Customer Service Representative
Resume:
Contact
Phone
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SHANIQUE SHAND
PROFESSIONAL EXPERIENCE
PROFESSIONAL OBJECTIVE
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Paradise Norwood
Montego Bay P.O. #1
St. James
Jamaica
To seek employment within an environment that will challenge me further; while allowing me to contribute to the continued growth and success of the organization. In addition, to make use of my interpersonal skills to achieve the goals of a company focusing on customer satisfaction and experience, providing me with the opportunity to meet and exceed assigned goals. Centerfield 10/2018 - 11/2022
Hard and Soft Skills
Strong Communication Skills
Teamwork & Organizational Skills
Interpersonal Skills
Strong Focus & Keen Attention to
Details
Time Management & Prioritization
Customer Service & Relations
Quality Assurance
Database & Inventory Management
CRM Software Management
Telephone Etiquette
Collections & Negotiation Skills
Language
English
Quality Analyst Sales Representative
References
Doreth Chambers
Principal
Teleperformance 02/2018 - 10/2018
Collective Solutions 10/2017 - 02/2018
Collection Agent
Customer Service Representative
Conducted regular audits of call interactions to evaluate customer service representatives' performance.
Analyzed data and identified areas of improvement, such as agent training needs, processed inefficiencies and customer pain points. Provided feedback, coaching and training to call centre agents to improve their performance and customer service skills.
Consistently met and exceeded sales goals by actively engaging customers and recommending appropriate products.
Assisted customers with delinquent accounts, effectively reducing outstanding balances and improving collection rates. Conducted thorough investigations to identify reasons for non-payment and negotiated payment arrangements with customers. Utilized various communication channels, including phone calls, emails, and letters, to contact customers and resolve outstanding payment issues. Maintained accurate and detailed documentation of all collection activities in compliance with company policies and regulations. Provided accurate and up-to-date information on payment options, account balances and late fees.
Responded to customer inquiries and concerns, ensuring prompt and accurate resolution.
Demonstrated exceptional product knowledge and provided detailed information to clients regarding company policies, services and offerings. Documented customer interactions and maintained accurate records using CRM software.
Collaborated with cross-functional teams to resolve complex customer issues and ensure customer satisfaction.
EDUCATION
South East College 2022 - 2023
University of the Caribbean Commonwealth (UCC) 2022 Green Pond High School (Career Advancement Programme) 2011 - 2013 Spot Valley High School 2006 - 2011
Dexterity Tech 02/2015 - 10/2015
Customer Service Representative
EDUCATION
5 CSEC Subjects
English A - 2
Electronic Document & Preparation Management - 3
Information Technology - 3
Home Economics Management - 3
Social Studies - 3
City and Guilds Mathematics Merit
NCTVET Data Entry Level 1 Certification
NCTVET Patient Care Assistant/ Diploma Level 3 Certification - Pending NCTVET Practical Nursing Diploma - Pending
UCC Executive Human Resources Management Certificate Responded to customer inquiries in a timely and professional manner, providing accurate information and resolving issues to ensure customer satisfaction.
Demonstrated empathy and active listening skills, understanding customer needs and addressing concerns effectively.
Assisted customers with product or service inquiries, order placement, tracking, and returns, ensuring a positive customer experience.
Utilized CRM systems to log customer interactions, update customer information and track case resolution progress.
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