Support Specialist Customer

YOLLANDA FRAME

Montego Bay, Jamaica 1-876-***-**** *************@*****.*** linkedin.com/in/yollanda-f- 541565104/

PROFESSIONAL SUMMARY

A Customer Support Specialist with 5+ years of experience providing fast, reliable service in high volume environments. Skilled in using CRM tools, resolving customer issues and collaborating with teams to improve service quality. Known for empathy, adaptability, and consistently exceeding performance goals. KEY SKILLS

Creative, good critical thinking skills, fast learner

Empathy and listening skills

Possesses empathy, strong communication, and good listening skills

Tech-savvy, good with navigating around different platforms

Proficient in Click Up

Proficient in CRM tools

PROFESSIONAL EXPERIENCE

FRONT DESK AGENT BEST WESTERN SHERIDAN CENTER MAY 2023– NOVEMBER 2024

Managed 50+ guest reservations daily, ensuring seamless check-in and checkouts

Processed 20+ credit card transaction per shift, maintaining strict data security

Balanced daily reports and reconciled cash drawer with 100% accuracy CONCIERGE HYATT ZIVA & ZILARA DECEMBER 2019 – MAY 2023

Responded to 40+ customer and guest email inquiries daily.

Secured 20+ high demand dinner reservations and event tickets monthly.

Answered 30+ guest inquires via chat system with the help of a script.

Curated customized guest itineraries enhancing overall guest satisfaction REMOTE CUSTOMER SUPPORT SPECIALIST VERIZON AUGUST 2018– DECEMBER 2019

Updated 30+ customer accounts daily, reducing data entry errors by 25%

Handled 20 – 50 inbound chats per shift, resolving technical and billing issues

Maintained 90% customer satisfaction rating through efficient issue resolution

Documented recurring issues providing team knowledge base and workflows CUSTOMER SUPPORT SPECIALIST A.N.C INSTALLATION JUNE 2017– AUGUST 2018

Managed 20+ customer inquiries daily via phone, email and chat

Partnered with IT to log and resolve 30+ recurring issues, reducing repeat calls by 20%.

Delivered product and service guidance contributing to a 90% first-contact resolution rate.

Assisted with training new hire on system processes and customer service protocols EDUCATION

Rusea’s High School Six Form –Associate Degree