Susan Wagema

Responded to over 1,200 inquiries on long-term care benefits with a 98% resolution rate and proposed three process enhancements that reduced call handling time. Ensured 100% accurate documentation and consistently met daily performance metrics.

Processed and packed 150–200 customer orders daily while maintaining inventory accuracy above 98% and resolving scanner and inventory issues to minimize disruptions. Met productivity targets and supported stowing, dispatching, and count records.

Monitored clients for behavioral changes, documented behavior logs and progress reports, and reported 100% of incidents to ensure regulatory compliance and client safety. Assisted clients with daily living tasks and life-skill coaching.

Handled over 100 calls daily, improving guest satisfaction scores by 15% through accurate information delivery and reliable wake-up call and request management. Streamlined front office operations with organized communication logs.

Managed high-volume guest calls with prompt, courteous service and supported multiple departments by routing calls and resolving concerns to aid guest retention. Maintained consistent service quality across shifts.

Delivered prompt table service, trained new staff on service protocols, and collaborated with kitchen staff to reduce order errors and service delays, improving overall guest satisfaction.

Welcomed guests and supported smooth check-in/check-out and reservation handling during internship, gaining experience in hotel systems and customer relations. Assisted with guest inquiries efficiently.

Completed a Front Office Techniques course focused on front desk operations and guest service skills.

Completed a Diploma in Front Office covering hospitality front desk management and service excellence.