MARYAM MIRZA

*** ******* ***

C: +1-613-***-****

Otta w a, ON K 1 T 0G1 E:

m acd7bf@r.postjobfree.com

K E Y SK I L L S

• Strong customer focus, dealing with customers with professionalism and care

• Excellent interpersonal and problem solving skills; able to apply creative solutions that have a

positive impact on results

• Recognized ability to work under pressure, handle stressful situations and maintain f lexibility

• Ability to respond quickly and proactively to situations and seize opportunities

• Ability to influence, convince and create mutually acceptable solutions in the context of conflicts

• Possess an energetic and tenacious achievement orientation

• Exhibit leadership qualities which elicit t rust in employees and demonstrate leadership judgment

• Strong commitment to teamwork

• Excellent verbal and wr it ten communication skills.

• Knowledge in AC safety and service standards as well as labour relations

• Excellent knowledge of airport operations

• Strong computer skills

• Ability to work day, evening, night and weekend shifts.

WO R K E X P E R I E N CE

G uest Service Agent, Westmont Hospitality Group – Radisson Hotel – Ottawa, Canada

October 2013 to Present

• Delivered exceptional service to guests, owners and other team members at all t imes

• Met and exceeded sales goals and targets through proactive selling and relationship building

• Made and processed guest and owner reservations accurately

• Ut ilized yield management techniques in all reservations requests to maximize revenue and contribute to

resort profitabili ty

• Followed and maintained standard operating procedures for all resort operations

• Worked in cooperation with all departments and team members to ensure a streamlined hotel experience for

a ll guests

• Provided accurate and compelling tourist and destination information to guests and owners

• Anticipated guest needs and responded to them proactively

• Reported notable guest challenges or situations to senior management in a t imely fashion

• Anticipated challenges and opportunities and suggested solutions for them

• Welcomed, checked in and oriented all guests and owners upon ar rival

• Informed and oriented guests to the resort's facilities, amenities, activities and events upon arrival

• Checked out, collected payment and thanked all guests and owners upon departure

• Responded proactively to a wide range of guest requests and needs during guests stay

• Responded to concerns (and compliments) from guests in a professional, service-driven fashion

F reelance Multimedia Reporter – Ottawa, Canada A pril 2013 to

P resent

• Researched and wrote several articles for local newspapers in the Ottawa/Gatineau region

Report er, G u lf News – D ubai, U AE

F ebr u ary t o A pril 2013

• Researched and w rote sev eral feature ar t i cles on a w ide r an ge of t opi cs f or a m aj or newspaper

• B uil t sources, delved i nto p ublic records and analy zed databases w h en con du ct i n g research an d

w r it ing a r t i cles

• Used social media eff ecti vely such as F acebook and T wit t er to devel op and m aintain a stron g

n etwork of conta cts and sources

• Wr ote sev eral media r eleases w hen r equired by edit or

• Accur ately an d fairly repor ted ar ti cles on govern men tal and social i ssues i n D u bai

• Pri or i tized an d j uggled m u l tip l e p rojects i n a h i gh p ressure envir onment w i t h st r ict deadl i nes

• Dev eloped ef fect ive work i ng r ela t ion sh i ps w ith n ews sources t o en cour age f eedback and

communication

• Consistently met and achiev ed goals an d objectives set by t he edit or f or a rticle and st ory deadlines

• Continually sought ou t i n n ovat ive and creative s tory l ines to r eport on for t he community of r eaders

• Effectively t w eeted and u sed social media to ols f or t he pu bli ci ty of issues and st ories

• Formulated key questions f or i n t erview s to a r r ive a t key poi n ts necessary for an eff ect ive

st oryline. E .g. int erview w ith Regional Ch ief of Communication a t U N ICEF i n Jor dan

• Negotiated and secured pr ime i n tervi ew candidates to p rov ide t h e m ost curr en t n ews i t em s on a

regular basis

Report er, A l gon q uin T i me s – O tt a w a, O N Septe m ber

2012 t o F ebruary 2013

• Covered a r ange of a reas (e.g., news, sports, business, edu cation, h ealth care, l if estyle, t ravel) as

a general assign m ent r eporter (and p hotograph er)

• W orking k nowledge of a ll p rograms i n A dobe C reat i ve Suite (Photoshop, I nD esign, F la sh,

D reamweav er, etc.)

