Yosra Agouray
Queens
Summary
Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Spa Castle
01.2025 - Current
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered incoming calls, and enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Front Desk Agent
The One Boutique Hotel
06.2021 - 09.2024
- Collected room deposits, fees, and payments.
- Up selling guest rooms and promoting hotel services
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Handling cash payments.
- Providing clear direction, information and assistance to guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
College assistant
Queensborough Community College
02.2023 - 05.2023
- Advise incoming first-year students and transfer students during registration.
- Worked effectively in a team environment; participated in decision making and maintained cooperative interactions with students and staff/ facility members of the CUNY campus
- Provided support to faculty members by helping with administrative tasks such as filing, photocopying, scanning documents.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
Researcher
CRSP, CUNY, Scholars
08.2022 - 03.2023
- Presented experimental findings in a presentation with visual aids
- Presented project updates regarding progress made on assigned tasks and readings
- Assisted in developing innovative ideas for future research
- Created detailed summaries regarding the findings from various research studies, and readings
- Conducted laboratory experiments
- Reviewed scientific journals for articles related to the specific field of study and took notes
- Organized and maintained records of all data collected during research activities.
Education
Associate - Dental Hygiene
New York City College of Technology
Brooklyn, NY05-2026
A.A - Applied Science
Queensborough Community College
May 2024
Skills
- Customer service
- Problem-solving skills
- Hospitality services
- Credit and cash payments
- Listening skills
- Communicating with clients
- Answering questions
Languages
English
French
Arabic
Timeline
Call Center Representative
Spa Castle
01.2025 - Current
College assistant
Queensborough Community College
02.2023 - 05.2023
Researcher
CRSP, CUNY, Scholars
08.2022 - 03.2023
Front Desk Agent
The One Boutique Hotel
06.2021 - 09.2024
A.A - Applied Science
Queensborough Community College
Associate - Dental Hygiene
New York City College of Technology
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