Daniel Mitkos

DANIEL MICHAEL MITKOS Sea Star Court, Flat 11, Qawra Road, Qawra, Malta, Europe. Mobile:- Email:- Dedicated Customer Service and Guest Relations expert with over 10 years of team leadership and management experience in the financial services, travel, tourism, sales, and hospitality industries. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service, as a key driver of company goal attainment, through training. Lead by example to ensure the execution of all safety, security, quality and compliance policies.  AREAS OF EXPERTISE Customer Service● Management● Sales/Up selling Teambuilding & Training● Guest Relations● Travel/Tourism Financial Services● Customer Resolution● Accounts PROFESSIONAL EXPERIENCE 2017 ~ present Customer Service Representative – CASINOLAND Customer service inquiries via chat, email, tickets, and telephone/ Help V.I.P. members Document verification, deposit and withdrawal inquiries, liaising with IGC 2015 ~ 2017 Personal Cruise Consultant – NORWEGIAN CRUISE LINES Managed and maintained personal data base of past and future clients, with follow up, emails, and outbound calls. Made reservations and bookings for the various ships and itineraries, as was on a commission + base salary. 2014 ~ 2015 V.I.P. Customer Service Representative – INSIGNIA PLATINUM CARDS CONCIERGE (Insignia Lifestyle Europe) Provide excellent concierge service to V.I.P. Platinum Card Holders (high net worth clients), anywhere in the world, and any request is fulfilled as long as it is legal, moral and ethical. Included reservations, yacht rentals, concerts, shopping etc. Extensive research is required. Many computer applications and databases. Communication via email, telephone, or SMS. 2013 ~ 2014 Customer Service Representative - HSBC BANK (UK call centre based in Malta) Duties include day to day banking queries, sales, financial services, foreign exchange and excellent customer service skills 2010 ~ 2012 National / International Wires Coordinator - BENDIX FOREIGN EXCHANGE CORPORATION Solely responsible for expediting all electronic and manual wires for all company offices throughout Canada Liaised with International and Domestic banks using requisite bank systems Cheque consolidation, preparation, invoicing, processing, budgeting; double checked instructions and invoices from clients Data entry/account maintenance; replied and responded to client and trader inquiries in a timely manner; wire confirmations Month end/daily reports bookkeeping of returned wires, cancelled transactions and voided cheques Hired and trained new staff members in policies, operations and procedures 2008 ~ 2010 Customer Service Representative / Business Services - TD CANADA TRUST Front line customer service; identified customer needs; day to day banking Cash and credit handling, sales, up sales, product knowledge, foreign exchange, EFT, PAD, wire transfers, account maintenance and business banking Achievement - Top sales position (#1) in the branch and top 10 in the district consistently, with a sales pace of 300%+ over goal 2005 ~ 2008 Branch Manager - CASH$MART CANADA Opened and closed the branch; responsible for a large cash volume Loans and credit approvals/evaluations, accounts receivable, accounts payable, EFT, PAD, collections, accounting, account maintenance and creation Hired, trained, and scheduled staff; complete payroll and staff assessments Small Claims Court liaison for multiple branch legal matters Generated and/or created daily, weekly and monthly reports 2004 ~ 2005 Customer Service Agent - WEST JET Used excellent guest relations skills when dealing with customers Check-ins, reservations, sales, stand-bys, baggage, gates, boarding, bridge control, gate expedition, arrivals, over-sized baggage, cash and credit card handling 2004 ~ 2004 Toronto Terminal Manager - C.A.T.S. – FAST FERRY “THE BREEZE” (Toronto - Rochester) Managed a staff of 43 including: hiring, payroll, scheduling, training, cash balancing of staff members, staff assessments, and policies Implemented strategies to build team work and morale Coordinated entire daily operations out of the terminal, including: cash/credit handling, reports, manifests, reservations, call centre operations, liaising with Canada and US Customs/Immigration and The Toronto Port Authority. Job ended due to company closure. 2003 ~ 2004 Travel Counselor/Guest Liaison - TOURISM TORONTO / TORONTO TOURS Guest relations, hotel reservations, attractions information, individual package creation, tourism information, tax reimbursements and individual needs Concierge Desk at 5 Star Hotels as needed. Excursions sales. Front Desk check in/out and reservations at 5 Star Hotels Carried out accounting tasks as needed 1999 ~ 2003 Owner/Manager/Director - THE RED SPOT BAR & LOUNGE Managed customer service and guest relations for the establishment Ordering, accounts payable/receivables, bookkeeping, tax assessments, government reporting Carried out staff hiring, evaluations, payroll and scheduling Coordinated catering and event bookings Supervised marketing and advertising for the bar and lounge 1992 ~ Oct. 1999 Corporate Accounts/Insurance Claims Assistant Manager- HMV CANADA Customer relations with clients, ranging from private ones to large corporations Assessment and quoting of insurance claims; liaising with insurance adjustors and companies Completed sales proposals, attended conventions and secured relations with prospective clients Achievement – Sole creator of a program, currently in use, for all of HMV’s Account Sales/Insurance Claims departments nationwide EDUCATION AND TRAINING Certificate in Business, 1996 INTERNATIONAL SCHOOL OF BUSINESS Industry courses: Self-Serve; Food Handling Safety; WHIMIS; Emergency Task: Special Needs COMPUTER SKILLS MS Office (Word, Excel, PowerPoint); POS; email and internal PM systems; company and banking programs; Intranet; Internet.