SHAHNAAZ COOPER

***-*** ******* **.

Victoria, BC V9B 4P6

778-***-****

ndi3h6@r.postjobfree.com

HIGHLIGHTS OF SKILLS AND QUALIFICATIONS

• Over 10 years providing courteous and helpful customer service

• Outstanding interpersonal and cross-cultural communication skills

• Experience training, supervising and scheduling staff and managing payroll

• Self-motivated, results driven and goal-oriented

• Organized and adaptable with strong problem-solving skills

• Proven track record of maintaining satisfied repeat clientele

• Skilled in various hotel related and retail management software

• Use Microsoft Windows, Word and Excel regularly

EMPLOYMENT HISTORY

SUPERVISOR, Econolodge Motel Village, Calgary, Alberta 2008 to 2011

• Handled all aspects of customer check-in/out and reservations

• Assigned rooms to guests and managed space availability

• Effectively identified and resolved problem situations in a prompt, professional manner

• Reconciled daily receipts and posted data to spreadsheets, tracing discrepancies and ensuring accuracy in every detail

• Trained employees in all front office operations, including cash handling, customer service, switchboard and record keeping

• Proven track record in creating and keeping repeat clientele

• Managed payroll for front desk and housekeeping staff

ASSISTANT MANAGER, Cellulure and More, Killeen, Texas, USA 2003 to 2008

• Built a loyal customer base while selling cell phones and accessories

• Developed an effective selling technique involving: listening carefully for key concerns of customers, find ways to interest potential buyer in the product and representing the company in a positive light

FRONT DESK MANAGER, Ramada Limited, Marietta, Georgia, USA 1996 to 2003

• Responsible for day-to-day operation of an active hotel front desk

• Effectively hired, trained, motivated and supervised staff to meet established goals

• Worked with major clients to negotiate and reserve blocks of rooms for conferences

• Streamlined service to customers by learning about and coordinating efforts with the related departments at the hotel

• Managed payroll for front desk and housekeeping staff

• Audited and balanced cashiers reports and was responsible if providing effective budget forecasts

• Listened to, understood and met customers' varied needs

REFERENCES AVAILABLE UPON REQUEST