Petrina D Smallhorn
Myrtle Beach,United States
Summary
Detail-oriented and customer-focused professional with 11+ years of experience in customer relations, data management, and conflict resolution. Proven expertise in documentation, verification, and maintaining high standards of accuracy. Adept at analyzing data to identify trends, streamline processes, and improve efficiency. Committed to fostering collaboration and ensuring compliance with organizational policies.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Remote)
American Freight
12.2023 - 11.2024
- Resolved customer issues, enhancing satisfaction and reducing wait times
- Exceeded sales targets through effective upselling, boosting revenue
- Implemented solutions decreasing repeat complaints, improving efficiency
- Documented interactions, offering insights for strategic decisions
- Recognized for top performance in retention and loyalty programs
- Streamlined customer service processes, reducing wait times and enhancing satisfaction rates
- Consistently surpassed sales targets through effective upselling techniques
- Meticulously documented customer interactions, identifying trends that informed strategic decision-making and product enhancements
- Recognized for top performance in retention
Guest Service Associate
Crown Reef Resort & Waterpark
09.2021 - 11.2023
- Welcomed guests with warmth, efficiently managed check-ins, and resolved inquiries, enhancing overall satisfaction at Crown Reef Resort & Waterpark
- Maintained data security and confidentiality, interacting with guests diplomatically to safeguard personal information shared at check-in and check-out
- Applied problem-solving skills to resolve guest Issues
- Utilized analytical skills to optimize guest experience
- Optimized daily plans based on master schedule of arrivals and departure
- Enhanced team collaboration to improve service delivery
- Answered phones, recorded messages, and transferred calls to designated stuff
- Responded & forwarded calls and emails to appropriate department
Administrative Assistant
Jamaica Urban Transit Company
05.2016 - 09.2020
- Provided administrative support to multiple managers, prioritizing tasks effectively
- Trained new hires on office procedures, contributing to team growth
- Coordinated with multiple departments to organize company-wide events
- Fostered team spirit and improved inter-departmental communication
- Increased productivity using innovative tools
- Ensured meticulous record-keeping for high data integrity
- Adopted advanced tech for data management transformation
- Participated in sales and marketing meetings to brainstorm ideas and discuss current marketing campaigns
- Took direct dictation, read notes or listened to recordings and transcribe information
- Boosted team productivity by effectively managing workflow schedules
Customer Service Representative- Live Chat & Phone
Xerox ACS (Amazon.com)
11.2012 - 03.2016
- Managed high-volume customer inquiries via chat and phone for Amazon.com, resolving issues efficiently and maintaining exceptional satisfaction rates
- Provided empathetic support to diverse clientele, addressing concerns and offering tailored solutions to enhance customer experience
- Trouble shooting Amazon products (Kindles, fire-stick and other devices)
- Demonstrated detail-focused approach in resolving customer issues
- Implemented new strategies for improving customer service
- Achieved high customer satisfaction scores
- Analyzed customer feedback to develop strategies that address service gaps
- Guided team in adopting customer-centric service tactics
Education
Bachelor in Management Studies (Degree in-complete) - undefined
Northern Caribbean University (NCU)
Kingston05.2019
Advanced Proficiency Diploma - undefined
Camperdown High School
Kingston05.2012
High School Diploma - undefined
Merl Grove High School for Girls
Kingston05.2010
Skills
- Data Verification & Management
- Excellent Interpersonal and Written Communication Skills
- Proficient in Microsoft Office Suite & Advanced Technology Adoption
- Administrative Support & Record-Keeping Critical Thinking & Problem-Solving
- Time Management & Workflow Optimization
- Team Collaboration & Training
- Empathy and Customer-Centric Service
- Advanced Tech Adoption
- Customer-Centric Tactics
- Excellent interpersonal and written communication skills
- Microsoft Suite
- Ability to work remotely
Certification
- Customer Service Management at Heart Trust NTA JUN2017 – DEC2017
- Supervisory Management at Heart Trust NTA JAN2018 – SEP2018
References
Available upon request
Timeline
Customer Service Representative (Remote)
American Freight
12.2023 - 11.2024
Guest Service Associate
Crown Reef Resort & Waterpark
09.2021 - 11.2023
Administrative Assistant
Jamaica Urban Transit Company
05.2016 - 09.2020
Customer Service Representative- Live Chat & Phone
Xerox ACS (Amazon.com)
11.2012 - 03.2016
Bachelor in Management Studies (Degree in-complete) - undefined
Northern Caribbean University (NCU)
Advanced Proficiency Diploma - undefined
Camperdown High School
High School Diploma - undefined
Merl Grove High School for Girls
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