Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

Filecia Davis-Thomas

Brandon,MB

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Westman Communications Group
Brandon, MB
07.2019 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Recommended products to customers, thoroughly explaining details.
  • Processed customer adjustments to maintain financial accounts.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Human Resource Intern

Assiniboine Community College
Brandon, MB
09.2020 - 03.2021
  • Developed strong written and verbal communication skills.
  • Maintained relationships with personnel using strong collaboration and teamwork skills.
  • Filed paperwork, sorted and delivered mail and maintained office organization.
  • Assisted payroll in sorting spreadsheet for the payment of contract workers
  • Supported efforts to optimize employee engagement, diversity and inclusion.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.

Central Reservations Supervisor

Island Outpost
Oracabessa, Jamaica
07.2013 - 06.2019
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Collaborated with team members to achieve target results.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Developed and maintained courteous and effective working relationships.
  • Improved operations through consistent hard work and dedication.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.

Wholesale Reservations Supervisor

SuperClubsl
Oracabessa , Jamaica
10.2010 - 07.2013
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked with customers to understand needs and provide excellent service.

Education

Associate Degree -

University College of The Caribbean
Jamaica

Diploma - Human Resource Management

Assiniboine Community College
Brandon, MB
04.2021

Bsc In Business Administration - Business Administration

Caribbean College Of The Caribbean
Jamaica W.I
06.2013

Skills

  • Sales expertise
  • Complaint resolution
  • Staff education and training
  • Inbound and Outbound Calling

Accomplishments

  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.

Timeline

Human Resource Intern

Assiniboine Community College
09.2020 - 03.2021

Customer Service Representative

Westman Communications Group
07.2019 - Current

Central Reservations Supervisor

Island Outpost
07.2013 - 06.2019

Wholesale Reservations Supervisor

SuperClubsl
10.2010 - 07.2013

Associate Degree -

University College of The Caribbean

Diploma - Human Resource Management

Assiniboine Community College

Bsc In Business Administration - Business Administration

Caribbean College Of The Caribbean

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Filecia Davis-Thomas