Crystal Ferguson
Port Of Spain ,Trinidad And Tobago
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Friendly and efficient customer service representative devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding customer service standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Telecommunications Services of Trinidad and Tobago
Port Of Spain , Trinidad
2000.11 - 2022.05
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Made outbound calls to obtain account information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Exceeded company productivity standards on consistent basis.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
High School Diploma -
St James Secondary School
St James Skills
- Credit Card Payment Processing
- Report Creation
- Report Generation
- Calm and Professional Under Pressure
- Customer Account Management
- Issue and Complaint Resolution
- Customer Service
- Customer Data Confidentiality
- Translation and Interpretation Services
- Data Entry and Maintenance
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Call Center Operations
Certification
- Customer Service Professional Certificate
Additional Information
English Language - Grade 3 ( 1998 )
Social Studies - Grade 3 ( 1998 )
Principle of Business - Grade 3 ( 1998 )
Clothing and Textiles - Grade 3 ( 1998 )
References
Jennifer Hacksaw
Retired Nurse
Telephone number :- 622-1139
Glenda Smith
Previous Minister of Trinidad and Tobago for Sande Grande/ Talparo (1995-2000)
Telephone Number :- 466-6631
Barry Lewis - Director Manager of Harbour Master Tours
Telephone Number :-620-2296
Timeline
Customer Service Representative
Telecommunications Services of Trinidad and Tobago
2000.11 - 2022.05
High School Diploma -
St James Secondary School
- Customer Service Professional Certificate
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