Customer Service Representative

HILLARY FRASER

Email: ********@*****.** Home: 289-***-**** Mobile: 647-***-****

RECEPTIONIST

A customer service professional with experience within the health care, hospitality and tourism sectors,

with a proven track record and abilities to work closely with front line staff, support workers, patients, and

travel clients. Excellent customer service, organizational and interpersonal skills with the ability to work

well under pressure within diverse and fast paced environments. Proficient knowledge of various

computer software: MS Office Suite (Word, Excel, Outlook ), TMS Loyalty Travel Systems and Social

Media.

PROFESSIONAL EXPERIENCE

CUSTOMER CARE SPECIALIST/RESERVATION AGENT

Provided prompt and courteous service to guests/patients in a professional manner

Updated personal information accurately and managed bookings of guest rooms efficiently

Created an atmosphere that encouraged the customer to express complaints and concerns

Trouble shot customer complaints by using tact, tenacity and diplomacy

Handled over 50 clients’ reservation daily (hotel, car, air flights) by efficiently using TMS Loyalty

Group Software System

HOUSEKEEPING

Liaised between environmental services and various units within the hospital

Resolved employee related issues in a timely manner while maintaining and encouraging a

positive team and company culture

Assisted in the preparation of daily and weekly housekeeping staff schedules

Performed quality assurance on departmental employees in their daily duties

Enhanced communication between the housekeeping department and patients’/family members

in a compassionate and caring manner

TRAINING AND EDUCATION

DIPLOMA, George Brown College for Applied Arts & Science, Toronto ON 1994

FOOD & BEVERAGE MANAGEMENT

HOSPITALITY AND TOURISM MANAGEMENT

CERTIFICATE, Ryerson University, Toronto, ON 1992

MIDDLE MANAGEMENT FOR THE HOSPITALITY INDUSTRY

DIPLOMA, Career Canada College, Toronto, ON 1986

TRAVEL AND TOURISM

EMPLOYMENT HISTORY

ENVIRONMENTAL SERVICES SUPERVISOR Halton Health Care, Oakville ON 2013 - 2014

St. Michael’s Hospital, Toronto ON

ENVIRONMENTAL SERVICES SUPERVISOR 2006 - 2013

CUSTOMER CARE SPECIALISTS The Loyalty Group, Toronto ON 2002 - 2006

References Available Upon Request

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