COLLEEN MARTIN-DOWNES
Christ Church
Summary
Results driven
Proven ability to learn quickly and adapt to new situations.
Listen attentively and provide solutions
Adaptable
Continuous learning, change-ready mindset and always seeking to improve self. Curious about new possibilities and take action to explore them
Social Media
Working knowledge of various social media sites
Respond to requests and inquiries on various sites.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Airlines Association Barbados Inc
04.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Responded to customer inquries , services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Made flight departure announcements via PA system
- Greeted customers upon entrance
Design and Draw Associate
Bell Canada
01.2000 - 10.2020
- Designed and created detailed fibre optic and copper plans/drawings to meet immediate and future customer needs
- Attended site visits
- Analyzed engineering work plans from coordinators and engineers to ensure accuracy
- Drew detailed work plans in Network X to complete customers' request for service
- Resolved on-site problems to improve operations and provided exceptional service to clients.
- Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Dining Room Hostess (Part-time)
Woodbine Racetrack
02.2012 - 04.2017
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Minimized customer service complaints by promptly managing customer expectations during busy periods.
- Managed order taking, give information, and documented reservations.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
Computer Networking And Telecommunications
Humber College
Skills
- Proficient with:
- NETWORK X
- SAP
- MS EXCEL
- Critical thinking
- Customer service
- Data entry
- Active listening
- Problem resolution
VOLUNTEERING
The Caribbean Event 2010 to present
This scholarship committee is geared toward Caribbean students in Ontario, which I have been a part of since 2010. I assist in planning the yearly fundraising event. My role involves greeting guests as they arrive and electronically confirming and receiving payments. As well as managing guest relations for customer satisfaction.
Barbados Ball 2011-2015
High-level charity organization for medical equipment to The Queen Elizabeth Hospital in Barbados and Sick Kids Hospital in Toronto.
Being part of the committee I assisted in planning the yearly event. My responsibilities included recruiting volunteers and scheduling their duties on the event night also when needed I assisted with the production of live performances.
Education
true
Passions
Travelling. Hosting family gatherings, Event planning
Timeline
Customer Service Representative
Airlines Association Barbados Inc
04.2023 - Current
Dining Room Hostess (Part-time)
Woodbine Racetrack
02.2012 - 04.2017
Design and Draw Associate
Bell Canada
01.2000 - 10.2020
Computer Networking And Telecommunications
Humber College
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