Customer Service Representative
Resume:
michael j.
wilson
professional summary
Well-organized administrative professional adept at smoothly answering customer questions and directing inquiries. Seek opportunities to improve customer relations and increase efficiency in fast-paced settings. Work well under pressure, multitasking to handle diverse office needs.
experience
Conduent Inc Montego Bay, Jamaice
August 2023 - February 2024
Customer Service Representative
Delivered fast and friendly service to handle questions and service complaints.
Handled customer inquiries, payments and service requests.
Maintained high level of knowledge regarding current promotions, discounts, or special offers available.
Answered customer inquiries via phone, email, and chat.
Conferred with customers by telephone or in-person to provide information about products or services.
Processed customer exchanges, refunds and bill adjustments to correct product or service problems.
Analyzed call volume and average call time to monitor performance and productivity.
Navigated multiple computer systems and utilized search tools to find information.
Compared disputed merchandise with original requisitions and information from invoices to prepare invoices for returned goods.
Collaborated with internal departments to find resolutions and conduct further research on customer account.
Collaborated across departments to resolve customer-related issues.
Advanced Call Center Technologies Barnett, Montego Bay, St James, St James
August 2022 - February 2023
Customer Service Representative
Documented, researched and resolved customer service issues.
Anticipated needs and resolved problems to keep customers happy.
Handled customer inquiries, payments and service requests.
Managed customer calls efficiently in fast-paced call center environment.
Built trusting relationship with customers to better understand needs.
Informed customers of promotions and special offers to increase sales.
Enhanced customer satisfaction with fast, knowledgeable service.
Answered inbound calls to handle various concerns, set appointments and close sales.
Met personal, team and company goals in customer service environment.
Montego Bay, Mangrove, Freeport
Customer Service Advisor
Created and entered enrollment applications for new consumers in company database.
Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.
Used various tools and resources to identify trend behaviors to improve individual and team performance.
Kept records of customer interactions or transactions, recording details of inquiries and actions taken.
Gathered and verified required customer information for tracking purposes.
Conferred with customers by telephone or in-person to provide information about products or services.
Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
Remained current on new marketing campaigns to respond appropriately to marketing related inquiries.
Navigated multiple computer systems and utilized search tools to find information.
education
Diploma - Customer Service Supervision Lvl3
July 2021
Heart Eastern TVET Institue Stony Hill Campus, Kinston, Jamaica
Awarded Most Helpful
High School - Business Education
July 2018
Frome Technical High School, Westmoreland, Jamaica
certifications
Heart Eastern TVET Institute Stony Hill Campus
Diploma in Customer Service Supervision Level 3
Frome Technical High School
Examinations Council: Caribbean Secondary Examinations Certificate (CSEC)
Electronic Document Preparation and Management - III
English Language - I
Office Administration - III
Social Studies - IV
Examinations Council: City and Guilds (C&G)
English Language - (Pending)
Mathematics - (Pending)
references
George Langley
Minister Of Religion
Norma Fenton
Justice of the Peace
Amity District, Savannalamar, Westmoreland JA JMWD15
W: ****************@*****.***
skills
Project Management
Virtual Assistance
Social Media Management
Customer Support
Time Management
Goal Setting
Interpersonal Skills
Effective Communication
Attention to Detail
Written Communication
.
mw
Contact this candidate