Ligia Baquedano

*** *******’s Glen Road, North Bay, ON P1A 3K3 - Canada

Cell: 416-***-****

Email: ad4krx@r.postjobfree.com

March 24, 2024

Attn. Human Resources

Ref. Guest Services Supervisor, Gateway Casinos & Entertainment Limited

Hello,

I would like to use my strong and engaging communication skills combined with my solution-focused and results driven troubleshooting and decision making, having a positive impact in my day-to-day work interactions. To provide a professional, friendly, and personal experience to Gateway Casinos customers and co-workers in a positive and empathic manner.

I am passionate about helping people and an extremely service-oriented person creating a “WOW” factor in every interaction. I enjoy working in a fast-paced environment, with a strong work ethic, self-direct and resourceful mindset, using my ability to prioritize the workload and efficiently manage my time. I love working with guests and thoroughly understand what it takes to deliver an exceptional experience. I am a detail person with a talent for providing care to everyone I deal with.

I pride myself on being pro-active with years of experience in providing customer service always addressing concerns exercising emotional intelligence. I identify customer needs through active listening to answer questions, assist with trouble-shooting or make product recommendations based on the customers need. I have participated in the sales process, including the organization and sales in tradeshows.

I have a diploma in Hotel, Motel, Restaurant and Resort Management, Including event and conference management, This has enabled me to gain experience in the guest services industry and customer service.

I am Tech savvy using multiple computer systems to research products, services, common problems, and solutions offered. Managing a business allows me to understand the importance of building successful strong relationships with your customers, employees and partners.

I have many years experience managing employees through training, coaching, evaluating and mentoring. I am a team player and provide a first-class experience. A happy, consistent, supportive team is a team that performs well creating a healthy corporate culture.

I would truly welcome the opportunity for an interview as I am a detail person with a talent for providing care to everyone I deal with . I am certain that I can be an asset to Gateway Casinos.

Sincerely,

Ligia Baquedano

Ligia Baquedano

111 Trapper’s Glen Road, North Bay, ON P1A 3K3 - Canada

Cell/Home: 416-***-****

Email: ad4krx@r.postjobfree.com

GUEST SERVICES SUPERVISOR

Accomplished solution-focused leader with 20+ years’ experience and proven success in using exceptional organizational, leadership, time management and communication skills to manage and work in high performing teams around a culture of empathetic customer service excellence. Proficient analytical thinker recognized for using a keen understanding of customer needs enabling the achievement of all established goals in an efficient manner. Bilingual in English, and Spanish, some French.

Core Competencies

• Solution Focused, tech savvy • Extensive Customer/Guest Service Experience

• Attention to Detail, time management • Interpersonal Communication and Conflict Resolution

• Adaptability, work remotely, flexible • Collaboration and Team Contribution

• Employee Management, coaching • Leadership, Initiative, and problem-solving skills

Accomplishments

A very strong ability to generate enthusiasm and engagement among everyone involved

A team player with strong leadership and motivation skills. with a proven ability to work in a team demonstrating a genuine passionate interest in people, ensuring excellent performance and meeting deadlines. A relationship-builder who encourages open communication and collaboration.

Direct and supervise staff in different roles

Vast experience dealing with CEO’s and the public in all capacities

Conducted business and customer service in English and Spanish.

Organized to the last detail and participated in at least 8 trade shows per year throughout Canada and the USA

Natural leader, self-starter

Created and manage a furniture factory, positioning it in a key marketplace

Founded two furniture stores, involved in customer service, sales, displays, purchasing and all administrative functions

Dealt with suppliers and customers, including Contracts, Budgets, A/P, A/R and supervised the everyday activities of the business

Opened a wholesale company importing goods from Europe, Mexico and the USA, becoming one of the most important companies in its category

Responsible for logistics, hiring personnel for the tradeshows, set up and booth teardown.

Created marketing and promotional materials, advertising and signage.

Created exclusivity contracts with international buyers, suppliers and Canadian businesses

Excellent ability to deal with local and international customers, as well as suppliers

Outstanding presentation, public relations and communication abilities

Excellent problem solving, supervision, organizational, and administrative skills

Solid working knowledge of MS Word, Excel, Sage and other software

Designed logos, marketing materials, catalogues, etc. for the companies.

Multitasker who efficiently works well under pressure and within strict deadlines in a fast-paced environment in various languages and environments

Strategic thinker who has an eye for detail and a capacity to see the big picture.

Employment History

October 31. 2022 to Present, Customer Relations Associate, Hinduja Global Solutions (HGS), (Support for Canada Post), North Bay, Ontario

Assist customers with tracking packages and general inquiries always aiming at achieving customer satisfaction.

Work from home in a fast-paced environment, using my ability to prioritize the workload and efficiently manage my time.

Follow procedures, script in accordance to internal resources. Identify and escalate Fraudulent situations.

Work with multiple software including CIC, SPARK, Webmail, Five9, Symerion, and Excel.

Completed the HGS Customer Service Training program,

Make angry customers happy by listening, apologizing, showing empathy, maintaining a calm tone of voice, using positive language, and solving the issue.

September 6. 2022 to October 30. 2022, Customer Service and Sales Representative, ZEDD Customer Solutions, (Sales and Support for Rogers Communications),

North Bay, Ontario

Provided exceptional sales and customer service for Roger’s customers maintaining an established acceptance rating on quality monitoring tests.

