Smita Dhure

Smita is a seasoned Customer Service Professional based in Toronto, Canada with 5+ years of work experience, both nationally and internationally. An Opportunity to work with Global brands with a Strong Culture, has molded her into putting people first, building and strengthening business relationships, and effective networking. Her Technical expertise includes MS Office, Power BI, SQL, SPSS, and NVivo. Currently enrolled in Research Analyst Program at Humber College as well as holds a Post Graduate Degree certification in Business Analysis and Process Management from Sheridan College. A Bachelor's degree in In Information Technology from the University of Mumbai has shaped her technical acumen and business conduct.

The Ritz - Carlton, Conference Concierge

 Toronto, ON. April 2022 - Present

• Coordinated pre-event tasks to ensure seamless event execution, including coordinating with vendors & arriving at cost-effective solutions, increasing event prep efficiency by 40%.
• Provided 200+ conference attendees with personalized advice & support throughout the event by resolving difficult circumstances & delivering a positive attendee experience.
• Continuously monitored conference hall facilities to ensure a safe & accessible workspace for 71 attendees, resulting in zero instances of liability or negligence.
• Collected and systematized timely feedback from attendees on event satisfaction, translating into actionable insights & 75% increase in overall ratings.

Massimo Dutti, Sales Associate 

•  Fostered focus on customer service by achieving a satisfaction rating of 85%.
• Provided tailored advice to customers based on analysis of past buying behavior & preferences, resulting in a 12% increase in sales conversions.
• Ensured the accuracy of transactional data by creating a highly efficient sales process with minimal errors.
• Identified potential revenue opportunities through engaging with customers & identified growth areas. 
• Innovated 8 proactive sales solutions tailored to individual customer needs, facilitating 33 successful transactions.

Qatar Airways, Cabin Crew

• Conducted safe and efficient preflight safety demonstrations reaching over 200 passengers per flight along with conducting thorough check-ins of all customer items and luggage.
• Assured compliance with safety regulations by conducting detailed pre-flight inspections.
• Cultivated a positive and professional onboard atmosphere by individually addressing the requests of up to 50+ passengers per flight, ensuring an 80% repeat customer rate.
• Provided medical attention during airborne medical emergencies by administering first aid to critical cases.
• Interacted with customers from diverse cultural backgrounds delivering timely solutions in an efficient manner which significantly reduced customer complaints by 40%.

Currently pursuing Post-Graduation Degree Certification in Research Analyst from Humber College, which gives me an in-depth insight into conducting quantitative and qualitative analysis along with hands-on experience with various software applications such as MS Excel, Power BI, SQL, and SPSS.