Full Name: Dominic Aurelien

Address: Grande Riviere Dennery

Telephone Number: 1-758-***-****

Email Address: adnsbs@r.postjobfree.com

Personal Summary

I have always been kind, patience, and adaptable, with proven excellence in customer service. I am always eager to learn new skills, and extend my knowledge base to develop my abilities within the workplace. Lastly, my high level of motivation, allows me to see tasks through the end.

Education

2014 – 2019 Beanefield Comprehensive Secondary School CSEC Results

English Language: 1

Electronic Document Preparation Management: 2

Principals of Business: 2

Physical Education: 2

Social Studies: 3

Integrated Science: 3

Work Experience

October 2019 – March 2020 Cashier Assistant One Stop Mart

Right after leaving secondary school, I immediately started assisting my aunt with the day-to-day operations in her mini-mart. There, I bought items from distributors, sold goods to the customers of our small community, along with work the cash register.

April 2020 – September 2020 Customer Service Representative KM2 Solutions

At KM2 Solutions, I was placed on the voice campaign called Bridgecrest. On Bridgecrest, I assisted customers via phone, with their car loans. The main responsibilities were to either help customers make car loan payments or assist and negotiate when they weren’t able to. After every call, I was to summarize what happened to input into the database. There, I learnt how to multitask, deal with escalate customers, most of the times having to deescalate them, work under pressure, along with excellent customer service skills.

September 2020 – May 2021 Customer Service Specialist Itel Smart Solutions

During my employment at Itel-Smart solutions, I have been on two campaigns. The first one being a voice/chat campaign called Shutterfly. On Shutterfly, I assisted customers via both live chat and calls, with either maneuvering the Shutterfly website, finding a solution for lost or damaged orders, or helping customers edit photobooks, cards etc. After which, I was then switched to a digital campaign called Vitacost Kroger. On Vitacost Kroger, I assisted customers via both live chat and email with processing refunds or replacements for lost or damaged orders or helping fix whatever challenge faced with the Vitacost website. At Itel as well, after every contact I was to summarize what happened, to have inputted into the database. While at Itel, I also participated in their Jr QA program, which allowed me to become a certified Jr customer experience coach. During this program, I was exposed to grading calls, learning how to use Excel to portray agent's performances to clients/supervisors/agents, along with coaching agents when needed. Although I was just an agent on the campaign, I did assist me supervisor with duties such as grading agent chats and emails, inputting log in and log out times, along with watching the que to ensure agents are following protocols. At both Itel and KM2, I was almost always on time for work, sometimes even hours earlier than my shift, to simply read through emails, or have myself updated with new protocols. I strongly believe and abide by the phrase ‘The Early Bird Gets the Worm’.

Hobbies and Interest

I enjoy swimming along with watching sci-fi movies in my free time.

Reference

Gilliar St Hilare

Operations Supervisor

Itel Smart Solutions

1-758-***-****

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