Customer Service Call Center

LEESHA ROSE-GOODLUCK

MIAMI, FL *****

PHONE 305-***-****

Email: **********************@*****.***

OBJECTIVES

Highly-driven and reliable customer service professional with 10+ years of experience in call center, telecommunication, sales and delivery industry. Meticulously providing customer care with a detailed approach to inquiries, products and services promotion, complaints and issues resolution with a keen interest in rapport building. Performed diligently in a leadership position where de-escalated high-end issues and provided innovative solutions timely. Owning extensive experience in a busy call center setting with the milestone of taking 100 client phone calls in a day. Efficiently worked for product and service optimization by utilizing consumer feedback and recorded data to maintain sustainable sales generation. Assisting businesses in quality assurance and stabilizing relationships with existing clients. Persistently learnt and managed CRM tools and software for customer data and information handling while strictly complying with safety procedures and transportation laws such as the Consumer Product Safety Act (CPSA), Federal Trade Commission Act (FTC), and Federal Transportation Laws by DOT. Seeking a challenging senior customer service representative role in a dynamic organization to utilize prior knowledge for mutual growth. ABILITIES

● Proficient in Word, PowerPoint and Outl

● High volume calls in fast paced environment

SKILLS

● Personal Skills

● Time Management

● Interpersonal Communication

● Detail-Oriented

● Adaptability

● Tenacity

● Active Listening

● Professional Skills

● Leadership

● Product Research

● Market Analysis

● Customer-Centric

● Multi-Tasking

● Satisfactory Delivery

● Data Analytics

● Reservation Service

● Problem Solving

● Conflict Resolution

CORE COMPETENCIES

● CRM Software

● Data Entry and

● Maintenance

● Complaint Resolutions

● Sales Generation

● MS Office

● Client Account

● Management

● Multiline Phone Etiquette

● Project Planning

● Dispatching

● Chats and Email Support

EXPERIENCE

Carnival Corporation & PLC

(JUNE 2022- MARCH 2024)

Casino Sales and Service

● Work in a fast-paced environment with a heavy call volume

● Demonstrated ability to prioritize multiple tasks

● Excellent verbal and written communication and organizational skills.Ability to complete multiple projects, implement decision strategies and effectively communicate to upper management

● Must have a high level of interpersonal skills.Ability to work well on a team and independently

● Ability to be a self-starter with a strong work ethic

● Experience navigating through and handling escalated issues

● Have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution

● Have strong computer, literacy and numeracy skills, and a keen attention to detail with the ability to multitask

● Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint)Ability to quickly adapt, learn and apply knowledge to current and changing software

● Proven ability to problem-solve and think creatively

● Ability to demonstrate excellent adherence to schedule, excellent attendance and punctuality is an essential function of the job

● Ability to adhere to departmental policies and guidelines Door Dash, Miami, FL

(FEBRUARY 2022- PRESENT)

Delivery Driver

● Provide excellent customer service

● Insuring deliveries are prompt

● Adhering to rules and regulations

William Sonoma, Miami, FL (JUNE 2020- JANUARY 2022 Leadership Team Member(Corporate)

● Solve the problem efficiently: Quick with quality

● Make it personal: Take ownership

● Inspire customer loyalty: Give them a reason to come back

● Listen Carefully: Be attentive

● Emphasize our effort: Because we care

● One call resolution or follow up if necessary

Circulation, Miami, FL (FEB.2017- MAY 2019)

Dispatcher/Router

● Route all trips left in the open, according to level of service

● Answer all incoming Transportation calls

● Respond to emails from other departments in a timely matter

● Other duties include assisting with escalated reservations and assigning trips made the same day

EDUCATION

● Miami-Dade College, Miami, FL

● Robert Morgan Vocational School, Miami, FL

● GED High School Diploma

Contact this candidate