Guest Services Officer/ Compliance Officer

• Sep 2022 - Present

Customer Service Team Lead

• Jul 2019 - Nov 2022

Provided support to team members and supervisors Responded to emails from management and team members Provided update of procedures to team Worked together with supervisor and provided feedback on team members Ensured team members were accurately logged in for the day and clock in card matched hours worked Received escalated calls from clients and resolved issues Hosted training sessions, provided coaching feedback and one on one uptraining meetings Provided support to team members and supervisors Responded to emails from management and team members Provided update of procedures to team Worked together with supervisor and provided feedback on team members Ensured team members were accurately logged in for the day and clock in card matched hours worked Received escalated calls from clients and resolved issues Hosted training sessions, provided coaching feedback and one on one uptraining meetings

Tour Guide

• Nov 2017 - Aug 2022

Tour Guide 11/2017 to Present (Part time) Welcomed guest to the Park Answered their questions on Park related activities Demonstrated a high level of customer service Verified their tickets before commencing tours Ensured that guests were comfortable and satisfied during tours Tour Guide 11/2017 to Present (Part time) Welcomed guest to the Park Answered their questions on Park related activities Demonstrated a high level of customer service Verified their tickets before commencing tours Ensured that guests were comfortable and satisfied during tours

Front Desk Agent

• Jan 2016 - Aug 2017

• Demonstrated a high level of customer service • Trained new members of the guest service team • Greeted and welcomed all guest with a smile • Processed credit card accommodation fees • Accommodated guests’ request for a variety of arrangements • Processed telephone and walk in reservations • Escorted guest to their assigned rooms including transporting of their luggage • Reviewed account information and charges with guests during check out • Collaborated with maintenance and housekeeping to ensure that high standards and quality service was maintained • Resolved service related problems in a timely manner • Verified that personal and payment information on guest accounts was accurate and complete • Solicited feedback through face to face conversations to evaluate levels of guest satisfaction • Updated team members about changes in service, pricing and policies • Served guest breakfast, lunch and dinner. • Managed housekeepers to ensure that rooms were cleaned at highest standards in a timely manner • Informed staff of their to do list for the day • Updated management throughout the day with what was happening on the property as well as guest request and queries. Show less

Customer Service Representative

• Jun 2014 - Jul 2014

My responsibilities included: *Politely assisted customers in person and via telephone *Updated clients’ database in the system and their when they paid their premiums or withdrew deposits. *Assisted customers requiring travel insurance *Wrote checks for insurance refunds as well as deposits *Ensured that company statement as well as corresponding bank statements were the same and resolved differences *Processed customers request for loans My responsibilities included: *Politely assisted customers in person and via telephone *Updated clients’ database in the system and their when they paid their premiums or withdrew deposits. *Assisted customers requiring travel insurance *Wrote checks for insurance refunds as well as deposits *Ensured that company statement as well as corresponding bank statements were the same and resolved differences *Processed customers request for loans

Office Clerk

• Dec 2012 - Feb 2014

My responsibilities included: *Answered calls and addressing customers’ inquiries, solving problems *Provided an elevated customer experience to generate a loyal clientele *Recommended, selected and helped locate and obtain out of stock products based on customers’ requests *Answered product questions based on up-to-date knowledge of sales and store promotions *Investigated and resolved customers’ enquiries in a timely and empathetic manner *Directed calls to appropriate individuals *Recorded day-to-day Sales in the system *Recorded customers’ credit purchases Show less