Customer Service Manager
Resume:
Shanna Belzile
Toronto ON, M4Y 1B9
Phone: 250-***-****
****************@*******.***
Holland College- 2004-Diploma in Tourism and Travel Management
EDUCATION
Simonds High School- 2000-Graduated with academic honours
Disney Interactive Worlds Canada – Customer Service Rep. and Trainer- May 2009 to
WORK
July 2013 – I was part of a customer support team that set the industry standard in world
EXPERIENCE
class support. I provided general and billing related phone and email support on a daily
basis that includes extensive product knowledge and accurate detailed account
management. I interacted with and contributed to the online communities to enhance the
guest’s experience and safety. I proactively contributed to regular team meetings and
learning and development sessions. I also did backup for reception and assisted in the HR
department with organization of confidential documents.
Winners Apparel -Customer Service Rep. and Trainer – 2008 to 2009 – Appointed by
management to hand prepare cash for deposits and be responsible for end-of-day
balance reports for all registers. Handled customers returns, purchases and other inquires
at the customer service desk. Prepared and distributed the merchandise to be put out onto
the sales floor once organized.
Econolodge- Choice Hotels – Front Desk Agent and Trainer– 2007 to 2013 –
Accommodated hotel guests by registering and assigning rooms, issuing room keys,
transmitting and receiving messages, keeping records of occupied rooms and guests'
accounts, making and confirming reservations, and presenting statements to and
collecting payments from departing guests. Worked on my own with no supervision while
accommodating guests needs.
Radium Resort – Front Desk Agent and Trainer – 2006 to 2007 – Facilitated high profile
groups by making sure that their needs were met throughout their entire stay.
Accommodated guests by registering and assigning rooms, issuing room keys,
transmitting and receiving messages, keeping records of occupied rooms and guests'
accounts, making and confirming reservations, and presenting statements to and
collecting payments from departing guests. Met additional needs of the resort by assisting
with reception duties; such as directing vendors and signing for parcels, prepared parcels
to be shipped out. Assisted supervisor/managers with their tasks as well as completed
essential reports.
Walt Disney World Resort – Cultural Representative and Trainer – 2005 to 2006 –
Promoted the heritage of our country by providing knowledge and answering questions for
our guests. Set up, stocked and counted inventory and maintained the cleanliness of the
shops. Always portrayed a positive, fun, and energetic demeanour while ensuring guests
enjoyed their experience.
Dollar Store Plus –Customer Service Rep. and Trainer – 2001 to 2005 – Assisted
customers with their purchases at cash register. Ordered merchandise at a cost efficient
price for the stores’ need on a daily basis. Organized the layout of the store, maintained
the cleanliness of the stock room, and managed inventory
• Strong organizational skills
SKILLS AND
• Strong communication skills- written and conversational
INTERESTS
• Strong interpersonal skills- able to work with multiple communication styles
• Proactive problem solver
• Eager to learn and consistently develop myself
• Proficient in Outlook, and Microsoft Office programs
• Confident and pleasant phone skills
• Enthusiastic about providing excellent customer service
• Team player
• Maintains poise in difficult situations
• Ability to multitask effectively in a fast paced, dynamic environment
• Attentive and able to retain a constant flow of information
• Embraces change and new ideas
REFERENCES Brandon McLeod (character reference)
Team Lead, Disney Interactive
Ph: 250-***-**** Ext: 3054
Leslie Grieve
Payroll and Benefits Specialist, Disney Interactive
Ph: 250-***-**** Ext: 3675
Paul Ross
Owner and General Manager, Econolodge
Ph: 250-***-****
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