Customer Service Care Representative

Tina M. McKain

*** ** ****** ******. **** Saint Lucie, FL. 34983 Tel 561-***-**** Email: ********.******@*****.***

PROFESSIONAL EXPERIENCE

Palm Beach Tours & Transportation, West Palm Beach—Customer Service Manager/Dispatch Supervisor/Dispatcher

May 2016 - March 2022

Delivered a high-quality customer service experience to customers and affiliate partners.

Hired and provided job training as well as ongoing training to dispatch and reservations staff.

Hired and provided job training as well as ongoing coaching to chauffeurs.

Organized duties and schedules while motivating dispatch/reservations staff and chauffeurs.

Managed incoming volume of customer and affiliate reservations, and communicate streamline process with management and staff.

Ensure customer and client retention through quality service.

Handled escalated situations presented by dispatch/reservations staff and chauffeurs.

Performed dispatching duties in a streamline process such as quality checks of reservation details, vehicle and chauffeur assignments. Following up with chauffeurs, monitoring of current and upcoming jobs, monitoring of drivers through GPS system while providing them with necessary support.

Finalized trips, build customer invoices and charging customer’s accounts.

Managed upkeep of company, chauffeur and vehicle records and documentation such as permits, registrations, decals, licenses, MVRs, medicals etc.

Created reservations and customer profiles.

Organized from large to small size group manifest of upcoming reservations while working closely with clients from start to finish of their programs.

Logged and reported vehicle service and work orders pertaining to fleet maintenance and upkeep.

Jamaica Public Service Company Limited, Jamaica — Billing Analyst/Customer Care Representative

May 2007 - August 2014

Verified, corrected and adjusted consumers electricity bills

Performed billing adjustments on both residential and commercial/key accounts

Manually calculated estimated bills for customers without an accurate or unavailable Kilowatt(kWh) meter readings

Handled overflow of inbound calls from customers providing technical and customer support

Worked in different parish offices assisting walk-ins and over the phone customers with bill payments, account issues, assignment of technical/field service orders to and liaison with technical team

Worked at different roadshows promoting consumer/ product awareness

Verizon International Call Center, Jamaica — Customer Service Supervisor

2005 - 2007

Managed a team of 25-30 call center agents

Monitored call queues to meet and maintain required service levels.

Handled calls escalated by agents

Provided encouragement and motivation to agents through positive communication and feedback

Performed administrative duties relating to agents such as scheduling/forecasting

Touch Point Centers International, Jamaica — Customer Service Team Lead/Call Center Agent

2003 - 2005

Provided monitoring, coaching and feedback to assigned team members

Provided daily communication and directives via meetings and emails with team members to achieve desired results

Ensured calls are being handled efficiently and effectively

Handled escalated calls and emails from agents

Handled customer queries via telephone and email

EDUCATION

St. Mary’s College, Jamaica — High School Diploma

1995 - 2000

Infoserv Technical Institute, Jamaica — Certificate Customer Service/Telemarketing

2001-2001

Palm Beach Vocational Institute, Inc. Florida — Diploma Home Health Aide

September 2014

SKILLS

Computer- Microsoft Office, Quickbooks, Web and Social Skills, Writing/Typing

Customer Service- Communication, Listening, Assertiveness

Leadership Skills-Conflict Management/Resolution, Critical thinking, Decision Making, Training.

Soft Skills - Team Player, Flexibility, Creative Thinking

LANGUAGES

English

Spanish - Beginner

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