Quickly and correctly answered product questions including features and benefits of the different products and services offered.

Received training and used the Rogers customer service software.

Took a proactive approach to discovering customers’ needs and listening to what they are looking for.

Seized opportunities for achieving sales targets by upgrading existing or recruiting new customers.

2020 to the present. Arise Platform, Work from home, serving customers like Peloton and Turbotax, as an independent business working from home, Toronto and North Bay, Ontario

Applied my excellent technical skills to guide customers through the Turbotax software inquiries, assisted with technical issues, error entries.

Assisted customers with general inquiries and technical support about the different Peloton fitness products.

Organized complicated deliveries, always aiming at achieving customer satisfaction.

Worked with Okta, Salesforce, Amazon connect, Webex, different VPN’s, CRM, telephone systems and different software’s.

Received training for each of the program’s specifics and needs.

Became a top performer and 100% customer satisfaction.

Worked different shifts, sometimes everyday of the week as an independent business.

2019 to 2020 Customer Experience, Booking.com, Toronto, Ontario

Used my excellent customer service and communication skills, while maintaining a positive customer service relationship, while dealing with customer and partners concerns and issues.

Applied my excellent organizational skills, by prioritizing under changing circumstances. Utilizing my time management skills, to prioritize the urgency of the different cases, in a timely manner.

Creative and flexible thinker to find solutions outside the box, that complied with company policies, in a fast-paced environment.

Attention to detail to ensure a quick resolution, which complied with rules and standards.

Maintain a sound level of product knowledge, across multiple product lines and systems. Like Booking Basic.

Participate in various activities for process improvement and/or company initiatives, as needed. Like the Peer-to-Peer program which we started as a pilot program but was implemented as an ongoing program to improve agent performance.

Weekly publications of company news and procedure changes/updates, with positive social and environmental impact in the company’s culture.

Deescalated calls with satisfactory results.

Worked shift works, including statutory holidays.

Build excellent rapports with clients and partners, as well as management and colleagues.

Worked in the call center and from home when the Pandemic started.

1993 to 2019 General Manager, Wholesale, DUNIN and MTM World Trade Corporation Mississauga, Ontario

Responsible for contacts with customers and suppliers ensuring the company excels in customer service

Attended and coordinated international trade shows and fairs, responsible for all logistics including travel arrangements, recruiting help in different cities and dealing with customers from different cultures in their own language.,

Establish and work in a team environment

Responsible for all Human Resources

Sourcing and selecting new products

Prepare budgets and product costing to ensure proper profit margins are achieved

Participating in all aspects of the fast-paced business cycle managing multiple projects

Respond to telephone and email inquiries to achieve quality communications and customer satisfaction accordingly.

Implement and develop marketing projects, promotions, including trade shows, recruiting a sales force ensuring existing and new customers remain on board.

Responsible for Accounts Payable and Accounts receivable

Negotiated contracts and terms with suppliers and customers.

Develop a business strategy for the international market and maintain business relationships with suppliers and clients abroad and in Canada.

Coordinate logistics for shipments and researched most feasible and economical options

Manage leads, mailing lists and follow up with phone calls, written communications to promote sales during the events and thereafter

Created programs best suited for the customer needs, emphasizing active listening and brain storming in-order to achieve sales targets and customer satisfaction

Acted as a liaison between customers, suppliers and sales force.

Chaired meetings with personnel and suppliers

1991 to 1992 WORLDCARE INTERNATIONAL ASSISTANCE

(bought by ZURICH CANADA, Toronto, Ontario

Assistance/Claim Coordinator at Travel Medical Insurance

Processed customer claims and provided exceptional assistance in a fast paced and challenging environment always maintaining detailed records

Assessed customers’ needs and provided outstanding solutions while travelling

Answered customer inquiries regarding policies, pricing, and delivery in a courteous, professional and timely manner

Implemented Quality Assurance Program for medical-case management

Coordinated various services including airlines, air ambulances, Canadian embassies aid and medical providers, hospitals, and doctors

Arranged direct payments with hospitals and suppliers.

Wrote specific user manual for the insurance company unique software

Trained new personnel

Worked 24/7 shifts including weekends and holidays

1990– 1991 MORENO TRAVEL, Toronto, ON

Travel Agent

Dealt directly with the customers, arranging all travel needs. Specialized in Mexico and Latin America

Arranged group tours including all travel details, prepayments and reservations

Worked on American Airlines industry software SABRE, trained in American Airlines Headquarters in Dallas, TX

1989– 1990 CHIMO HOTEL, NORTH YORK, ON

Front Desk Guest Services and Night Auditor

Perform end-of-day accounting tasks and overnight front desk duties.

Seamlessly handle complaints, room issues and conflicts.

Education Background:

Canadore College, North Bay, Ontario

Hotel, Motel, Restaurant and Resort Management (Including event and conference management

Universidad de las Americas, Mexico City, Mexico

Business Administration and International Development

Business Communication – focus on approaches for planning, creating and transmitting business information within a variety of business situations found in the global marketplace.

Business Policy - integration and analytical application of fundamental areas of business-to-case problems.

School of Travel Agents, Toronto, Ontario

York University, Toronto, Ontario - Canadian History

Universty of Toronto, Toronto, Ontario

Principles of Marketing - the relationship between marketing activities of the organization and the consumer.

2021 OLIVERS – HLLQP, Toronto, Ontario - need to write the license exams.

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