Shivanjali S.

• Delivered seamless guest service by managing pre-arrival, arrival and departure procedures. • Handled check-in and check-out processes, room assignments and reservations using OPERA PMS. • Processed and reconciled cash, float, card and other financial transactions by managing folios ensuring PCI and financial compliance. • Responded to guest requests and inquiries via phone, email and in-person, providing information hotel amenities and local attractions. • Applied service recovery strategies to investigate and resolve guest complaints to ensure guest satisfaction and retention (boosting Heartbeat Medallia feedback scores). • Lead teams as rooms division supervisor for housekeeping room inspections and banquets server for high-volume events to ensure efficient operations. • Trained in night auditing procedures to provide overnight operations support. • Facilitated reservations and guest experience by generating reports and welcome courtesy calls. • Collaborated with multiple departments including Sales, Maintenance and Housekeeping departments. • Assisted guests with enrollment into brand loyalty program; recognizing and ensuring application of benefits for each member.

• Provided mental health and crisis intervention including support with individual treatment plans and peer counselling • Supported tenants in daily activities as well as outings and visits

• Demonstrated features and options of products including financial and quality protection products to provide consultative solutions for clients using BANT criteria • Consistently delivered monthly sales targets and enhanced customer experience to nurture customer relationship as a business advisor • Corresponded with clients to answer queries using personalized emails and conducted routine follow-ups using CRM softwares • Generated and identified potential strategic business opportunities using cold calling and social media marketing

• Liaised with customers and efficiently resolved issues as first point of contact (front-end) to improve customer satisfaction • Oversaw purchase, returns and refund transactions and monitored EAS and POS systems to reduce shrink and ensure compliance with company guidelines • Achieved weekly product sales targets (Walmart Mastercard sales and Walmart Protection Plan) through business-to-customer campaigns

• Conducted examinations through administrative oversight of test materials, time management through effective communication with both team members and candidates • Monitored activities within the examination room with meticulous attention to detail and utmost confidentiality of candidates, ensuring adherence to university policies • Maintained and verified records of candidate attendance for Department of Physical & Environmental Sciences

Member of Alpha Gamma Delta, an international women's fraternity where I am working with Alpha Gamma Delta Foundation and other sorority and fraternity chapters at University of Toronto under the National Panhellenic Conference and Interfraternity Council to work towards the philanthropy (fighting hunger), participate and organize various social and networking events, charity drives, sisterhood and leadership events.

• Educated members about membership selection process • Assisted with recruitment and membership selection

• Organized and hosted recruitment events • Educated and managed team members about recruitment process • Reviewed expense reports and budgets, ensuring compliance with policies

• Conducted market competition and industry research, and developed analytical and correspondence reports to identify sales opportunities and program development • Facilitated MEnvSc internship team with job market research of over 20 companies and organizations, compiling and posting (sales) over 3600 jobs in internal website each cycle while creating new standard operating procedures to document procedures • Designed creative marketing collateral and developed innovative multifaceted marketing methods (campaigns and digital events), working with executives to develop territory strategy for client recruitment • Liaised with internship team, graduate students, campus resources and other stakeholders to effectively organize and communicate events and resources available on campus

• Developed a safe and cohesive residence community as a part of Student Housing & Residence Life team; fostered a sense of community culture and inclusivity by designing and implementing community development events and peer education programs • Facilitated dialogue, conflict resolution and collaboration in the community through interpersonal coaching, student advising and guidance to appropriate resources • Managed expense reports within stipulated budget

• Coordinated and managed logistics of conference; innovatively deliver product virtually • Supervised team communication • Reviewed expense reports and budgets

• Record various course lectures using professional equipment for Centre for Teaching & Learning • Edit videos using softwares and upload to internal server for access

• Managed and oversaw the operation of the council including logistics management of projects and representation of student opinions in residence community • Organized events for student networking and customer experience • Reviewed and managed expense reports and budgets