Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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KAREN VANESSA PADILLA

Customer Service And Hospitality Professional
Ahuachapan

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience
1
1
Certification
2
2
Languages

Work History

Customer Service Specialist

Concentrix
Abbotsford, BC
09.2021 - 05.2024
  • Handled, solved and escalated calls from 4 different departments.
  • Troubleshooted hardware, software and network related problems.
  • Provided customers step by step guidance to resolve or to escalate their issues.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions as per company standards.
  • Established trust with clients through clear communication, patience, and understanding of their challenges fully before offering solution to their needs.
  • Managed high call volume while maintaining a courteous and professional tone.
  • Followed up through emails or phone calls with customers about resolved or on-going issues to maintain high standards of customer satisfaction.

Customer Representative ( CR)

Scotiabank
Abbotsford , BC
05.2019 - 09.2021
  • Assisted customers with opening and closing accounts.
  • Informed customers of available products and services to address their needs.
  • Processed deposits, withdrawals, transfers, credit card and bill payments and all related banking transactions.
  • Organized and filed financial documents as compliance reports, transactions records, slips etc.
  • Ensured adherence to Anti-money laundering regulations and all internal bank policies.

Duty Manager

Sandman Abbotsford Airport
Abbotsford, BC
12.2016 - 05.2019
  • Coordinated, managed and prepared big group reservations using PMS and MAESTRO.
  • Responded to emergency issues like medical, fire alarms,security incidents etc...
  • Monitored and supported front desk, maintenance, housekeeping departments.
  • Handled guest request, complains, and any other needs to support higher level of guest satisfaction.
  • Recorded end of shift reports to summarize issues, incidents, and other important events.
  • Balanced all payments like credit/debit card, direct billing etc.
    • Kepti>kept track of room occupancy, managed overbooking, and supported revenue optimization.
  • Performed all clerical and administrative task's.

Front Desk Agent

Sandman Hotel for Northland Properties
Abbotsford, BC
11.2015 - 12.2016
  • Answered multi-line phone system.
  • Managed check in-check out procedures efficiently using the softwares like Maestro and PMS.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Accurately posted payments using different methods like credit card/debit card, direct bill etc.
  • Worked hand in hand with housekeeping and maintenance to ensure the best guest experience.
  • Handled bookings, cancellations and modifications across different platforms.
  • Streamlined check-in and check-out processes for increased efficiency.

Education

Diploma - Human Resources Management

University of The Fraser Valley
Abbotsford BC
11-2018

Skills

Accomplishments

  • Was presented by Sandman Hotels the Excellence in Action and Certificate of Achievement Awards.

Certification

World Host Certification

Timeline

Customer Service Specialist

Concentrix
09.2021 - 05.2024

Customer Representative ( CR)

Scotiabank
05.2019 - 09.2021

Duty Manager

Sandman Abbotsford Airport
12.2016 - 05.2019

World Host Certification

02-2016

Front Desk Agent

Sandman Hotel for Northland Properties
11.2015 - 12.2016

Diploma - Human Resources Management

University of The Fraser Valley

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