CSR

Bryan Matali

** ******** ** ** **********, DC ***12

Tel: 202-***-****

***********@*****.** *******@*******.***

Excellent communication, writing and interpersonal skills to effectively interface with all levels of staff, clients and customers. Strong analytical skill with the ability to resolve complex problems, gather and interpret data from different sources and to complete assigned tasks and projects

LANGUAGES

Fluent in French and English – written and spoken.

WORK HISTORY

Mandarin Oriental Hotel

Washington dc

May 2011 to Present

Functions

As a Guest Service Representative I ensure that a high standard of service is maintained throughout the Spa.

Assist in the operations of all spa departments.

Maintain inventory of supplies for the operations of the spa reception

Maintain a high standard of appearance and personal hygiene as lay down by the Spa. Director.

Courteously interact and answer all spa and hotel related questions with guests.

Follow MOHG telephone etiquette.

Responsible for all administrative procedures to ensure that the spa is run professionally and in accordance with Health and Safety policy.

Red Door Spas(Willard hotel)

Elizabeth Arden

Washington DC

From November 2009 to May 2011

Functions

As a Guest Service Representative I am be responsible for exceeding guest expectations by providing them with impeccable guest service. Responsibilities include receiving guest at check-in with a warm welcome, caring for their experience, and providing a fond farewell at check out. Other duties include: answering phones, booking appointments and selling, displaying exceptional knowledge of products and services offered. Performs various administrative functions as assigned. Reports to the Guest Service Manager; takes direction from Guest Service Lead or Future Booking lead.

with a professional appearance and a passion for delivering exceptional guest service. Other requirements include:

• Strong customer service skills. Position continually requires demonstrated poise, service with a smile, tact and diplomacy

• Previous call center or reservation booking experience in a fast-paced service environment

• Excellent (English speaking) communication skill.

• Positive attitude and enthusiasm

• Team player with good organizational and interpersonal skills

• Strong PC and keyboarding skills

• Able to handle multiple duties simultaneously

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Bryan Matali

57 Gallatin St NW Washington, DC 20012

Tel: 202-***-****

***********@*****.*********@hotmail.com

Europe Assistance USA

Washington DC

International Assistance Coordinator and claim representative

From January 2008 to December 2008

FUNCTIONS

Handle all inbound and outbound calls in a courteous and timely manner following department procedures at all times.

Knowledge of medical case management; as it relates to coordinating care for our subscribers; provided appropriate follow-up and tracking of care

Established contacts with physicians, hospitals, or any other type of provider of services.

Provide a high level of customer service at all times; Handle dissatisfied customers in a professional manner.

Maintain an average score on all auditing

Document 100% of inbound and outbound calls following department procedures.

Document all necessary follow-up procedures and establish appropriate time frames for completion of follow up.

Assign follow up cases to the correct department/person whenever necessary.

Air France

Service desk agent call center

Sunrise, Florida

From January2007 to October 2007

Process of treatment, communication, rebooking & contact, activity distribution

A worldwide service to air France customer, rerouting solution for all passengers

Roc Agent: handle irregularities, rebooking, updating GG cancellation and delay pages, handle Sky team alliance support desk. Communicate with Roc Montreuil (France) calls, recalculated fares when requested by sky team.

Work on queues; verify fares rules when a change is requested even on a past date record.

Create procedures and guidelines for any specifics situations.

Produce monthly reports for Roc and sky team.

Bryan Matali

57 Gallatin St NW Washington, DC 20012

Tel: 202-***-****

***********@*****.*********@hotmail.com

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Sheraton Starwood hotel

Don Shula’s on the beach steak house

Fort Lauderdale, Florida

From January 2006 to December 06

Provide quality food services to restaurant clientele

Panera Bread: Associates Trainer

Studio city, California

From July 2004 to 2005

Provide quality food service to restaurant clients.

Handle cashier transactions and daily-reconciled receipts Knowledge of different sandwiches.

Bakery services

Responsible for management of stock and delivery

Flat Top Grill

Arlington, Virginia

From February 2003 to June 2004

Delivered high standard of service to client.

Gained in-depth knowledge of the food and wine menu to increase efficiency

SKILLS:

Word, Excel, Adobe, program Amadeus, Apollo,Book4time,Spasoft, Tact and Diplomacy’s Skill

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