Tessa Monterroza
Gatineau,QC
Summary
Dedicated Customer Service professional with proven multitasking skills. Passionate about delivering excellent customer service and developing lasting professional relationships with clients.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Bishop's University
01.2023 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled sensitive financial information of clients
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Operated cash register for cash, check and credit card
Conference Assistant
Bishop's University
04.2023 - 09.2023
- Facilitated communication between teams handling catering, audio visual and room setup.
- Oversaw multiple daily duties of mail, ordered supplies, and delivered correspondence.
- Oversaw conference rooms, directed visitors, managed reservation system, answered questions and coordinated with vendors.
- Validated parking for guests and visitors.
- Enhanced conference attendee experience by efficiently managing registration and check-in processes.
- Handled sensitive information discreetly while assisting with confidential speaker requests or needs.
- Maintained an orderly environment throughout the event space by overseeing set-up and teardown procedures
- Contributed to creating a welcoming atmosphere by greeting guests upon arrival and directing them as needed.
- Managed on-site accommodations for conference guests, ensuring a comfortable stay during the event.
- Coordinated transportation and parking arrangements for guests and vendors.
- Fulfilled contractual obligations for rehearsal and day of event coordination.
- Worked flexible schedule and extra shifts to meet business needs.
Guest Service Team Member
Tim Hortons
06.2019 - 06.2020
- Maintained a clean, organized lobby area for a welcoming environment and a positive first impression.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requests. Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Restock and organize merchandise in front lanes.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Education
Bachelor of Arts - Psychology
Bishop's University
Sherbrooke, QC04.2026
Associate of Arts - Social Sciences
Cégep Heritage College
Gatineau, QC04.2022
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Computer Proficiency
- Money handling abilities
- Conflict Resolution
- Team Development
Languages
English
Native or Bilingual
French
Full Professional
Spanish
Limited Working
Timeline
Conference Assistant
Bishop's University
04.2023 - 09.2023
Customer Service Representative
Bishop's University
01.2023 - 04.2024
Guest Service Team Member
Tim Hortons
06.2019 - 06.2020
Bachelor of Arts - Psychology
Bishop's University
Associate of Arts - Social Sciences
Cégep Heritage College
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