Lenka Doris Svášková
Dunstable
Summary
Driven individual with exceptional communication and problem-solving skills, demonstrating adaptability and empathy in customer interactions. Adept in managing inquiries and resolving issues efficiently. Committed to enhancing customer satisfaction and fostering long-term client relationships.
Experienced professional with focus on customer service and satisfaction. Capable of resolving issues promptly and fostering positive client relationships through strong communication and problem-solving skills. Committed to enhancing customer experiences by providing tailored support and maintaining high service standards.
Overview
14
14
years of professional experience
Work history
Customer service advisor
Central Bedfordshire Council
Shefford
05.2022 - Current
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Assisted customers with varying questions using product knowledge and service expertise.
- Transferred customer calls to respective department or personnel to address specific issues.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Listened actively to offer accurate information and best solution to their needs.
- Adhered strictly to policies and procedures for continued company compliance.
- Recorded customer communications to maintain proper documentation.
- Registered and updated accurate customer information on database.
- Recorded information about inquiries and complaints within internal database.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Answered [Number]+ telephone calls per day with professionalism.
Customer service advisor
Campus Living Villages
Luton
03.2022 - 05.2022
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Listened actively to offer accurate information and best solution to their needs.
- Adhered strictly to policies and procedures for continued company compliance.
- Established positive relationships with clients by going extra mile to build rapport.
- Offered prompt solutions to maintain customer satisfaction.
- Managed over 20 customer calls per day
Guest Service Manager
Holiday Inn Express
St Albans, HRT
07.2020 - 03.2022
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Provided accurate, specific and timely performance feedback for CSRs
- Investigated and resolved customer inquiries and complaints with empathy
- Responded to customer requests with friendly, knowledgeable service and support
- Adhered to all confidentiality requirements at all times
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service
- Maintained accurate records of past due customer account activity
- Met all customer call guidelines including service levels, handle time and productivity
- Promptly responded to inquiries and requests from prospective customers
- Maintained up-to-date knowledge of product and service changes
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
Food and Beverage Supervisor
Marriott Luton Airport
04.2019 - 07.2020
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies
- Interacted positively with customers while promoting hotel facilities and services
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Correctly calculated inventory and ordered appropriate supplies
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Reconciled cash and credit card transactions to maintain accurate records
- Led and directed team members on effective methods, operations and procedures
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Maintained safe working and guest environment to reduce risk of injury and accidents
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Guest Service Team Leader
Ibis Budget Luton Airport
04.2019 - 07.2019
- Resolved guest service issues and complaints calmly and effectively, continually seeking positive outcomes
- Provided a warm welcome to guests, informing them of offers and events for elevated customer experiences
- Managed customer check out processes with exceptional levels of care, maximising customer loyalty
- Answered incoming phone calls within 15-second timeframe, accurately inputting reservation requests into Property Management System
- Maintained impeccable levels of cleanliness in hotel reception area for continued positive first impressions
- Performed shift closing procedures in Hotel PMS system, reconciling cash and credit card settlements accurately and efficiently
- Handled accommodation enquiries with professionalism and efficiency for excellent levels of customer satisfaction
- Entered customer data using hotel software and updated information whenever patrons changed rooms.
Guest Service Manager
Holiday Inn Express
02.2019 - 04.2019
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Delivered excellent customer service, resulting in consistent 80% customer satisfaction rating
- Investigated and resolved customer inquiries and complaints with empathy
- Responded to customer requests with friendly, knowledgeable service and support
- Adhered to all confidentiality requirements at all times
- Automated contact management system to achieve client organisation goals
- Maintained accurate records of past due customer account activity
- Met all customer call guidelines including service levels, handle time and productivity
- Promptly responded to inquiries and requests from prospective customers
- Maintained up-to-date knowledge of product and service changes
- Reconciled documentation discrepancies, ensuring correct reporting to senior leadership
- Collected customer feedback and delivered reports to leadership to promote correction
- Managed work flow to exceed quality service goals.
Deputy General Manager
Holiday Inn Express
04.2017 - 01.2019
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency
- Welcomed guests and clients in upbeat and friendly manner
- Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Promoted welcoming environment while managing receptionist area
- Conducted performance evaluation processes to inform recruitment decision making
- Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock
- Enhanced customer satisfaction ratings by resolving issues efficiently
- Facilitated day-to-day operations, including staff recruitment
- Trained junior team members on administrative processes and company requirements
- Drove customer feedback to deliver information to management for corrective action
- Met incoming customers and provided friendly, knowledgeable assistance.
Guest Service Manager - Administrator
Holiday Inn Express
04.2016 - 03.2017
- Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions
- Identified individual development needs with appropriate training
- Scheduled staff effectively to meet customer service needs
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Trained team on operating procedures and company services.
Guest Service Manager
Reservations, Ramada Encore
08.2015 - 04.2016
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Trained new personnel regarding company operations, policies and services
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Updated customer orders from start to finish with accuracy and efficiency
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Investigated and resolved customer inquiries and complaints with empathy
- Enhanced customer satisfaction ratings by managing all client inquires through resolution.
- Managed room bookings for optimal occupancy rates.
- Increased overall guest experience through personalised attention to each guest's needs.
Guest Service Manager
Holiday Inn Express
05.2012 - 08.2015
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Trained new personnel regarding company operations, policies and services
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Investigated and resolved customer inquiries and complaints with empathy
- Enhanced customer satisfaction ratings by managing all client inquires through resolution.
- Delivered exceptional customer service, fostering repeat patronage.
- Improved operational efficiency by streamlining check-in and check-out processes.
- Delegated duties effectively amongst team members, promoting teamwork and productivity.
- Upheld brand reputation through adherence to company policies and standards.
- Resolved billing disputes promptly; ensured transparency in all transactions.
Reservationist
Imperial London Hotels Ltd
London
09.2011 - 04.2012
- Asked open-ended questions to better ascertain client needs and determine best travel offerings
- Responded to clients' questions, issues and complaints in timely manner, and found appropriate solutions when needed
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Handled phone calls professionally, leading to positive brand image.
- Resolved complaints swiftly, maintaining high level of customer satisfaction.
Education
High School Diploma - Hospitality And Tourism
Hotel School
Podebrady, Czech Republic06.2001
Skills
- Effective workflow management
- Customer service
- Exceptional telephone etiquette
- Excellent time management skills
- Office 365 usage
- Call centre experience
- Active listening
- Multi-tasking
Languages
Czech
Native
English
Proficient
C2
Timeline
Customer service advisor
Central Bedfordshire Council
05.2022 - Current
Customer service advisor
Campus Living Villages
03.2022 - 05.2022
Guest Service Manager
Holiday Inn Express
07.2020 - 03.2022
Food and Beverage Supervisor
Marriott Luton Airport
04.2019 - 07.2020
Guest Service Team Leader
Ibis Budget Luton Airport
04.2019 - 07.2019
Guest Service Manager
Holiday Inn Express
02.2019 - 04.2019
Deputy General Manager
Holiday Inn Express
04.2017 - 01.2019
Guest Service Manager - Administrator
Holiday Inn Express
04.2016 - 03.2017
Guest Service Manager
Reservations, Ramada Encore
08.2015 - 04.2016
Guest Service Manager
Holiday Inn Express
05.2012 - 08.2015
Reservationist
Imperial London Hotels Ltd
09.2011 - 04.2012
High School Diploma - Hospitality And Tourism
Hotel School
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