Knowledgeable and dedicated customer service

professional with extensive experience in Customer

service and service admin industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to

maintain customer satisfaction and contribute to

company success. Specialize in quality, speed and

process optimization. Articulate, energetic and results- oriented with exemplary passion for developing

relationships, cultivating partnerships and growing businesses. Organized and dependable candidate

successful at managing multiple priorities with a

positive attitude. Willingness to take on added

responsibilities to meet team goals. To seek and

maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Work History

Collection’s Specialist: Philips

(June 2022-Present)

• Manage accounts receivable collections for

international B2B customers.

• Make collection calls, send invoices, and follow up on outstanding payments.

• Identify and resolve disputes preventing timely

payment.

• Develop and implement customized collection

strategies to reduce delinquencies.

• Ensure accurate accounting of cash receipts and

write-offs.

• Initiated process improvements that increased

collection rates by 10%.

• Communicate daily with customers in the U.S. and Canada via phone and email

Analyst of administration of business: Tetrapak, Sidal

(October 2016—August 2021) USA/CA/LATAM

• Gathered customer service metrics and developed

Tableau dashboards to provide real-time data on CSR performance for 150+ engineers. Improved customer

satisfaction scores by 5%.

Salem

Pierre

SERVICE ADMIN EXPERT III

AND CUSTOMER CARE SPECIALIST

CONTACT

Address:

Panama City, Chilibre, 00801

Phone

+507-********

E-mail:

ad06a4@r.postjobfree.com

LinkedIn:

https://www.linkedin.com/in/sale

m-pierre

SKILLS

Project management

SAP

Concur

E-commerce management

Shopify specialist

Customer service expert

Desktop support

CRM

Order fulfillment

Technical issues analysis

MS Office

Logistic

Problem-solving

Inventory coordination

LANGUAGES

French

English

Spanish

Haitian Creole

Independent interpreter

• Identified major pain points in the claims processing system and proposed a new workflow to reduce processing times by 8%.

• Designed a new customer feedback survey focused on first-call resolution. Survey results led to an overhaul of the IVR system.

• Created a knowledge base portal with FAQs, policies, and procedures to serve as a CSR training resource.

• Built regression models to forecast customer service demand resulting in improved staff planning and a 2% reduction in payroll costs.

• Conducted gap analysis of current vs. desired customer service levels to define a 5-year roadmap focused on first contact resolution.

• Developed metrics for capturing customer effort scores and provided recommendations for lowering effort.

Customer care specialist: Copa Airlines (November 2013- April 2016)

• Provided exceptional bilingual customer service in English, Spanish, French, and Creole.

• Fielded customer inquiries via phone, email, and chat.

• Handled flight bookings and managed customer accounts.

• Identified and implemented improvements to optimize customer experience.

• Analyzed customer data to anticipate needs and customize service approach.

• Mediated between customers and internal teams to resolve issues.

• Suggested new products and services to better serve clients Appointment Setter: Dell (November 2009- February 2012)

• Making outbound calls or emails to prospects to introduce the business and try to schedule an appointment. They often work from lead lists provided by sales teams.

• Explaining the key benefits or offerings of the business in a compelling way to get prospects interested in an initial meeting or call.

• Asking screening questions to qualify prospects and determine if they are a good fit for the product/service.

• Scheduling appointments for sales reps by coordinating availability with the prospect and salesperson.

• Recording appointment details and prospect information in a CRM system for follow up.

• Sending calendar invites or confirmations to the prospect once the appointment is booked.

• Following up with prospects when needed to re-engage them or reschedule appointments.

• Maintaining organized records of call outcomes and prospect interactions.

• Providing feedback to the sales team on prospect objections or common questions Management Coordinator Emergency (December 2015- Present) As volunteers

• Develop and implement emergency preparedness and response plans for all church facilities and events. Conduct risk assessments to identify potential hazards and vulnerabilities.

• Establish emergency communication protocols and train staff on appropriate response procedures for fires, natural disasters, active shooter scenarios, and other threats.

• Coordinate drills and exercises to test and improve readiness of emergency plans. Debrief after drills to identify areas for improvement.

• Stock and maintain supplies for emergency kits, including first aid items, flashlights, food/water, and other necessities to sustain church operations during crisis events.

• Build relationships with local emergency authorities and community partners. Represent the church in local emergency management planning groups and share resources where possible.

• During emergency events, act as incident commander. Direct response efforts in accordance with established protocols to protect life safety and secure critical assets.

• Coordinate with pastors and church leadership to determine any changes to services or events due to incidents. Assist with developing contingency plans.

• After incidents, lead after-action reviews. Work with stakeholders to identify lessons learned and implement corrective actions to improve future preparedness and response capabilities.

• Develop training materials and presentations to educate staff and volunteers on emergency protocols and safety best practices. Promote a culture of preparedness. o Stay current on regulations, trends, and best practices related to emergency management and ensure church readiness meets all requirements. Sales support specialist: DIGICEL (December 2006- November 2009) Providing administrative support to the sales team - this can include booking travel, scheduling meetings,

managing calendars, organizing files/documents, etc.

• Assisting with lead generation activities - researching prospects, compiling lead lists, entering data into CRM systems.

• Managing sales tools, systems and databases - ensuring reps have access to the latest collateral, maintaining organized records in CRM platforms.

• Coordinating sales events, conferences or trade shows - handling logistics, registrations, materials preparation and shipping.

• Processing orders, contracts, and deal paperwork - reviewing documents for accuracy, securing approvals, filing completed paperwork.

• Preparing and distributing sales reports/presentations using data from CRM and other systems.

• Handling inbound leads and requests - qualifying prospects, routing them to the appropriate sales rep.

• Assisting with onboarding/training of new sales hires.

• Monitoring inventory levels and reordering sales materials as needed.

• Providing sales reps with relevant customer background before calls/meetings.

• Following up on outstanding quotes and orders as needed.

• Troubleshooting issues that come up for sales reps and providing general support

Education

2000-01 High School: Science, Computing and languages/ I.C.M.G / Haiti 2005-01

2007-06 Cisco CCNA. / Comp-Haiti / certificated

2007-12

2008-05 Customer service certification

2010-01 Industrial Engineering / UTP / Panama: Incompleted 2022-06- Present Engineering Industrial at Aden University Personal References

· Ramon Morales

Collection’s specialist Philips 6286-1860

· Joel Leon

DISEÑADOR DIGITAL: 65509596

· Larissa Arrue

Tetrapak Analyst Expert III: 6248-9005

Contact this candidate