Customer Service Representative
Resume:
Contact
Phone
Address
LENICE WALLACE
PROFESSIONAL EXPERIENCE
PROFESSIONAL OBJECTIVE
**************@*****.***
Montego Bay
St. James
Jamaica
Motivated and adaptable professional seeking a challenging role where I can apply my diverse skills and experience to contribute to the success of the organization. Dedicated to continuous learning and growth, I aim to excel in a dynamic work environment while making a meaningful impact on projects and team goals.
Language
English
References
Sasheen Gordan
Supervisor
Ainsley Dryden
Manager
VIP Attractions 06/2023 - Present
Customer Service Executive
Hard and Soft Skills
Customer Service and Guest Relations
Critical Thinking Skills
Time Management and Organizational
Skills
Leadership and Supervisory Talent
Observational and Innovative Skills
Interpersonal and People Skills
Teamwork and Collaboration Talent
Flexibility and Multitasking Skills
Problem-Solving and Conflict
Resolution
Data and Inventory Management
CRM Software Proficiency
Food and Beverage Operations
Cosmetology Skills
Patient Care and First Aid Skills
Supervisor (Actg.) Subject Matter Expert
Itel International 06/2021 - 03/2023
Provide personalized assistance to VIP passengers, ensuring a seamless and enjoyable travel experience from arrival to departure. Greet guests upon arrival, assist with check-in procedures, and escort them to designated VIP lounges or facilities.
Coordinate with airport staff, airlines, and other service providers to fulfill special requests and accommodate individual preferences. Anticipate and resolve guest concerns or issues promptly and professionally, maintaining a high level of customer satisfaction. Led and supervised a team of customer service representatives, ensuring adherence to quality standards and achievement of performance targets. Conducted regular coaching sessions and performance reviews to identify areas for improvement and provide constructive feedback. Served as the go-to person for complex customer inquiries and issues, providing expert guidance and resolutions.
Collaborated with cross-functional teams to update and maintain knowledge base articles, ensuring accuracy and relevance. Customer Service Representative
Continuum Global Solutions 09/2020 - 04/2021
Responded to customers interactions regarding product inquiries, account assistance, billing inquiries, and technical support issues. Demonstrated empathy and active listening skills to understand customer needs, address concerns, and provide appropriate solutions. Utilized call center software and CRM systems to accurately document customer interaction and update account information. Escalated complex issues to appropriate departments or supervisors for further assistance and resolution.
Waitress
Sea Gardens Beach Resort 05/2019 - 12/2019
Customer Service Representative
ACT - Advance Call Centre 09/2018 - 11/2019
Esthetician
Sandals 12/2019 - 03/2020
Provided a wide range of skincare treatments, including facials, chemical peels, microdermabrasion, and waxing, tailored to meet the individual needs of hotel guests. Conducted thorough skin assessments and consultations to determine the most suitable treatments and products for each client.
Maintained cleanliness and sanitation of treatment rooms and equipment, adhering to industry standards and regulations.
Educated guests on proper skincare routines and recommended home care products to maintain and enhance treatment results.
Answered incoming calls promptly and professionally, addressing customer inquiries, concerns, and complaints. Provided accurate and timely information to customers regarding products, services, policies, and procedures. Assisted customers with placing orders, processing returns, and resolving billing issues. Documented all customer interactions in the CRM system, ensuring accurate and thorough record-keeping. Greeted guests with a warm and welcoming attitude, providing menus and assisting with menu selections as needed. Took customer orders accurately and efficiently and ensuring special requests and dietary restrictions were communicated to the kitchen.
Served food and beverages promptly and courteously, following service standards and presentation guidelines. Checked on customers throughout their meal to ensure satisfaction and address any concerns or requests. HEART Trust NTA 2020
NCTVET Caregiver Level 3 Certificate
International School of Beauty and Massage Therapy 2019 - 2020 International School of Beauty and Massage Therapy Facial, Skincare & Waxing Level 3 Certificate Western Hospitality Institute 2017 - 2018
NCTVET Food and Beverage Level 2 Certificate
Ruseas High School 09/2012 - 07/2017
5 CSEC Subjects
EDUCATION
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