Manasa Ravaga
Maroubra,NSW
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Friendly and efficient Guest service agent devoted to maximizing customer satisfaction with exceptional service and support.
Knowledgeable regarding the resort standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity.
Positive, upbeat Guest service agent brings more than 5 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Utility Worker Mine Site
ISS Facility Services
10.2023 - Current
Utility Mine Site
ISS Facility Services
10.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Demonstrated ability to work collaboratively within teams.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Customer Service Associate
FIJI AIRWAYS
12.2021 - 08.2023
- Greeted customers and identified their needs.
- Provided information about the airline products and services available to customers.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Monitor the daily operation of the ground handlers and making sure they are well trained to provide good customer service to our customers .
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Delivered prompt service to prioritize customer needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Night Auditor
NALAGI HOTEL & RESORT FIJI
04.2019 - 11.2020
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Entered and updated sensitive customer information during check-ins and room changes.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Prepared reports on guest satisfaction levels and other metrics.
- Trained new staff members in customer service techniques and hotel operations.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Coordinated with vendors for repair and maintenance of hotel.
- Monitored staff performance and provided feedback and guidance.
Night Auditor
SMUGGLERS COVE RESORT FIJI
02.2017 - 02.2018
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Verified reservations by phone or in person.
- Assisted guests with check-ins and check-outs in a timely manner.
- Provided assistance to guests throughout their stay.
- Resolved guest complaints in a professional manner.
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Entered and updated sensitive customer information during check-ins and room changes.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Guest Service Associate
FIRST LANDING RESORT FIJI
02.2016 - 12.2017
- Greeted guests upon arrival and checked them in to their accommodations.
- Provided guests with information about local attractions, restaurants, and transportation options.
- Ensured that all guest inquiries were answered promptly and accurately.
- Resolved any customer complaints or issues professionally and efficiently.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
- Welcomed and acknowledged guests with smile, eye contact and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 100%.
- Used OPRA & ROOM MASTER to check daily record sheets, guest accounts and available vouchers.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Recommended top dining and entertainment options for guests in [Location] area.
- Walked through properties to maximize guest safety and clear areas of trash and debris.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Answered hotel phones with professionalism and directed calls appropriately.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Managed check-in and check-out procedures for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Assisted guests with variety of services and local attraction information.
- Provided accurate information regarding local attractions, restaurants and activities.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Scheduled and confirmed restaurant reservations for guests.
- Facilitated and coordinated transportation services for guests.
- Assisted with luggage handling, valet services and concierge services.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
Education
High School Diploma -
NAMAKA PUBLIC SCHOOL
FIJIGED -
FIJI NATIONAL UNIVERSITY
FIJI04.2015
High School Diploma -
NADI COLLEGE
FIJI12.2009
Skills
- MS Office Proficiency
- Clerical Support
- Point of Sale Systems
- Problem Resolution
- Guest Services
- Customer Relationship Management (CRM)
- Inbound and Outbound Calling
- Appointment Scheduling
- Team Collaboration
- Multi-Line Phone Systems
- POS System Operation
- Customer Service
- Exceptional Communicator
- Presenting Solutions
Certification
- FIJI NATIONAL UNIVERSITY CERTIFICATE IN TRAVEL & TOURISM 2015
Education
other,other
Timeline
Utility Worker Mine Site
ISS Facility Services
10.2023 - Current
Utility Mine Site
ISS Facility Services
10.2023 - Current
Customer Service Associate
FIJI AIRWAYS
12.2021 - 08.2023
Night Auditor
NALAGI HOTEL & RESORT FIJI
04.2019 - 11.2020
Night Auditor
SMUGGLERS COVE RESORT FIJI
02.2017 - 02.2018
Guest Service Associate
FIRST LANDING RESORT FIJI
02.2016 - 12.2017
High School Diploma -
NAMAKA PUBLIC SCHOOL
GED -
FIJI NATIONAL UNIVERSITY
High School Diploma -
NADI COLLEGE
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