Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

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)
Kingston
05.2019

Advanced Proficiency Diploma - undefined

Camperdown High School
Kingston
05.2012

High School Diploma - undefined

Merl Grove High School for Girls
Kingston
05.2010

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
Petrina D Smallhorn