Maqueline Joseph
Maple,NY
Summary
Proven Customer Service Representative at ECCO, adept in conflict resolution and critical thinking, significantly enhanced customer loyalty through empathetic service and problem-solving. Trained peers, contributing to sales growth and service excellence. Skilled in Microsoft Excel and active listening, consistently achieving positive feedback and high retention rates. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
ECCO
12.2021 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Secretary
Hospital Ofatma Cap-Haïtien Haiti
08.2017 - 10.2021
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
- Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
- Organized travel arrangements for executive team, ensuring smooth logistics for multiple international trips.
- Managed sensitive and confidential information with discretion, upholding integrity of executive communications.
- Enhanced meeting efficiency by preparing agendas and minutes, ensuring all participants were well-informed.
- Improved office workflow by redesigning document submission process.
- Conducted research for special projects, contributing valuable insights that informed strategic decisions.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
High School Diploma -
Lycee National Phillipe Gurrier
Cap Hatien, HaitiSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Scheduling
- Appointment Scheduling
- Administrative Support
- Staff Training
- Building rapport
Certification
HHA Certificate
Security Guard Certificate
Languages
French
Full Professional
Spanish
Limited Working
Haitian Creole
Native or Bilingual
Timeline
Customer Service Representative
ECCO
12.2021 - 10.2023
Secretary
Hospital Ofatma Cap-Haïtien Haiti
08.2017 - 10.2021
HHA Certificate
Security Guard Certificate
High School Diploma -
Lycee National Phillipe Gurrier
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