Janel Germeille
Miami,FL
Summary
Dynamic professional with a proven track record in customer service and problem-solving, honed at Miami Business Center and other leading companies. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating strong communication skills and attention to detail. Achieved significant improvements in team performance and client service through effective collaboration and adaptability.
Overview
17
17
years of professional experience
Work History
Sales Associate / Corporate Trainer
Miami Business Center
Miami, FL
01.2024 - Current
- Demonstrated proficiency in customer acquisition through various channels including door-to-door and event outreach at least 60 approaches daily.
- Initiated friendly conversations with customers to determine the level of assistance required.
- Assisted in training new staff members on company policies and procedures related to sales operations.
- Participated in staff meetings and training sessions to improve product knowledge and sales techniques.
- Provided customers with information on current promotions and addressed service-related concerns.
- Delivered one-on-one coaching sessions to enhance employee performance and job competency.
- Conducted needs assessments to identify skill gaps in the workforce.
- Evaluated training data to gauge program success and propose improvements when required.
Survey Interviewer
Ironwood
Miami, FL
12.2022 - 01.2024
- Conducted approximately 60 professional and unbiased survey interviews.
- Verbatim survey reading.
- Used computers or specified forms to compile, record, and code results or data from interviews or surveys.
- Reviewed data obtained from interviews for completeness and accuracy.
- Contacted consumers from the prepared list to conduct interviews to obtain information.
- Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
Scheduling and Customer Service Agent / QA Analyst
Contact Center Dominicana
Santo Domingo, Dominican Republic
05.2016 - 08.2022
- Scheduled and confirmed approximately 50 medical exam appointments for Radnet's patients in accurate and efficient ways daily.
- Created new accounts and ensured up-to-date information in existing accounts.
- Answered customer inquiries via phone, email, and chat.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- De-escalated difficult customer issues while maintaining a calm and friendly demeanor
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of patients every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Monitored completed calls and provided feedback to improve team member performance.
- Investigated performance to maintain employee adherence to quality and safety policies.
- Analyzed quality trends and conducted investigations to identify system flaws, process inefficiencies, and training needs.
- Executed test scripts and recorded results. Recommended improvements to systems and procedures for increased productivity.
- Reported on audit results to inform stakeholders of areas in need of improvement.
- Assisted with calibration and validation of production before administration of quality control calibration call to guarantee accurate data.
Sales Agent
Great VirtualWorks
Santo Domingo, Dominican Republic
01.2016 - 05.2016
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of OmegaXl products or services to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Offered product and service consultations and employed upselling techniques.
- Assisted customers with placing orders over the phone or online.
- Built trust and loyalty by maintaining professionalism while persuading customers.
- Applied good listening skills to determine customer preferences and financial limits.
- Closed sales by building rapport and overcoming objections.
- Documented sales call data in company software.
Collections Agent
Call Center Pros
Santo Domingo, Dominican Republic
08.2015 - 12.2015
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Technical Support Representative/ Service Tracking
Alorica
Santo Domingo, Dominican Republic
06.2011 - 05.2015
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Documented services performed in the ticketing system.
- Examined previously completed work for accuracy.
- Communicated with clients for outstanding customer service and to increase repeat business.
- Verified unit servicing and identified replacements needed.
Hotel Front Desk Agent
Hard Rock Hotel Punta Cana
Punta Cana, Dominican Republic
01.2011 - 04.2011
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
- Provided phone support with enthusiasm, including taking orders and delivering customer information.
Sales Manager
GTECH
Port-au-Prince, Haïti
01.2009 - 10.2010
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Data Entry Volunteer
ONA
Port-au-Prince, Haïti
01.2008 - 07.2008
- Enhanced data accuracy by meticulously inputting information into databases and spreadsheets.
- Completed data entry tasks with accuracy and efficiency.
- Maintained files, records, and chronologies of entry activities.
- Used computer software to store and retrieve data.
- Checked for accuracy by verifying data and records.
- Followed data entry protocols, rules and regulations.
Education
Some College (No Degree) - Health Sciences
University of The People
Pasadena, CASome College (No Degree) - Data Entry / Accounting
CAINFO
Port-au-Prince, HaïtiHigh School Diploma -
College Adventiste Vertieres
Port-au-Prince, Haïti06.2005
Skills
- Customer Service
- Teamwork and Collaboration
- Time Management
- Problem-solving skills
- Listening Skills
- Excellent people skills
- Goal-Oriented
- Conflict Resolution
- Store Opening and Closing
- Upselling
- Cold-calling
- Friendly and Helpful
- Honest and Dependable
- Strong Communication and Interpersonal Skills
- Attention to Detail
- Reliable and Responsible
- Adaptable and Flexible
- Flexible Hours
Languages
Haitian Creole
Native or Bilingual
Spanish
Full Professional
French
Professional Working
Timeline
Sales Associate / Corporate Trainer
Miami Business Center
01.2024 - Current
Survey Interviewer
Ironwood
12.2022 - 01.2024
Scheduling and Customer Service Agent / QA Analyst
Contact Center Dominicana
05.2016 - 08.2022
Sales Agent
Great VirtualWorks
01.2016 - 05.2016
Collections Agent
Call Center Pros
08.2015 - 12.2015
Technical Support Representative/ Service Tracking
Alorica
06.2011 - 05.2015
Hotel Front Desk Agent
Hard Rock Hotel Punta Cana
01.2011 - 04.2011
Sales Manager
GTECH
01.2009 - 10.2010
Data Entry Volunteer
ONA
01.2008 - 07.2008
Some College (No Degree) - Health Sciences
University of The People
Some College (No Degree) - Data Entry / Accounting
CAINFO
High School Diploma -
College Adventiste Vertieres