Customer Service
Resume:
I am…
a motivated, hard working
woman with many years of
experience in the tourism,
hospitality and outdoor industry.
always seeking for new
challenges and therefore willing
to learn and grow.
a friendly, reliable individual
enthusiastic about meeting new
people & providing exceptional
customer service
detail-oriented team player with
strong organizational skills.
able to handle multiple projects
simultaneously with a high
degree of accuracy
and much more…
Skills
DecisionMaking
LocalCustomsAwareness
In-Depth Knowledge
PhysicalStamina
EventCoordination
ActiveListening
Adaptability
Tour/Travel Planning
CustomerService
MicrosoftOfficeSuite(Word, Excel, Power Point)
MicrosoftOutlook
AdobePhotoshop,Acrobat Reader,
Wordpress, Facebook, Instagram
Problem-Solving Abilities
CustomerRelationshipManagement(CRM)
CallManagement
Socialskills(friendly, helpful, outgoing,
motivated, team-player, sense of responsibility
and much more)
Serving skills
Accomplishments
helping hand on an organic farm, Keahuaiki
Farm, Honokaa, Big Island, Hawaii
built flight hours for becoming a private pilot
in Florida and Alaska
organized ski and bike expeditions to the
Himalayas, Peru, Morocco, Norway, Japan,
Mongolia, India
maintained a personal blog for sponsors in
the outdoor industry for more than 10 years
participated in national & international ski
movies as professional Freeride athlete
(sponsors: Fischer skis, Ortovox, Pieps, Contour
skins, Riggler, Zanier, Bergans of Norway)
wrote travel & adventure stories for national
& international outdoor magazines
Education
Bachelor or Education/Teacher Training College,
Innsbruck/Austria
Highschool Diploma/Business school,
Lienz/ Austria
Work History
Customer Service Representative
& Shuttle Driver Seward Helicopter Tours
Seward, AK / June 2023 - September 2023
Job description:
● Enhanced customer satisfaction by promptly
addressing concerns and providing accurate
information.
● Resolved customer complaints with empathy,
resulting in increased loyalty and repeat
business.
● Assisted customers in navigating to company
website and placing online orders, improving
overall user experience.
● Actively listened to customers, handled
concerns quickly and escalated major issues to
the supervisor.
● Collaborated with team members to develop
best practices for consistent customer service
delivery.
● Managed high-stress situations effectively,
maintaining professionalism under pressure
while resolving disputes or conflicts.
● Answered customer telephone calls promptly to
avoid on-hold wait times.
● Offered advice and assistance to customers,
paying attention to special needs or wants.
Certifications
Bachelor of Education for sports and english
business school certification
certified Austrian ski mountaineering guide
certified ski-instructor (Level III) & ski coach
(Level C) - both highest level
First Aid/CPR/AED
Food and TAPS Worker Card Anchorage, AK
Alaskan & International Drivers License
Sales Employee Sport Imholz
Andermatt, Switzerland / December 2022 - May 2023
Job description:
● Boosted sales by building strong
relationships with clients and understanding
their needs.
● Increased customer satisfaction by providing
personalized product recommendations
based on individual preferences.
● Strengthened client retention rates by
consistently delivering exceptional customer
service experiences.
● Greeted customers, responded to questions
and improved engagement with merchandise.
● Helped organize the stockroom by unloading
shipments and performing inventory counts.
Middle School Teacher Land Tirol
Woergl, Austria / September 2022 - December 2022
Job description:
● Improved student reading comprehension by
incorporating diverse literature into lesson
plans.
● Enhanced classroom management and
fostered a positive learning environment
through consistent communication with
students, parents, and colleagues.
● Developed tailored instructional materials for
students of varying abilities, ensuring
individualized attention and support.
● Increased student participation in
extracurricular programs by promoting club
involvement and creating after-school tutoring
opportunities.
Hotel Front Office Receptionist Hotel Seehof
Valbella, Switzerland / July 2020 -September 2021
Job description:
● Enhanced guest satisfaction by efficiently
managing check-in and check-out processes.
● Maintained a welcoming atmosphere at the
front desk, addressing guest inquiries
promptly and professionally.
● Streamlined reservation procedures for
improved booking accuracy and increased
room occupancy rates.
● Developed strong relationships with guests,
resulting in repeat business and positive
online reviews.
● Collaborated with housekeeping staff to
ensure timely room turnovers, maximizing
available inventory for incoming guests.
● Managed difficult guest situations with
empathy and professionalism, finding
resolutions that met both guest needs and
hotel guidelines.
Hotel Front Office Receptionist & Server
Hotel Baenklialp
Engelberg, Switzerland / October 2019 - March 2020 Job description:
● Enhanced guest satisfaction by efficiently
managing check-in and check-out processes.
● Maintained a welcoming atmosphere at the
front desk, addressing guest inquiries
promptly and professionally.
● Streamlined reservation procedures for
improved booking accuracy and increased
room occupancy rates.
● Developed strong relationships with guests,
resulting in repeat business and positive
online reviews.
● Displayed enthusiasm and promoted
excellent service to customers, successfully
increasing referrals, and walk-in business.
● Ensured timely delivery of food orders by
closely monitoring kitchen processes and
collaborating with chefs to resolve any issues
efficiently.
