e-MAIL? [email protected]
ASTROLOGICAL SIGN: Scorpio (so watch it! LOL)
MOBILE: (246) 263-0800
** CUSTOMER SERVICE PROFESSIONAL
PROFILE:
Over a decade in successful experience in Customer Service & Support with recognized strengths in account maintenance, problem-solving & trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to alleviate problems in the first place.
Possess solid computer skills. Excellent working knowledge using both Landmark and Project Software along with WordPerfect and Microsoft Word.
Ability to train, motivate, and supervise Customer Service employees. A team player, acknowledged as �Total Quality Customer Service Professional.��
Develop plan, conduct audits and variance analyses, and maintain/update accurate inventories.
** SYNOPSIS OF ACHIEVEMENTS
Proactive planning caused notable increase in morale in all departments...
Created customer satisfaction survey, drastically reducing potential problems...
During slow summer season of 2004 was transferred to Administration at Grand Barbados, shortly thereafter I was quickly promoted to be the G.M's. Executive Asst; At the same time, when a colleague had to go on leave - was requested to take over Banquets and Sales where I had to liase with Government Ministers and foreign dignitaries for specialised conferences - ensuring that 120% success was guaranteed!
** EMPLOYMENT:
Current? Front Office Staff at Hilton Barbados, Needham's Point, Christ Church
Jan. '97/Feb. '05 - Grand Barbados Beach Resort, Aquatic Gap, St. Michael -=- Customer Service Representative - (Shift Leader) Working with 10 front office professionals covering two (2) shifts, responsible for 132 rooms and accounts...
Supported shift reps in opening new accounts and upgrading existing services if required...
Quickly and effectively solved customer challenges...
Maintained quality control/satisfaction records, constantly sought new ways to improve customer service.
Employee of the month (December 2002)
1997 - 1989; Golden Sands Hotel, Maxwell Main Road, Christ Church -=- Customer Service Representative
Worked two (2) shifts single handed, Daily maintenance of 19 rooms including 2 guesthouses.
Daily billing of accounts both locally and international.
PBX operations, instrumental in obtaining overseas accounts in New York as well as handling the floor-show "1627 and All That" in the capacity of a Customer Rep.
** EDUCATION:
Roebuck Secondary School (Now Louis Lynch Secd'y), White Park Road, St. Michael
General Proficiency 1988 � (Grade 1) English Lang., English Lit., History, Pitman�s Typing, Home Eco., (Grade 2) Maths, Geography
BASIC Proficiency 1987 � (Grade 1) Maths BSSC � 1987 & 1986 - History, Maths, English Language, English Lit., Agr. Science, Home Eco., Needlecraft, Geography.
** PERSONALLY? VANITY SERENA BOURNE is a proud mother of three, the November-born lass enjoys the finer things in life and has been in hospitality for the last 15 years.
She started at Golden Sands in reception and is currently with Grand Barbados as the Acting Banquets Coordinator and Administrative Assistant to the General Manager's Office.
She also makes appearances as Ms. Clause for various charities... In her spare time, Vanity makes corsages for Christmas and uses the proceeds to buy tinned goods for the Salvation Army.
Vanity is also a certified Nail Technician with her own Nail It salon, at the end of the day, she loves to unwind with either a good novel or a good video with family and friends. In addition she has appeared as a judge for both Ms. Big & Beautiful 2004 at Sherbourne Centre at Two Mile Hill plus Mr. Slim & Handsome 2004 at the Dove Convention Centre on Country Road.
** HOBBIES: Reading (Who Moved My Cheese, Don't Sweat The Small Stuff, John Grisham, etc.); TV (Cold Case, Profiler, CSI & Smallville); Handicrafts - making brooches and fridge magnets for sale on the side at Independence and Christmas and using funds to donate tinned goods to Xmas Concerns; Ms. Clause for various children's charities; Judge in Ms. Big & Beautiful 2004;
Movies (Kate & Leopold, 4 Weddings & A Funeral / Don Juan DeMarco plus a lot of Horrors or Thrillers);
Music ('Nuff Oldies, Prince,Beres Hammond, Sting, Bryan Adams {esp. "18 'til I Die"}, UB40);
Cooking (Roti, Pasta, Cake, etc.) plus The 'Net
** REFERENCES:
Mr. Ken McCarthy, Rendezvous, Christ Church
Mrs. Janice Downie, Sunset Crest, St. James
Full details to above and more references available on request!