Sashanique Facey
Summary
Dynamic professional with a proven track record at IBEX Global, enhancing customer satisfaction and team productivity through innovative training programs and effective complaint handling. Skilled in workforce planning and fostering strong client relationships, demonstrated by resolving complex issues and driving loyalty. Achieves exceptional service standards, leveraging both empathy and strategic social media monitoring.
Offering positive attitude and strong desire to learn and grow in customer service environment. Brings ability to quickly grasp industry standards and implement effective communication and conflict resolution techniques. Ready to use and develop customer interaction and management skills in Management Trainee role.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Wilderness Resort Hotel
08.2023 - 11.2024
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Customer Service Representative Manager
IBEX Global
07.2021 - 08.2022
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Championed company values by modeling exceptional customer service skills both internally and externally.
- Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
Customer Service Representative
IBEX Global
07.2019 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Arts - Education
GC Foster College
Jamaica05-2021
Skills
- Workforce planning
- Complaint handling
- Customer satisfaction measurement
- Live chat support
- Key performance indicators
- Innovation skills
- Email management
- Social media monitoring
- Inbound and outbound calls
Certification
- CPR/AED Certification
- Basic Life Support Certification (BLS)
Languages
English
Full Professional
Timeline
Front Desk Receptionist
Wilderness Resort Hotel
08.2023 - 11.2024
Customer Service Representative Manager
IBEX Global
07.2021 - 08.2022
Customer Service Representative
IBEX Global
07.2019 - 07.2021
- CPR/AED Certification
- Basic Life Support Certification (BLS)
Bachelor of Arts - Education
GC Foster College
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