Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Personal Information
Timeline
Generic

Roseleina Pacouloute

Summary

To work in a customer service/sales position. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Rep

CCS
06.2022 - 10.2023
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
  • Maintained high level of customer service through friendly and polite demeanor.
  • Relayed and transcribed written and verbal messages to personnel.
  • Operated telephone operating system and documented calls in Novus-med.

Claims Representative

Alacrity Solutions
02.2021 - 06.2022
  • Submitting home claims for property damages only, dispatching to a contractor in their area to complete repairs.
  • Collaborated with internal departments and external vendors to achieve fast resolution of claims.
  • Maintained accurate and up-to-date records of claim information for future reference.
  • I received claims through email, phone, and directly from the adjusters.
  • Analyzed and addressed escalated claims to resolve issues quickly.
  • Followed up with customers on unresolved issues.

Customer Service/Sales

Alta Resources
08.2014 - 03.2022
  • Answering inbound calls taking customers basic information, then transferring to a license agent.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • outbound calls to customers wanting more information on health insurance.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Retail Sales Associate

Justice Tween Brands
07.2014 - 08.2014
  • Greeted customers and helped with product questions, selections, and purchases.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.

Sales Associate/Customer Service

Levis
12.2012 - 01.2013
  • Worked fitting rooms
  • Sorted and organized merchandise
  • Accomplished good sales associate skills.

Education

Associate in Arts (AA) -

Florida Southern College
11.2024

High School Diploma -

East Lee County High School
Lehigh Acres, FL
05.2014

Skills

  • Microsoft certified
  • Cold Calling
  • Home Care
  • Medical Scheduling
  • Computer Skills
  • Data Entry
  • Appointment Scheduling
  • Scheduling
  • Data Collection
  • Product Knowledge
  • Prioritization
  • Customer Relationship Management (CRM)

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Certification

Microsoft certified, 09/01/11, Present

Languages

Haitian Creole

Personal Information

Relocation: Anywhere

Timeline

Customer Service Rep

CCS
06.2022 - 10.2023

Claims Representative

Alacrity Solutions
02.2021 - 06.2022

Customer Service/Sales

Alta Resources
08.2014 - 03.2022

Retail Sales Associate

Justice Tween Brands
07.2014 - 08.2014

Sales Associate/Customer Service

Levis
12.2012 - 01.2013

Associate in Arts (AA) -

Florida Southern College

High School Diploma -

East Lee County High School

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Roseleina Pacouloute