BERNÁDETTE CSERNIK
Customer Service Professional
Targu Mures,Mures
Summary
Experienced and passionate Front-Office and Back-Office worker in hospitality industry, specialized in hotel management. One year experience as a bank employee and the organizer of the KINDNESS IS THE NEW GANGSTER charity event, a personal project in partnership with "Rotary e-Club Renasterea D2241" which took place on 29th of October 2023,
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Banca Transilvania
10.2022 - 10.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled day-to-day accounting processes to drive financial accuracy.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Gathered financial information, prepared documents, and closed books.
- Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
- Used advanced software to prepare documents, reports, and presentations.
- Leveraged finance knowledge to strengthen controls and improve transparency.
- Provided journal entries and performed accounting on accrual basis.
- Tracked funds, prepared deposits and reconciled accounts.
- Cooperated with senior leaders to create operating budgets and initiate financial planning.
- Developed financial models to assess and analyze financial performance of clients.
- Identified legal tax savings and recommended ways to improve profits.
Front-Office Manager
Plaza Hotel, Business Hotel
10.2018 - 08.2022
- Leaded, motivated and inspired the team, by communicating all the information required, in order to support and provide constant professional services
- Trained the new staff
- Managed room reservations ( Through agencies, companies, e-mail, phone and directly at the reception )
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Handled guest accounts
- Transactions, proformas and invoices
- Coordinated guest database
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Managed bookings through different accommodation interfaces (Booking.com, Expedia, HRS, Tripadvisor, Click ＆ Book)
- Managed Facebook and Instagram posts
Turndown-attendant
Montage Deer Valley
07.2018 - 09.2018
- Offered assistance and information to our guest assigned by Housekeeping Management
- Depending upon the volume, I was responsible for providing turn down services for assigned number of guest rooms (refill chocolate, water, ice, toiletries)
- Worked a flexible shift, including weekends and holidays.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Sorted, laundered and put away various laundry items.
- Completed special housekeeping actions such as turning mattresses on set schedule.
Front-Desk Receptionist
Hotel Plaza
05.2017 - 06.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered, screened and forwarded incoming phone calls
- Scheduled, coordinated and confirmed appointments and meetings.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Entered and updated sensitive customer information during check-ins and room changes.
- Solving every problem regarding technical issues or related to the guest
- Kept the reception clean and organized
Gym receptionist
Enjoy Gym
01.2017 - 05.2017
- Answered phonecalls and managed appointments
- Provided back-up supervision of the gym and independently managed the establishment when manager/owner was not present
- Sold nutritional supplements through research-based personal advice targeted towards the client
- Organized and maintained the cleanliness of the reception gym and equipments.
Gym-Receptionist
Gold-Gym
09.2016 - 12.2016
- Kept front desk and lobby clean, clutter-free and orderly to present attractive atmosphere.
- Checked members into gym by scanning badges.
- Monitored check-ins to identify delinquent accounts and collect payments.
- Directed guests and appointments to fitness consultants to increase membership enrollments.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer databases.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
Financial Advisor - Investment, Stocks, Personal Financial Planning
PRIMUL MILION
REMOTE09.2022
Bachelor -
Sapientia Hungarian University of Transylvania
Târgu Mureş, Romania06.2019
Bachelor of Psihopedagogy - Psohopedagogy
Sapientia Hungarian University of Transylvania
06.2019
No Degree - Automation And Applied Informatics
Sapientia Hungarian University of Transylvania
Târgu Mureş, Romania06.2017
Skills
- Good Communication skills
- Customer Service
- Positive Attitude
- Staff Education and Training
- Microsoft Outlook
- Ability to work under pressure
- Decision making
- Time management
- Self Motivation
- Leadership
- Adaptability
- Teamwork
- Creativity & Problem Solving
- Multitasking
- Professionalism
- A good eye for detail and desire to take responsibility
- Complaint Resolution
- Customer Relationship Management (CRM)
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Languages
Hungarian
Proficient
C2
Romanian
Proficient
C2
English
Proficient
C2
French
Elementary
A2
Italian
Elementary
A2
Spanish
Elementary
A2
Russian
Beginner
A1
Details
Targu Mures, Budiului nr.6, 0740756740, bernadette.csernik@yahoo.ro, 02/10/97, Ludus, Hungarian, B
Personal Information
Title: Front-Desk Receptionist
Hobbies and Interests
- Painting
- Drawing
- Photography
- Sport-model
- Boxing
- Body-building
- Running
- Poem writing (Also with published poems in 2014.)
Timeline
Customer Service Specialist
Banca Transilvania
10.2022 - 10.2023
Front-Office Manager
Plaza Hotel, Business Hotel
10.2018 - 08.2022
Turndown-attendant
Montage Deer Valley
07.2018 - 09.2018
Front-Desk Receptionist
Hotel Plaza
05.2017 - 06.2018
Gym receptionist
Enjoy Gym
01.2017 - 05.2017
Gym-Receptionist
Gold-Gym
09.2016 - 12.2016
Financial Advisor - Investment, Stocks, Personal Financial Planning
PRIMUL MILION
Bachelor -
Sapientia Hungarian University of Transylvania
Bachelor of Psihopedagogy - Psohopedagogy
Sapientia Hungarian University of Transylvania
No Degree - Automation And Applied Informatics
Sapientia Hungarian University of Transylvania
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