Customer Service Quality Assurance
Resume:
TRIXIE ZABALA
Unit* **** Troy Avenue, Winnipeg, MB R3G 2R8 C: 204-***-**** *******@*******.***
PROFESSIONAL SUMMARY
Dynamic Hotel Desk Clerk highly successful at juggling multiple priorities while delivering superb service
with a smile. Computer-savvy and organized with strong attention to detail.
SKILLS
Front desk experience Efficient
Computer knowledge Diligent
Guest satisfaction specialist Courteous
Quality assurance People Person
Team building
Service-oriented
Hospitality background
WORK HISTORY
Guest Services Supervisor, 06/2014 to 06/2016
Homewood Suites by Hilton – Winnipeg, MB
Reviewed account information and charges with guests during check-out.
Resolved service-related problems in a timely manner.
Verified that personal and payment information on guest accounts was accurate and complete.
Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.
Made and confirmed reservations.
Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Computed bills, collected payments and made change for guests.
Greeted and registered guests and issued keys.
Recommended top dining and entertainment options for guests in the Winnipeg area.
Customer Service and Market Research, 05/2012 to 10/2013
Ipsos Reid – Winnipeg, MB
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center
environment.
Managed high call volume with tact and professionalism.
Met or exceeded service and quality standards every review period.
EDUCATION
Bachelor of Arts: Radio and Television Broadcasting, 2014
Academy of Broadcasting - Winnipeg, Manitoba
Bachelor of Arts: Broadcast Journalism, 2011
De La Salle University - Manila, Philippines
High School Diploma: 2012
Daniel McIntyre Collegiate Institute - Winnipeg, Manitoba
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