● Provided knowledgeable recommendations on
local attractions, dining options, and
transportation services to enhance guests
overall experience during their stay.
● Trained new staff members in customer
service techniques and hotel operations.
Hotel Front Office Receptionist & Barista Anvil
Jackson, WY / December 2018 - May 2019
Job description:
● Enhanced guest satisfaction by efficiently
managing check-in and check-out processes.
● Maintained a welcoming atmosphere at the
front desk, addressing guest inquiries
promptly and professionally.
● Streamlined reservation procedures for
improved booking accuracy and increased
room occupancy rates.
● Developed strong relationships with guests,
resulting in repeat business and positive
online reviews.
● Efficiently prepared and served high-quality
beverages.
● Streamlined order processing through
accurate cash handling and efficient use of the
point-of-sale system.
● Educated customers on coffee offerings,
promoting upselling opportunities and
enhancing their overall experience.
Outdoor Lead Guide Austrian Mountain Club
Innsbruck, Austria / 2 years project 2017 - 2019
Job description:
● Provided informative and engaging guided
tours.
● Developed customized tour itineraries for
diverse groups, ensuring a memorable and
enjoyable trip.
● Maintained safety standards during
excursions, resulting in zero accidents or
incidents.
● Built strong relationships with local vendors,
securing exclusive access to attractions for
tour participants.
● Expanded tour offerings by researching new
destinations and attractions based on client
requests or emerging trends in the industry.
● Communicated professionally with
customers, answering questions and
addressing concerns to boost satisfaction.
● Managed tour groups by keeping on schedule
and quickly handling issues to promote
positive experiences.
● Continued learning and updating knowledge
about tour areas, culture and history to
provide accurate, timely and exciting
information to tour groups.
● Guided groups of up to 15 people on
scheduled tours.
● Planned and organized tours by determining
routes, selecting sights and landmarks to
visit, and coordinating transportation and
accommodations.
Additional work history
BIKEGUIDE Go Alps, Munich/Germany
BIKING KIDS COACH, Austrian alpine club
FREERIDE COACH for mountain companies / Austria
BIKEGUIDE Austrian Alpine Club
SCHOOL TEACHER secondary school, Austria
RECEPTIONIST Arthotel Binders, Innsbruck/Austria
PROFESSIONAL FREERIDE ATHLETE, Austria
WAITRESS Hotel Bergfreund, Switzerland
RECEPTIONIST Hotel Kapeller, Innsbruck/Austria
SPORTS COACH at different middle schools
SHOP ASSISTANT campsite Natterer See/Austria
SKI COACH carinthian youth skiteam
SKI COACH Ski club Pettneu Arlberg/Austria
WAITRESS Posthotel Urigen/Switzerland
SKI COACH Ski club Telluride/Colorado/USA
WAITRESS Posthotel Urigen/Switzerland
SKI COACH Ski club Matrei/Austria
SKI-INSTRUCTOR Ski school Obergurgl/Austria
SECRETARY apartment house Broser/Austria
WAITRESS Hotel Brücke, Mayrhofen/Austria
SECRETARY University sports center, Gurgl/Austria
RECEPTIONIST Hotel Gamper, Obergurgl/Austria
(assigned weeks summers 2018, 19, 21, 22)
(summer 2018)
(winter 2017/18, 2016/17)
(summer 2017)
(2016 - 2017)
(2015 - 2016)
(winters 2012 - 2016)
(summers 2014, 2013, 2012, 2011, 2010 )
(2013 - 2014)
(2012 - 2013)
(summer 2008)
(autumn 2007)
(winter 2006/07)
(summer 2006)
(winter 2005/06)
(summer 2005, 2003)
(winter 2004/05)
(winter 2003/04, 2002/03, 2001/02)
(winter 2003/04, 2002/03, 2001/02)
(summer 2002)
(winter 2000/01)
(1997 - 2000)
References
Pamela Pope, Landlord, Anchorage/AK
phone: 907-***-****
Email: *********@*****.***
Katie Getchell, Owner Keahuaiki Farm,
Honokaa/Hawaii
phone: 808-***-****
Email: *****.********@*****.***
Sascha Mueller, GoAlps Bikeguiding
Email: *.*******@**-****.**
Elise Cevetello, Manager Seward Helicopter
Tours, currently in Idaho
phone: 907-***-****
Email: **********@*****************.***
Thomas Imholz, Sport Imholz,
Andermatt/Switzerland
Email: *********@***********.**
Latest Reviews
Hi Melissa,
I hope you enjoyed Hawaii. We’d love to have you back as part of the team. Sarah and Travis are in Knik this winter, I know they would love to see you!
We would love to have you join our team again for the Summer 2024 season as a Customer Service Agent. The position would run from May 15th - September 10th. You are eligible for an end-of-the-season bonus of up to $500. Receiving the bonus is contingent on completing the duration of your contract and doing so in good performance standing, specifications will be clearly outlined in your initial paperwork. The deadline to accept this position is January 15th. If you decide that you would like the position after that time you are welcome to still reach out but we may have filled it with another applicant. Don't hesitate to contact me with any questions.
Happy Holidays!
Elise
--
Operations Manager
Seward Helicopter Tours &
Turning Heads Kennel
www.sewardhelicopters.com
Contact this candidate