• W r ote, recor ded an d edi t ed scr i pt/cli ps f or r adio br oadcast ing pr oject s and news

• B logged and u pdat ed F acebook and t w i t t er pages f or t he A lgon qui n T i mes

• Used social media eff ect i vely such as F acebook and T wit t er to devel op and m aintain a s tron g

n etwork of conta cts and sources

• Shot an d edi t ed photos an d v ideo (usi n g my own Canon DSLR camera) to cr eate au dio slid eshows,

galleri es f or websites an d assignment s

p hoto

• E x per t w ork i ng k nowledge of Ph oto shop; u sed i t daily t o edit p h otographs for newspaper /magazine

• Used A dobe I nDesign f r equent ly t o paginate college newsp aper w ith a t eam

Design ed i to r, G lue M a ga zine – O t ta wa, O N Sep t emb er 2012

t o F ebr u a ry 2013

• W orked w i th a t eam of f ive edi tors t o p ut toget h er i ssue – p icked st ory i deas, assigned w r i t ers t o

s tories, fact- checked each s tor y, used I nDesign to l ay out t he ma gazine w i th fel low editors

• I n charge of t he cover and over all design of t he w i nter 2013 is sue of Gl u e student magazi ne

• Collaborated w i t h p hoto editor t o p ut t ogether lay out of magazi n e

• P r oofread sev eral a rticles submi t ted by contr i buting w ri ters

• Dem onstrat ed ex cell ent organization al skills

Customer Ser vi ce R e p r esen t a tive, Por ter A irl i nes – O tta w a, O N November

2009 – F ebru a ry 2013

• Dem onstrat ed ex cell ent customer serv i ce skills daily, especially du r ing shifts w ith sev ere

w eather delay s and cancel lations

• Used reason t o com muni cate w ith passengers w ho were very st r essed and h i ghly em ot ional d uri n g

t heir t ravel

• L istened, u nder sto od and r esponded accordingly to emotional n eeds of cust om ers i n s tressful

envir onm ent

• Commu n i cated eff ect ively w i t h t eam m embers to delegate t asks accordi n g to each i n dividu als

s trengt hs t o ensure cust omer satisfact i on

• A t t ain ed a gov ernment security clear ance

• Checked-in passengers f or f l ights a t t he t i ck et coun t ers by assigni n g seats, d ir ecting passen gers

t o t h eir gat es and checking docum enta t i on for f l ig h ts w hile ensuri n g t he t imely and accura t e

delivery of passenger l uggage

• Per f orm p re-f light check-in p rocedures by m ak i ng gate an noun cement s, issui n g boarding passes

and boarding the f l i ght

• Monitor car ry-on l u ggage and operate a ircra f t doors

• Assisted passengers w ith special n eeds such as w heelchair passengers and u naccompan i ed m i nors

E D UCAT I ON

A lgonquin Col l ege - Ott aw a, Ontario

2012 – 2013

Dipl oma i n J ournali sm

Car leton U niversity - Ot t aw a, Ontario

2007 – 2011

B.A. Hon ours i n Psychol ogy

Concentrati on i n Commu n ication S tudi es

R E FE R E NC E S

M ick O’Reilly - Senior Associate Editor

Gulf News

PO Box 6519

Dubai, UAE

Mobile: +971-**-*******

acd7bf@r.postjobfree.com

J ulie McCann- Journalism Professor and Placement Coordinator

Algonquin College

1385 Woodroffe Ave

Ottawa, ON K2G 1VB

Office: 613-***-**** ext. 5183

acd7bf@r.postjobfree.com

Eve Waserman – Customer Service Representative Lead

Porter Airlines

1000 Airport Parkway Private

Ottawa, ON K1V 9B4

Cell: 613-***-****

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