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Customer Service Representative with 5+ years of demonstrated expertise in directing service operations and customer service initiatives to achieve corporate goals. In-depth customer service experience in client-focused positions with the determination to deliver world-class customer service. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Problem-solver with diverse experience in team leadership, including a great record of resolving customer service escalations.Core competencies include: Customer Service Management
Complaint Resolution
Retail Operations Management
Merchandising Plans Development Tax Preparation Tax laws and regulations Sales & Margin Improvement
Teambuilding & Training
Cost-Reduction Strategies
Client Acquisition & Retention Multilingual: English,French & Haitian creole Proficent in MS Office SuiteEDUCATION
PROFESSIONAL EXPERIENCEGCS
Customer Service Representative I 2018 to 2019 Handle customer inquiries, complaints, billing questions and payment service requests. Resolve product or service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution to solve the problem. Process payments refunds and record important customer data, update record customer information, de-escalate calls via active listening to identify needs and provide timely solutions. Build relationships with customer by providing information on different products to increase sales and satisfy customers needs. Meet and exceed personal/team sales targets and call handling quotas. Completed five 4-hour of customer service training. Topics included how to: Greet transfer and hold calls. Build rapport, listen, clarify and manage the conversational flow Promote company product on Facebook, Pinterest, Youtube, Twitter, and other social media accounts.Convergence Marketing
Merchandiser I February 2010 - Present Developed and maintained relationships with owners, managers, and key personnel to develop sales and marketing plans that increased excitement and sales of the brand Used strong business acumen to increase top line sales by merchandising top sellers and writing orders to support stock levels Participated, created, and supported in-store events related to new store openings, new product launches, and seasonal events Saved the closure of many stores through implementation of satisfactory ideas and collaboration with store managers to restructured overall store layout and merchandising standards to improve brand image and increase sales Catalogued many hours by familiarizing self with the expectation of contracting companies, like L Oreal, Maybelline, CoverGirl, NYC,etc.Empowerment Center for Caribbean Immigrant, Inc
Volunteer Saturday Teacher I October 2013 Present
Provided English instruction to adult students whose native language was not English Scheduled field trips that would enlighten the experience of being in America Advertised and recruited additional students; increasing class sizes over 2 years.Indole Tax Inc
Tax Representative I February 2011 March 2012
Supervised client s input of tax data to spot errors and increase tax return for clients
Supported full-time staff by administering necessary paperwork to clients diminishing wait time and increasing turnover rate Maintained office by restocking, printing, cleaning and organizingCampaigner, New York Working Families I June 2006 August 2009Volunteer, St John's Episcopal Hospital I September 2004 May 2006
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