Customer Service Front Desk

SADIA MOONAH-JOHN

Dow Village, California, Trinidad and Tobago Ph: 868-***-**** / Mobile: 868-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Dedicated and meticulous professional with over 20 years of experience in hospitality, customer service, business management, events management, marketing, and promotions. A proven track record of attention to detail and a commitment to excellence, enabling rapid acquisition of new skills and technologies to enhance organisational efficiency. My diverse background strengthens my problem-solving capabilities and ensures successful outcomes in dynamic environments, making me an asset to any team or organisation.

COMPUTER SKILLS & SOFTWARE

Microsoft Applications (Excel, Word, PowerPoint, Outlook)

Trained in A+

Installation of hardware and software

Diagnosing, troubleshooting, and repairing of any PC issues

Upgrading hardware and software

PROFESSIONAL EXPERIENCE

Phlebotomist in Training

NWRHA / COSTAATT June 2024 – August 2024

Sangre Grande Health Centre – Point of Care Centre

Conducted various laboratory tests, demonstrating proficiency in pre-analytic and post-analytic phases to ensure comprehensive patient care.

Prepared samples and specimens following NWRHA guidelines, upholding the highest standards of accuracy and reliability in data interpretation.

Leveraged attention to detail to adhere to established health and safety policies, enhancing laboratory compliance and operational efficiency.

Documented all activities meticulously, ensuring seamless information retrieval and record-keeping that facilitated improved patient management and care continuity.

Phlebotomist in Training

NWRHA / COSTAATT June 2024 – August 2024

Sangre Grande Hospital – Phlebotomy Laboratory

Assisted in the intake and phlebotomy process under direct supervision, enhancing patient experience through effective communication and empathetic service.

Performed clinically relevant blood collection techniques, including capillary and venipuncture for pediatric and geriatric patients, ensuring adherence to protocols prioritising patient comfort.

Maintained confidentiality and sensitivity while handling blood samples, reinforcing ethical standards and respect for patient privacy throughout processes.

Observed strict compliance with OSHA guidelines, ensuring a safe working environment through properly disposing contaminated materials and equipment sanitisation.

Maintained comprehensive documentation for patient and sample data, streamlining sample processing and minimizing errors in laboratory work.

Director, Business Development and Relations

EAX Holdings, Trinidad & Tobago March 2014 – August 2016

Spearheaded brand development initiatives that resulted in a 30% increase in website traffic and a significant boost in online advertising revenue.

Developed and executed strategic plans for franchise development and sales promotions, which expanded the organisation's market reach and brand recognition within six months.

Forged and nurtured new business partnerships through comprehensive market analysis and relationship management, leading to successful multi-year development deals.

Conducted training sessions for franchise holders on maintaining brand standards and operational excellence, ensuring high-quality service delivery across all franchises.

Liaised effectively with internal and external stakeholders, fostering collaboration that drove business growth and aligned with corporate objectives.

Marketing Director

Ghost Armor Caribbean, Trinidad & Tobago / Barbados May 2012 – April 2015

Championed customer service excellence initiatives, increasing customer retention rates by 25% through enhanced satisfaction strategies and marketing outreach.

Orchestrated all advertising campaigns and promotions, successfully launching initiatives that elevated brand visibility and engagement across multiple channels.

Mentored and trained new hires on customer service standards and business practices, fostering a cohesive work environment emphasising teamwork and professional development.

Maintained accountability for managing B2B client relationships and securing contracts with corporate clients that contributed over 40% to overall business revenue.

Spearheaded the successful execution of marketing and promotional activities, resulting in a consistent positive brand perception in both the Caribbean and international markets.

Manager & Founder

Events by Sadia, Trinidad & Tobago July 2010 – February 2012

Successfully established and branded "Events by Sadia," generating a 50% increase in clientele within the first year through targeted marketing and networking strategies.

Collaborated with clients to design customised event plans encompassing budgeting, scheduling, and stakeholder engagement, ensuring alignment with clients’ visions and expectations.

Negotiated contracts with vendors and secured premium event locations, leading to executing high-quality events within predetermined budgets without compromising on standards.

Directed and trained event-specific staff, ensuring all personnel had relevant skills and knowledge to deliver exceptional on-site service.

Managed all aspects of event execution, from pre-event coordination to logistics on the event day, guaranteeing flawless delivery and heightened guest experiences.

Executive Assistant

BA Motors & Sales LLC (Agents for Renault) May 2003 – October 2004

Provided comprehensive support to the After Sales Manager by preparing detailed proposals and reports that enhanced operational efficiency and client satisfaction.

