Roberta Bourne
Queens
Summary
Eager to learn new skills, improve performance, and contribute positively to organizational goals.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
ShipIt Now Courier Sevices
Queens, NY
- Assisted customers with inquiries and product information, ensuring exceptional service delivery.
- Resolved customer complaints effectively, enhancing satisfaction and loyalty.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized computer systems to track incoming packages, ensuring proper routing and distribution.
- Provided real-time customer support via chat, resolving inquiries and issues efficiently.
Lead Teacher
Red Door Learning Centers
Hempstead, NY
08.2022 - Current
- Designed and implemented engaging curriculum aligned with developmental milestones.
- Mentored teaching staff to enhance instructional strategies and classroom management techniques.
- Assessed student progress through observation, documentation, and feedback mechanisms.
- Collaborated with parents to support children's learning and address developmental concerns.
Administrative Assistant
Solar Dynamics Limited
Bridgetown, Barbados
01.2021 - 05.2022
- Scheduled meetings and coordinated appointments for management
- Drafted documents, reports and memos
- Organized and sorted incoming and outgoing mail
- Recorded and transcribed meeting minutes
- Screened applications and scheduled new hire interviews
- Filed employee documents
- Responded to client calls and emails
- Coordinated travel assignments by booking airfare and hotel transportation for management
- Prepared weekly employee shift schedules
- Organized employee quarterly celebrations
- Recorded incoming office supplies
Customer Service Representative
Solar Dynamics Limited
Bridgetown, Barbados
05.2020 - 01.2021
- Switchboard operation handling
- Answered a high volume of inbound calls, responded to emails and spoke with customer's face to face on products and services
- Liaison with technicians on a daily basis to provide information on a customer's job status or work order
- Scheduled job orders for technicians
- Handled customer complaints
- Negotiated with customers to collect past due amounts on delinquent accounts
- Processed a range of documentation and entered information using QuickBooks, Microsoft Word & Excel
- Handled large amounts of money from daily collections
Quality Assurance Analyst
MarketOne International
Bridgetown, Barbados
05.2014 - 03.2020
- Actively listen to recorded calls from agents to ensure information was correctly documented on the written sales lead report
- Checked for spelling and grammatical errors on the reports to ensure it met the company's writing standard
- Coached and trained new calling agents on the company's marketing and quality assurance standards
- Silent monitor agents to ensure the company's call quality standards were met
- Scored and provided feedback to agents on the quality of their calls
Telemarketing Agent
MarketOne International
Bridgetown, Barbados
02.2011 - 05.2014
- Handled 120+ outbound/inbound calls from USA clients
- Updated company databases, inputting customer and supplier contact information
- Validated data to ensure correct entry and accuracy at 30 wpm
- Cold calling to market products for clients such as SAP, Snagajob and Lenovo
- Event recruitment cold calling
- Developed a calling list for clients such as SAP, Microsoft and Salesforce.com
- Validated and cleanse employee marketing data before updating in Microsoft Access
Collections Agent
GC Services - Toyota/Lexus Financial Services
Bridgetown, Barbados
08.2009 - 01.2011
- Worked in a call center environment handling manual and automatically dialed outbound/inbound calls for clients based in the USA.
- Negotiated with customers to settle past due payments on accounts
- Processed customer car payments using a Western Union portal
- Trained new collection agents on the company's processes
- Processed customer car title deeds
Education
High School Diploma -
St. James Secondary School
Bridgetown, Barbados06-2006
Skills
- Attention to Detail
- Live chat support
- Computer Skills
- Works well under pressure
- Research Skills
- Data entry & collection
Timeline
Lead Teacher
Red Door Learning Centers
08.2022 - Current
Administrative Assistant
Solar Dynamics Limited
01.2021 - 05.2022
Customer Service Representative
Solar Dynamics Limited
05.2020 - 01.2021
Quality Assurance Analyst
MarketOne International
05.2014 - 03.2020
Telemarketing Agent
MarketOne International
02.2011 - 05.2014
Collections Agent
GC Services - Toyota/Lexus Financial Services
08.2009 - 01.2011
Customer Service Representative
ShipIt Now Courier Sevices
High School Diploma -
St. James Secondary School