Makeda Sinclair
Plantation,FL
Summary
Proven leader in customer advocacy with a track record of enhancing team performance and customer satisfaction at Innovative Partners. Skilled in adaptability and performance monitoring, I excel in high-stress situations, resolving conflicts with empathy, and driving repeat business. Achieved significant improvements in client retention and satisfaction, leveraging attention to detail and time management. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
8
8
years of professional experience
Work History
Customer Advocacy Team Lead
Innovative Partners
01.2022 - Current
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative - Quality Assuranc
Great HealthWorks
12.2019 - 11.2021
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Night Auditor
Home 2 Suite Hotel
12.2018 - 01.2020
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Ensured compliance with all safety regulations by conducting regular audits of emergency procedures and equipment maintenance schedules.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
Customer Service Representative
Sitel
06.2016 - 11.2018
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Associate Degree In Nursing - Diagnostic Medical Sonography
Broward College
Davie, FLSkills
- Adaptability
- Attention to detail
- Performance monitoring
- Time management
Timeline
Customer Advocacy Team Lead
Innovative Partners
01.2022 - Current
Customer Service Representative - Quality Assuranc
Great HealthWorks
12.2019 - 11.2021
Night Auditor
Home 2 Suite Hotel
12.2018 - 01.2020
Customer Service Representative
Sitel
06.2016 - 11.2018
Associate Degree In Nursing - Diagnostic Medical Sonography
Broward College