Cultivated strong relationships with clients through effective communication and problem-solving skills, successfully resolving issues promptly and professionally.

Coordinated appointments and meetings precisely, ensuring clear communication of schedules to all relevant parties, thus facilitating seamless operations.

Maintained brand standards in the after-sales department by implementing best practices, contributing to increased positive customer feedback.

Front Desk Associate

Hilton Hotels Trinidad March 2002 – January 2003

Revenue Generation: Actively contributed to room sales strategies by assessing occupancy levels, providing targeted recommendations to management, and assisting in marketing initiatives promoting hotel services.

Guest History Management: Maintained comprehensive guest profiles and history in the hotel’s marketing database, enabling personalised service and targeted promotional offers, thus enhancing guest retention and satisfaction.

Reporting and Analysis: Developed detailed reports as requested by the Duty Supervisor, aiding in operational decision-making and the strategic planning of services offered at the hotel.

Guest Relations and Complaint Resolution: Effectively received, registered, and managed guest complaints proactively, ensuring all concerns were addressed promptly. By maintaining high standards in customer service, I successfully enhanced the overall guest satisfaction experience.

Financial Transactions: Managed financial processes, including posting charges, processing cash and credit payments, and ensuring accurate account reconciliations at the end of shifts, maintaining accountability and financial integrity.

Help Desk Operations: Oversaw the 24-hour Help Desk service, diligently managing guest requests, complaints, and feedback. Worked to uphold the Hilton brand's service excellence by ensuring swift resolution of issues and seamless communication between departments.

Executive Club Room Associate

Hilton Hotels Trinidad April 2002 – December 2002

Executive Lounge Management: Took charge of the executive club room operations, ensuring an exclusive and luxurious experience for high-level guests, which included dignitaries and business leaders.

High Standards Compliance: Ensured that all suites and public areas met Hilton’s stringent brand standards of cleanliness and luxury, conducting regular inspections and taking corrective action when necessary.

Personalized Guest Service: Focused on exceeding the expectations of high-profile guests by addressing special requests and needs promptly, allowing them to feel valued and appreciated with tailored services.

Lounge Experience Coordination: Managed the afternoon lounge experience, curating a setting that promoted relaxation and socialization among guests while offering complimentary refreshments and high-quality service.

Discreet Guest Engagement: Interacted directly with distinguished guests, including diplomats and celebrities, ensuring a high level of privacy and satisfaction while fostering an unobtrusive but responsive service environment.

Volunteer Work

Noah’s Ark Veterinary Clinic LTD

Dr. Kelly Mootoo

Animal Care and Welfare: Provided dedicated care to animals by overseeing their feeding, grooming, watering, and exercise routines, significantly contributing to their well-being and comfort while awaiting veterinary services.

Assistance in Medical Procedures: Supported the veterinary team by preparing surgical tools and sterilising equipment. Monitored patients' vitals during anaesthesia, demonstrating a keen understanding of veterinary practices and patient safety.

Client Education and Support: Engaged with pet owners to provide essential information regarding their pets' care and health, offering empathy and understanding during potentially stressful situations and strengthening the bond between the clinic and its clients.

Administrative Support: Aided in maintaining clinic operations by assisting with record-keeping and appointment scheduling, ensuring smooth workflow and enhancing the overall efficiency of the practice.

EDUCATION & CERTIFICATES

College of Science Technology and Applied Arts of Trinidad & Tobago (COSTATT)

Certificate in Phlebotomy

College of Science Technology and Applied Arts of Trinidad & Tobago (COSTATT)

Associate Degree in Management

College of Science Technology and Applied Arts of Trinidad & Tobago (COSTATT)

Introduction to Developmental Disabilities

Verbal Behavior Institute

Registered Behavior Technician

University of California – Davies

Autism Spectrum Disorder

Caribbean Sign Language Centre

Level 1 Sign Language Certification

SDG Academy

Early Childhood Development for Sustainable Development

PROFESSIONAL TRAINING

BLS, CPR and AED providers through the American Heart Association

Training and competence in Hilton Hotel International F5 software.

Customer service satisfaction

Training in brand identity is maintained throughout all aspect

Reservations and booking

Handling special bookings, reservations, and rentals

Liaising with all departments to ensure customer satisfaction and brand standards

Working with external vendors

Managing dissatisfied customers, special requests, cancellations

References available upon request

Contact this candidate