Emmanuela Saint-Fleur
Sioux Falls,SD
Summary
Results-driven professional with a robust background in customer service, technical proficiency, and adaptability, seeking a challenging role that effectively leverages diverse skills. Committed to a full-time position offering professional challenges while utilizing expertise in emergency communications and crisis management. Demonstrated ability to coordinate swift responses to critical situations, maintain composure under pressure, and ensure public safety through advanced communication systems and problem-solving techniques. Recognized for meticulous attention to detail and a strong commitment to operational efficiency, fostering seamless workflows as a collaborative team player dedicated to reliable performance.
Overview
10
10
years of professional experience
Work History
Mail Handler
United States Postal Service, USPS
Sioux Falls, SD
10.2023 - Current
- Sorted and organized incoming mail to ensure efficient distribution.
- Operated mail processing equipment to expedite handling of packages and letters.
- Assisted in training new employees on mail sorting procedures and safety protocols.
- Monitored workflow during peak periods to maintain service levels and reduce delays.
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained a clean and organized workspace to facilitate efficient mail handling processes.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
- Maximized workplace safety with proper handling techniques for heavy or oversized packages.
- Balanced workload effectively during peak seasons to ensure consistent service levels despite increased volume demands.
- Improved mail processing efficiency by sorting and organizing incoming and outgoing mail accurately and promptly.
- Coordinated with transportation teams to ensure smooth transition of mail for delivery.
- Processed incoming shipments for distribution, ensuring timely delivery to correct recipients.
- Operated automated sorting equipment to expedite mail processing.
- Ensured secure handling and confidentiality of sensitive mail, protecting customer privacy.
- Contributed to team effort by meeting and exceeding assigned mail processing quotas.
- Operated automated mail processing equipment to enhance processing speed and accuracy.
- Operated forklifts to efficiently load and unload materials from docks.
- Ensured compliance with safety regulations during all warehouse operations.
- Collaborated with team members in coordinating tasks, maximizing productivity and maintaining a positive work atmosphere.
- Loaded outbound shipments securely onto transport vehicles following established guidelines.
- Assisted in inventory management, utilizing barcode scanners and computer systems for accurate recordkeeping.
- Improved warehouse efficiency by expertly operating forklifts and other heavy machinery.
- Operated forklift in compliance with OSHA guidelines and organizational policies.
Pier-Agent
SMS International Shore Operations
Port of Miami
03.2023 - 09.2023
- Efficiently provide representation for MSC Cruises, Norwegian Cruise Line, Oceania Cruises, Princess Cruises, Regent Seven Seas Cruises, Seabourn, Silversea, Viking Cruises, Virgin Voyages and more.
- Being proficient in utilizing registration systems for guest check-in and data management.
- Managed passenger check-in processes, enhancing efficiency and customer satisfaction.
- Collaborated with port authorities to streamline logistics and operational flow.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Collaborated with team members to maintain a clean and organized pier area, promoting a positive atmosphere for passengers.
- Streamlined boarding processes for improved passenger flow and reduced wait times.
- Successfully facilitated the smooth embarkation and debarkation of thousands of guests by efficiently managing traffic flow ensuring a positive and seamless experience.
- Experience in guiding and monitoring traffic flow in secure CBP areas, walkways, and terminal facilities.
- Responded to guest inquiries and provided accurate information regarding boarding, sailing, and terminal facilities.
- Escorted and provided wheelchair assistance to guests with mobility needs, ensuring their comfort and safety.
- Verified the validity of travel documents and inputted guest travel information accurately into the registration system.
- Organized terminal and check-in areas, ensuring all necessary equipment and materials were readily available.
- Collaborated with management to report findings on registration flow and timetables, contributing to process improvement initiatives.
- Knowledgeable in handling U.S. Customs and Border Protection (CBP) procedures and documentation.
Emergency Dispatcher (Level 5) Customer Service
COPS Monitoring
Boca Raton, FL
12.2018 - 03.2021
- Worked remotely as a Customer Service Representative, handling inbound phone calls related to alarm activations.
- Effectively notified customers and authorities about alarm activations, ensuring timely responses and maintaining a high level of security.
