AMOY GOURZANG
KINGSTON,Jamaican
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
7
7
years of professional experience
Work History
Operation Manager Customer Service
VXI JAM LTD
Kingston
09.2022 - Current
- 1
- Customer support: Interact with customers, answer inquiries, and provide assistance through various channels such as phone calls, emails, live chat, or in-person interactions
- Address customer concerns, troubleshoot problems, and provide appropriate solutions or resolutions. 2
- Product or service knowledge: Develop a deep understanding of the company's products or services to effectively assist customers
- Provide accurate and up-to-date information, explain features or benefits, and guide customers in making informed decisions. 3
- Order processing and management: Process customer orders, including taking orders, verifying information, and ensuring timely and accurate order fulfillment
- Coordinate with relevant departments to track orders, resolve any issues, and update customers on the status of their orders. 4
- Complaint resolution: Handle customer complaints or escalations in a professional and empathetic manner
- Listen actively, gather necessary information, investigate issues, and provide fair and satisfactory resolutions
- Escalate complex or unresolved cases to higher-level support or management when necessary. 5
- Customer account management: Maintain customer accounts, update relevant information, and address account-related inquiries or requests
- Assist with account setup, changes, or cancellations as needed.
Front Office Manager
Hilton Hotels & Resorts
Montego Bay
08.2020 - 07.2022
- 1
- Greeting and welcoming guests: Provide a friendly and professional first impression to guests as they arrive at the front desk or reception area
- Offer assistance, answer inquiries, and provide necessary information. 2
- Check-in and check-out: Register guests, collect required information, and provide them with room keys or access cards
- Process check-outs, handle billing, and ensure accurate payment procedures. 3
- Reservations and bookings: Assist guests with making reservations, confirming bookings, and managing any changes or cancellations in accordance with established procedures. 4
- Customer service and communication: Provide excellent customer service by addressing guest inquiries, requests, and concerns promptly and professionally
- Communicate effectively in person, over the phone, or through written correspondence. 5
- Record keeping and documentation: Maintain accurate guest records, including personal information, payment details, and special requests
- Update and organize reservation systems, databases, and paperwork as required. 6
- Problem-solving and conflict resolution: Handle guest complaints or issues in a calm and effective manner
- Find solutions to problems and ensure guest satisfaction, escalating matters to management when necessary. 7
- Cash handling and accounting: Handle cash transactions, process payments, and maintain cash registers or accounting systems in accordance with established procedures
- Balance cash at the end of shifts and report any discrepancies. 8
- Administrative support: Assist with administrative tasks such as filing, data entry, correspondence, and general office duties
- Coordinate with other departments and staff to ensure smooth operations.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
Housekeeper Supervisor
Hotel Riu Ocho Rios
Ocho Rios
06.2017 - 07.2020
- 1
- Cleaning and maintaining rooms: clean and tidy guest rooms, common areas, and other designated spaces according to established standards
- This includes making beds, dusting, vacuuming, mopping floors, and replenishing supplies. 2
- Sanitization and disinfection: Ensure a high level of cleanliness and hygiene by sanitizing and disinfecting surfaces, fixtures, and amenities
- Adhere to specific protocols and guidelines to maintain a safe and healthy environment. 3
- Laundry and linen management: Collect and process dirty linens, towels, and other items, and ensure they are properly washed, dried, folded, and restocked
- Monitor inventory levels and communicate with the appropriate staff to ensure an adequate supply of clean linens. 4
- Organization and inventory: Maintain cleanliness and organization in storage areas, closets, and supply rooms
- Keep track of cleaning supplies, tools, and equipment, and report any shortages or maintenance needs.
- Managed housekeeping staff by recruiting, selecting and training employees; assigning and scheduling work; appraising performance; rewarding and disciplining employees.
Education
High School Diploma -
Camperdown
06.2016
High School Diploma -
Gaynstead High
06.2015
Skills
- Attention to Details
- Time Management
- Communication
- TeamWork
- Organization and Multitasking
- Problem-Solving
- Staff Development
- Team Leadership
Personal Information
- Date of Birth: 04/02/98
- Gender: Female
Languages
English
Hobbies and Interests
- Reading
- Vacation planning
- Cooking and baking
References
References available upon request
Timeline
Operation Manager Customer Service
VXI JAM LTD
09.2022 - Current
Front Office Manager
Hilton Hotels & Resorts
08.2020 - 07.2022
Housekeeper Supervisor
Hotel Riu Ocho Rios
06.2017 - 07.2020
High School Diploma -
Camperdown
High School Diploma -
Gaynstead High