Petur Jonsson
Jersey City,NJ
Summary
Encouraging analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance co-workers engagement and boost team performance.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Catalogiz
12.2019 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Researched and corrected customer concerns to promote company loyalty.
Reception and Concierge Manager
Hotel Cabin
12.2016 - 12.2019
- Improved office operations by automating client correspondence, record tracking and data communications.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Negotiated contracts with tour operators on behalf of the hotel and it's two sister hotels.
- Facilitated and coordinated transportation services for guests.
- Created welcoming and comfortable environment for guests.
- Assisted with luggage handling, valet services and concierge services.
- Handled customer complaints to satisfy and retain guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Provided each guest with list of the hotel's upcoming activities and events upon check-in to enhance stays.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained accurate and up-to-date records of guest information.
- Greeted guests upon arrival by providing warm welcome.
- Maintained high level of professionalism and discretion when dealing with guests.
- Managed check-in and check-out procedures for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Provided accurate information regarding local attractions, restaurants and activities.
- Responded to guest inquiries to maximize guest satisfaction.
Executive Assistant
Zizera
08.2013 - 07.2016
- Answered high volume of phone calls and email inquiries.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Screened personal and business calls and directed to appropriate party.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Screened calls and emails and responded accordingly to support executive correspondence.
Education
Bachelor of Arts - Business Administration
University of Iceland
Reykjavik, Iceland06.2017
High School Diploma -
Hamrahlíð College
Reykjavik, Iceland06.2013
No Degree - High School
British International School Chennai
Chennai, India12.2009
Skills
- Call Monitoring
- Complaint Resolution
- One Call Resolution
- New Hire Training
- Problem-Solving
- Skilled Trainer
- Decision-Making
- Schedule Coordination
- Account Management
Languages
English
Native or Bilingual
Icelandic
Native or Bilingual
Timeline
Customer Service Manager
Catalogiz
12.2019 - Current
Reception and Concierge Manager
Hotel Cabin
12.2016 - 12.2019
Executive Assistant
Zizera
08.2013 - 07.2016
Bachelor of Arts - Business Administration
University of Iceland
High School Diploma -
Hamrahlíð College
No Degree - High School
British International School Chennai
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