ANIFA FERNANDES

• Provide timely and accurate answers to inquiries and resolve client concerns by making and following through with realistic commitments
• Manage service escalation by identifying issues, containing impact on clients and addressing issues until brought to resolution
• Function as first point of contact for clients to provide dedicated support and initial troubleshooting
• Act as customer voice within organization by staying aware of customer needs and providing valuable feedback internally
• Identify opportunities for improvement through documentation, training or procedural changes to coordinate solution execution.

• Completed work for some of the high-profile clients
• Contacted companies and educational institutions to verify candidate provided information
• Contacted clients and candidates for missing information
• Wrote detailed reports – with high accuracy flagging any discrepancies
• Quality checked files to ensure the client’s specific standards were met
• Dealt with client questions and concerns in a timely manner
• Assist team leader by performing quality checks for verifiers in nesting phase.

· Attending to queries related to Credit Reports for Canadian TransUnion Credit Bureau and resolving them.

· Addressed customer service enquires quickly and accurately.

· Worked with energy and determination to maintain efficient customer service during peak business hours.

· Handled customer complaints calmly and professionally, providing positive solutions to uphold company reputation.

· Established warm and friendly rapport whilst interacting with customers by phone.

· Input customer information, call notes and personal data onto internal database.

· Built rapport with customers through courteous and professional communications.

• Attending to queries related to Mobile Network for Optus Australia and resolving them
• Handled 80+ calls maximum being 128.
• Assisted customers with product-related questions, feedback and complaints
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements
• Addressed customer service enquires quickly and accurately
• Maximized customer satisfaction by resolving service issues promptly
• Trained and mentored customer service team in service standards.

• Preparing company contracts for the hotel in accordance with current business and pricing conditions
• Attending Sales events as required
• Projected hotel revenue to aid accurate financial forecasting
• Accommodated guests with diverse needs based on current room and personnel availability
• Monitored hotel market pricing and activity to remain competitive
• Managing Online Rates and Inventory as per Market demand to increase Revenue
• Upsold clients on travel itinerary add-ons, building inclusive packages to offer competitive rates
• Booked and managed hotel reservations, employing company policies to handle cancellations and complaints
• Addressed overbooking on specifc room types, working with customers to adjust accommodations
• Reviewed activity report and updated accuracy of codes, rates and guest information daily
• Applied company selling strategy across all reservations systems, managing availability of room types and locations
• Monitored local events and local market news to forecast impact on demand calendars
• Assisted guests with local weather, attraction and dining information to enhance experiences.

• Attending to calls for Reservations
• Following Up payments from BTC and Guest
• Negotiating room rates/packages with clients
• Answer Guest queries in a prompt and professional manner
• Led front desk service handling reservations, check-ins and check-outs
• Liaised with external tourism providers to develop bespoke customer experiences
• Received incoming reservations enquiries and updated existing bookings in line with established policies and procedures
• Organized and communicated needs of VIP guests, paying extreme attention to detail
• Negotiated rates and upsold rooms to increase occupancy and maximise revenue
• Worked with hotel staff to accommodate guest requests for specific room locations and amenities
• Processed payments and sent confirmation details to customers via email.

• Welcomed guests and clients in friendly, positive manner
• Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty
• Met incoming customers with professional approach and provided friendly, knowledgeable assistance
• Maintained clean and orderly reception area to impress and welcome visitors
• Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval
• Answered and directed incoming calls to relevant staff members using multi-line telephone system
• Processed credit card orders and reconciled receipts against credit card statements to support day-end closing.