Nerlande Sanon
Quincy,MA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.Client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
12
12
years of professional experience
Work History
Customer service representative, Quality assurance, Dispatching
Transdev
Medford, MA
01.2019 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Mentored new employees on procedures and policies to maximize team performance.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered inbound calls, chats and emails to facilitate customer service.
Grocery supervisor
Good Health natural foods
Quincy, MA
01.2018 - 01.2019
- Managed inventory and supply levels to ensure sufficient stock for peak hours.
- Maintained accurate records of all deliveries, sales and orders.
- Supervised cashiers in the checkout process ensuring accuracy and efficiency.
- Trained new staff on store policies and procedures.
- Provided exceptional customer service by responding to inquiries and resolving complaints in a timely manner.
- Ensured that shelves were properly stocked with merchandise according to established guidelines.
- Analyzed daily sales reports to identify areas of improvement or potential business opportunities.
- Assisted customers in locating items within the store when requested.
- Monitored cashier performance, providing feedback and coaching as needed.
Customer service, Team Trainer, Shift Leader, Health Eating specialist
Whole Foods Market
Brookline
01.2013 - 01.2018
- Developed and implemented specialized procedures for customer service operations.
- Generated reports to track performance metrics of team members.
- Researched and analyzed customer feedback to identify areas of improvement.
- Coordinated with other departments to ensure efficient workflow processes.
- Created training materials for new hires on the company's procedures and policies.
- Conducted regular meetings with staff to review progress and address any concerns.
- Exercised versatility in fast-paced, agile work environments.
- Leveraged specialized knowledge to act as subject matter expert within organization.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Identified needs of customers promptly and efficiently.
- Assessed company operations for compliance with safety standards.
Education
Exercise science - Computer Science :cyber Security
Quincy College
Quincy, MA05-2025
Diploma -
Hyde Park High School
Skills
- Detail-oriented
- Adaptability
- Customer service
- Team leadership
- Microsoft Office
- Excel
- PowerPoint
- Bilingual (French)
- Bilingual (Haitian Creole)
- Product Knowledge
- Appointment Scheduling
- Inbound and Outbound Calling
- Credit card payment processing
- Complaint resolution
- Paperwork Processing
- Route Management
- Travel Planning
- Delivery Scheduling
- High-energy attitude
- Staff Training
- Problem Resolution
- Building rapport
Languages
French
Professional
haitian creole
Professional
English
Professional
Timeline
Customer service representative, Quality assurance, Dispatching
Transdev
01.2019 - Current
Grocery supervisor
Good Health natural foods
01.2018 - 01.2019
Customer service, Team Trainer, Shift Leader, Health Eating specialist
Whole Foods Market
01.2013 - 01.2018
Exercise science - Computer Science :cyber Security
Quincy College
Diploma -
Hyde Park High School
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