Samantha Panchyshyn

Identified potential sales and cross-selling opportunities and informed supervisor. Researched and identified solutions to technical problems. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Responded to customer inquiries and provided technical assistance over phone and in person. Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions. Used ticketing systems to manage and process support actions and requests. Diagnosed and troubleshot hardware, software and network issues. Collaborated with supervisors to escalate and address customer inquiries or technical issues. Managed high levels of call flow and responded to Cable technical support needs.

Checked requests and room service for accuracy and guests needing assistance. Entered and updated sensitive customer information during check-ins and room changes. Monitored facility security for guest and personnel safety. Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. Reviewed checklist on daily basis and planned shift accordingly. Updated customer accounts with add-on room charges, minibar use, and room service bills. Logged wake-up call requests and set up automatic rings in system. Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours. Oversaw fast-paced front desk operations and guests' needs at busy facility. Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel. Trained and mentored staff on procedures, service standards and productivity strategies. Introduced customers to resort amenities with pleasant and helpful demeanor. Set up and entered financial data into spreadsheets using Microsoft Excel. Enforced policies and procedures to increase efficiency. Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming. Reported facility and room maintenance problems to appropriate personnel for immediate remediation. Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency. Generated and printed daily financial reports to track hotel performance. Trained new staff members in customer service techniques and hotel operations.