José Serge David Armance
Centre De Flacq
Summary
Dynamic professional with a proven track record in customer service and project management, notably at Constance Hospitality Management. Excelled in team leadership, enhancing client satisfaction through innovative solutions and empathetic engagement. Skilled in computer literacy and adept at fostering teamwork, achieved significant improvements in customer loyalty and operational efficiency.
Overview
11
11
years of professional experience
Work History
Constance Stay Designer ( CSR - Reservation )
Constance Hospitality Management
04.2024 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Sent and follow-up on all proposal sent to guest for reservation
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- 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.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Built relationships with customers to encourage repeat business.
Reservation Coordinator
Constance Prince Maurice
12.2022 - 04.2024
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Liaised with hotel departments to guarantee smooth operations related to guest stays, including transportation arrangements, dietary preferences, and billing inquiries.
- Enhanced guest experience by offering personalized recommendations for on-site amenities, local attractions, and special events based on guests'' interests and preferences.
- Minimized overbooking situations through vigilant monitoring of incoming reservations and careful balancing of room inventories.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained awareness of types of rooms available in different resort locations.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Conducted follow-up calls to ensure customer satisfaction and gather feedback for service improvement.
Team Leader, Customer Service
DAJS Contracting Co Ltd
04.2018 - 12.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Assisted in recruitment to build team of top performers.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Evaluated customer needs and feedback to drive product and service improvements.
- Frequently inspected production area to verify proper equipment operation.
Travel Consultant
Blue Connect ( Air France )
04.2017 - 04.2018
- Built strong relationships with clients through exceptional communication and personalized service.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Followed up with customers to increase customer service with travel plans.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Help guest to book flight tickets
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
Trainee
Constance Hotels ( Mauritius & Seychelles )
04.2014 - 04.2017
- Learned new materials, processes, and programs quickly.
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
Education
Certificate - Human Resources Management
Sheffield School of Accountancy & Management
Quatre Bornes04-2022
High School Diploma -
Constance Hospitality Training Center
Constance04-2016
High School Diploma -
S.S.S Camp De Masque College
Camp De Masque, Mauritius11-2013
Skills
- Teamwork skills
- Computer literate
- Project management
- Client satisfaction
Timeline
Constance Stay Designer ( CSR - Reservation )
Constance Hospitality Management
04.2024 - Current
Reservation Coordinator
Constance Prince Maurice
12.2022 - 04.2024
Team Leader, Customer Service
DAJS Contracting Co Ltd
04.2018 - 12.2022
Travel Consultant
Blue Connect ( Air France )
04.2017 - 04.2018
Trainee
Constance Hotels ( Mauritius & Seychelles )
04.2014 - 04.2017
Certificate - Human Resources Management
Sheffield School of Accountancy & Management
High School Diploma -
Constance Hospitality Training Center
High School Diploma -
S.S.S Camp De Masque College
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