Mary Ann Labelle
Summary
Competent Customer Service Representative bringing a wealth of experience in flexible communication styles and conflict resolution. Offering excellent time management and interpersonal skills and a desire to make the move to the credit team as a credit analyst.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Quill Corporation
09.2000 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Order Entry and Process Returns in OES and OIM
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Payments through Billtrust
- Kana Backup
- EOP Back up
- Fax/ Email Order entry Back up
- Stock Availability back up
- Assisted with in class training and training bay for new hire classes
Duty Manager/ GuestServices Representative/Banquet Server
Holiday Inn Express
07.1998 - 09.2000
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Developed and maintained strong relationships with guests to increase loyalty, trust and satisfaction.
- Handled escalated guest issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Assisted in budget planning and forecasting activities to support effective financial management within the department.
- Assisted in development of marketing materials and campaigns to use for promotions and advertising.
- Used software programs like Microsoft Office/ Encore and Holidex
- Administrative duties (Filing/ Guest letters/ Meeting minutes/ Travel Agent Commissions etc)
- Making Reservations and Operating a switchboard
- Setting up and serving Meetings and Banquets
- Bartending
- Assisting housekeeping when needed
Education
Hospitality Supervision - Hospitality Administration And Management
Institute of American Hotel And Motel Association
Halifax, Nova Scotia02.2000
Bachelor of Arts - Sociology And Criminology
Saint Mary's University
Halifax, Nova Scotia05.1996
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Computer Proficiency
- Microsoft Office
- Order Processing
- Organization and Time Management
- Flexible communication style
Timeline
Customer Service Representative
Quill Corporation
09.2000 - Current
Duty Manager/ GuestServices Representative/Banquet Server
Holiday Inn Express
07.1998 - 09.2000
Hospitality Supervision - Hospitality Administration And Management
Institute of American Hotel And Motel Association
Bachelor of Arts - Sociology And Criminology
Saint Mary's University
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