Bernice Desmangles
Homestead,FL
Summary
Dynamic Customer Service Representative with a proven track record, excelling in conflict resolution and upselling techniques. Recognized for enhancing customer satisfaction through active listening and personalized solutions, consistently exceeding performance metrics. Skilled in data entry and complaint resolution, fostering strong client relationships to drive loyalty and repeat business. A dedicated team player who can adapt to any environment, is ready to succeed and continue to grow.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Sixt Rent A Car
08.2022 - 01.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Customer Service Representative
Assurant
03.2013 - 07.2022
- Identified and resolved discrepancies and errors in customer accounts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained high call volumes by keeping calls beneath a minimum of three minutes.
- Assisted management with side by side calls, which led to an overall promotion to team leader.
- Monitored customer feedback for trends to make recommendations for improvement.
- Processed a minimum of one hundred and fifty emails daily.
- Developed and maintained a positive relationship with loyal customers.
- Assisted customers with account setup and navigation of the website platform.
Education
GED -
Keiser University
Fort Lauderdale, FL02-2017
Skills
- Customer service
- Conflict resolution
- Sales techniques
- Product knowledge
- Data entry
- Customer relationship management
- Order processing
- Active listening
- Problem solving
- Time management
- Performance metrics
- Website navigation
- Customer follow-up
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Microsoft outlook
- Scheduling
- Appointment scheduling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsTimeline
Customer Service Representative
Sixt Rent A Car
08.2022 - 01.2025
Customer Service Representative
Assurant
03.2013 - 07.2022
GED -
Keiser University
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