- Demonstrated exceptional customer service skills, resolving customer issues and concerns with professionalism and empathy.
- Utilized technical systems such as Avaya to manage incoming calls, maintain accurate records, and provide efficient customer support.
- Maintained a good attendance record and reliability, meeting or exceeding performance targets in a remote work environment.
- Adapted quickly to remote work requirements during the pandemic, ensuring uninterrupted service and seamless communication with customers.
- Collaborated with cross-functional teams to address escalated customer issues and provide effective resolutions.
- Proactively contributed to process improvements and shared best practices to enhance the overall customer experience.
- Coordinated emergency response efforts for various incidents, ensuring timely dispatch of resources and personnel.
- Maintained accurate records of dispatch activities and incident reports for operational review.
- Trained new dispatchers on protocols, software systems, and effective communication techniques.
- Collaborated with law enforcement, fire services, and medical personnel to streamline response efforts during emergencies.
- Improved response times by prioritizing and efficiently managing emergency calls.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Provided life-saving assistance with medical emergencies over the phone, guiding callers through proper procedures until help arrived.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Answered calls from automatic routing system and took basic information from callers.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
Claims Analyst
NSD (Nation Safe Drivers)
Boca Raton
05.2016 - 09.2018
- Evaluated the accuracy and quality of data entered into the agency management system, ensuring the integrity of information and adherence to established standards.
- Proactively followed up with dealers on unresolved issues, maintaining open lines of communication and providing prompt resolution.
- Collaborated with the claims department and dealership's mechanical repair team to efficiently resolve claims, leveraging strong teamwork and problem-solving skills.
- Conducted thorough investigations of properties to determine the extent of damage, estimating repair costs based on the customer's warranty protection coverage policy.
- Verified documentation for accuracy and validity, meticulously updating systems with precise information.
- Performed various administrative tasks, including effective communication with clients, mail distribution, and document scanning, ensuring smooth operations.
- Posted payments to accounts accurately, meticulously maintaining records to facilitate seamless financial transactions.
- Fairly affirmed or denied coverage based on comprehensive investigations, ensuring equitable outcomes for all parties involved.
- Generated, posted, and attached relevant information to claim files, ensuring comprehensive documentation and easy retrieval of essential details.
- Demonstrated exceptional data entry skills by efficiently processing an average of 125-150 claims daily, meeting stringent deadlines while maintaining accuracy and quality standards.
Education
AS - Business Entrepreneurship
Miami Dade College
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Florida International University
01-2016
High School Diploma - undefined
Atlantic High School
01-2014
Skills
- Customer service
- Hygiene and safety
- Time management abilities
- Continuous improvement
- Adaptability
- Problem-solving abilities
- Critical thinking
- Multitasking and prioritization
- Strong organization skills
- Attention to detail
- Situational awareness
- Information documentation and relay
- Telecommunications
- Typing speed
- Verbal and written communication
- Computer-aided dispatching
- EMS dispatch
- Active listening
- Team collaboration
- Record keeping
Key Competencies
- Customer Service: Proven track record of providing exceptional customer experiences, addressing inquiries, resolving concerns, and maintaining high levels of satisfaction.
- Technical Proficiency: Skilled in utilizing various systems and software, including [mention specific systems/software relevant to your roles], to optimize workflows and enhance operational efficiency.
- Adaptability: Quick to adapt to changing environments and industry demands, demonstrated through successful transitions between diverse industries.
- Communication: Excellent verbal and written communication skills, with the ability to effectively engage with diverse stakeholders and build strong relationships.
- Problem-solving: Analytical thinker with a solution-oriented mindset, adept at identifying and addressing challenges to achieve positive outcomes.
Languages
Creole
Native or Bilingual
Timeline
Mail Handler
United States Postal Service, USPS
10.2023 - Current
Pier-Agent
SMS International Shore Operations
03.2023 - 09.2023
Emergency Dispatcher (Level 5) Customer Service
COPS Monitoring
12.2018 - 03.2021
Claims Analyst
NSD (Nation Safe Drivers)
05.2016 - 09.2018
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Florida International University
High School Diploma - undefined
Atlantic High School
AS - Business Entrepreneurship
Miami Dade College