Ferlicia Telemacque
Ocala,FL
Summary
Proven leader in customer service, adept at complaint handling and POS systems, with a track record of enhancing customer satisfaction and team performance at Circle K. Skilled in employee coaching and maintaining professionalism under pressure, consistently achieving targets. Excels in teamwork and collaboration, driving positive outcomes and efficient problem resolution.
Overview
12
12
years of professional experience
Work History
Lead Customer Service Representative
Circle K
Wildwood, FL
06.2023 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Cook
- Cash handing
Housekeeper
The Walt Disney Company
Orlando, FL
02.2022 - 05.2022
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
Customer Service Representative
Conduent
Orlando, FL
11.2021 - 02.2022
- 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.
- 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.
- Processed customer service orders promptly to increase customer satisfaction.
Server Shift Leader /Customer Service Cashier
Pokelava
Ithaca, NY
08.2018 - 10.2021
- Cultivated warm relationships with regular customers.
- Promoted a positive work environment, fostering teamwork through regular communication and recognition of outstanding performances.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing personalized solutions.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Bussed and reset tables to keep dining room and work areas clean.
Lead Cashier
Moe’s Fresh Market
St. Thomas, USVI
10.2015 - 12.2017
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Coordinated breaks for fellow cashiers to ensure continuous coverage at all times while minimizing downtime.
- Assisted customers with finding products and answering questions, resulting in an enjoyable shopping experience.
Cashier
Pueblo Supermarket
St. Thomas, USVI
08.2012 - 10.2015
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
University of The Virgin Islands
Charlotte Amalie, VIHigh School Diploma -
Charlotte Amalie High School
St. Thomas, USVI06.2010
Skills
- Complaint Handling
- Team Member Training
- Work Prioritization
- Call Management
- Call center experience
- Customer Support
- Willingness to Lead
- Fast Learner
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking and Organization
- Positive and Friendly
- Payment Processing
- Credit card processing
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Teamwork and Collaboration
- Call Center Operations
- Issue and Complaint Resolution
- Store maintenance
- Computer Skills
- Employee Coaching
- Following scripts
- Account Updates
- POS systems expert
- Merchandise Orders and Exchanges
- Inbound Call Management
- Order and Refund Processing
- Account updating
Timeline
Lead Customer Service Representative
Circle K
06.2023 - Current
Housekeeper
The Walt Disney Company
02.2022 - 05.2022
Customer Service Representative
Conduent
11.2021 - 02.2022
Server Shift Leader /Customer Service Cashier
Pokelava
08.2018 - 10.2021
Lead Cashier
Moe’s Fresh Market
10.2015 - 12.2017
Cashier
Pueblo Supermarket
08.2012 - 10.2015
University of The Virgin Islands
High School Diploma -
Charlotte Amalie High School