Customer Service Manager
Resume:
SHERMA
NURSE
Customer Service Manager/Operations
Choiseul Secondary School 1994-1999
Clear Law Institute (current)
Admin Assistant
Provide support to clients via phone and email
Assign and enter sales leads into Salesforce
Calendar Management
Send Invoice reminders to clients
PHONE
ADDRESS
Blackbay, Vieux Fort, Saint Lucia
***********@*****.***
Complaint Resolution
Effective Communication
Teambuilding & Training
Time management
Patience & Empathy
Ability to Keep Calm under Pressure or in
Stressful Situations
Tudor Enterprises Limited 2005
Completion of Training in Handling Complaints,
Conflict, Unusual&Difficult Situations
Caribbean Institute of International Hospitality
Management&Culinary Arts 2010
Rockstar Customer Service Leadership Training" by
David Brownlee 2021-2022
Automation Empire LLC
VP Of Operations
Responsibilities:
2020-2023
Result-oriented and personable CSM with over 12-years experience in a fast-paced retail environment . Improved customer experience through managing, leading, and training the entire team and updating daily functions. Resolved difficult customer inquiries and complex issues. Technically skilled proficiency in Word, Publisher, Excel, Opera, Freshdesk, Desk, Salesforce, Monday.com
Instacart
Data Validation Contractor
Responsibilities:
Assisting catalog manager with product edits on website Ensure that all website data is correct
Ensure that product data is labeled correctly and fix any issues which may be present
Research
EDUCATION
KEY QUALIFICATIONS
PROFESSIONAL EXPERIENCE
Oversee and manage the Customer Service and Suspensions Departments for our Amazon stores
Onboarding new dropshipping and FBA clients for Amazon Manage and assign incoming and outgoing tickets in Freshdesk Ensure that solutions and canned responses are up to date in Freshdesk
Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open communication
Handle customer complaints, provide appropriate solutions and alternatives
Follow communication procedures, guidelines and policies Managing clients Amazon stores
Proofreading client appeals
Billing and sending clients invoices through quickbooks Updating clients payments on Monday.com
CERTIFICATIONS:
2018-2020
Responsibilities:
MR JEFF HORD
General Counsel
Automation Empire LLC
MRS.CLAUDINE GILBERT
Operations Manager
Coco Resorts
X-Hong International Group
Customer Service Representative
Responsibilities:
Responding to customer service emails
Placing and responding to customer service calls
Responding to emails via Amazon Seller Central Responding to eBay store messages
Updating customers with tracking information and status of repairs
Responding to customer reviews and questions via
Bazaarvoice
Providing technical support to customers via email and phone
Handling company's social media accounts
Instant Rewards
Customer Service Supervisor
Responsibilities:
REFERENCES
2016-2018
Uploading client IDs and proof of address into our database Managing the support ticket system
Email Handling and live chat
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Evaluated consumer reports on a monthly basis.
Referred unresolved customer grievances to
designated departments for further investigation.
Acted professionally and patiently when addressing negative customer feedback.
Defused volatile customer situations calmly and
courteously. Accurately documented, researched
and resolved customer service issues.
2014-2016
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