
Port Hardy, BC

Skills

  • Employee mentoring
  • Computer proficiency
  • Team building
  • Multitasking and prioritization
  • Regulatory compliance
  • Safety standards training
  • Flexible and adaptable
  • Service-oriented mindset
  • Organizing and prioritizing
  • Task Delegation
  • Safety Procedures
  • Training and coaching
  • Passenger safety management
  • Interpersonal communications
  • Emergency Procedures
  • Company policy adherence
  • Administrative tasks
  • Regulatory Compliance
  • Detail Oriented
  • Training and Development
  • Crew Resource Management

Cover Letter

Good Afternoon, I would like to express my interest in the Senior Chief Steward posting with BC Ferries and the opportunity to apply my expertise even further into this ever changing industry. When reviewing the job description, I was thrilled to see the posting and how my current experience aligns with your needs and requirements.  As I am currently an operational Chief Steward onboard the Salish Raven here in Swartz Bay, I have a well-rounded background in process development and would like to continue to refine my talents in budgeting and quality control, which makes me an ideal fit for this new position. Additionally, I am a proven expert in communication and a consistent collaborator. My previous roles have strengthened my abilities in critical thinking and leadership, including a focused attention to detail and accuracy. I would also like to add my ongoing experience with being a SEA Training for past 10 years has given me extensive ship knowledge which has been a great asset to the job. This past year has been filled with new challenges and I'm excited to see what the future holds within our company. Please contact me at your earliest convenience to further discuss how my work history and personality would be a perfect fit for the Senior Chief Steward role. Thank you for your time and consideration. Sincerely, Tanya Phillips

Personal Information

Title: Chief Steward

Languages

English
Elementary

Timeline

Intermediate Chief Steward

BC Ferries
10.2023 - Current

Server Hostess

Sports Bar And Grill
03.2005 - 06.2005

Customer Service Agent

BC Ferries
06.2004 - 10.2023

High School Diploma -

PORT HARDY SECONDARY SCHOOL

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Tanya Phillips