Customer Service Manager
Resume:
SHAHNAAZ COOPER
Victoria, BC V9B 4P6
********@*******.***
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
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