PERNESA L. FERGUSON

#* ********* **, ****** *****

Freeport, Grand Bahama

P.O. Box F-41941

242-***-****/687-8901/375-5421

Email: adzvl8@r.postjobfree.com

OBJECTIVE: To obtain a position that will offer maximum exposure and promote career advancement that will enhance myself and your establishment. HIGHLIGHTS OF QUALIFICATIONS

• Eighteen years experience customer service, office administration and sales

• Skilled at building professional relationships with customers, colleagues and management

• An effective communicator who delivers and maintains quality customer service and care

• Proven ability to learn quickly, apply new techniques and skilled at working in a busy environment

CORE COMPETENCIES

Customer Service and Communication Skills

• Assist hotel guests with travel and accommodation needs

• Access guest information and documented guests’ requests

• Resolve guest complaints in a timely, courteous and professional manner at all times

• Provided accurate and detailed information regarding services, schedules and rates

• Processing reservations and initial check-in transactions, handling cash and credit card transactions

• Coordinated services provided by pool and beach, kids camp, laundry, spa golf and concierge

• Processing money gram sending & receiving transactions

• Processing bill payments for GB Power & Utility, Cable Bahamas, B.E.C & BTC

• Processing U.S Visa Payments

• Collecting Insurance, Mortgage and Loan payments

• Updating insurance premium books and reconcile payments

• Processing large cash transactions from internal & external customers Office Administrative Skills

• Proficient using Microsoft Word & Excel, Quick books & Internet

• Accurate and efficient typing speed of 50 words per minute

• Improved training of incoming employee

• Organized billing to maintain timely payable and receivable accounts

• Drafting business & residential contracts letters, sending faxes, emails and copying

• Processing new business applications for life health & car insurances

• Balancing & depositing large daily cash amounts

• Cross Training in accounts receivable

Human Relations Skills

• Communicated in writing and by phone to many customers

• Answering incoming telephone calls, listening to customer concerns and developing appropriate solutions

• Working with management on escalated customer complaints to ensure maximum customer satisfaction levels

EDUCATIONAL BACKGROUND

• 1996-1999 Jack Hayward High School Freeport, Bahamas High School Diploma – Credit

Pitman(Computer) – First Class Pass

Awards/Certificates: Honor Roll, Religious Studies, English Language, Mathematics, Computer Science, Physics, Geography

• 1992-1996 Freeport Anglican High School Freeport, Bahamas

(6) BJC’s: English, Mathematics, Home Economics, Religious Studies, Health & General Science

PROFESSIONAL BACKGROUND

• Grand Lucayan Resort Accounts/Reservations/Front Desk Agent 2016-2020

• B.A.F Financial/Cash N Go Senior Customer Service Rep 2014-2015

• Sheraton @ Our Lucaya Resort Front Desk Agent 2004-2009

• Bugs R Us Pest Control Ltd. Office Administrator 2001-2004 PROFESSIONAL QUALIFICATIONS/CERTIFICATES

• Employee Of the Month Award Winner

• Top Front Desk Agent

• F.A.U Customer Service Training Certifcate

REFERENCES

• Upon Request

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