Shellanda Johnson Francis
Ewing,NJ
Summary
Dynamic Customer Service Representative with a proven track record at Clarendon Municipal Corporation, adept at conflict resolution and enhancing customer satisfaction. Skilled in data entry and active listening, I successfully resolved disputes, fostering loyalty and retention. Recognized for mentoring new hires and leading initiatives that improved service delivery and client engagement.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Clarendon Municipal Corporation
Clarendon, JA
08.2014 - 03.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Education
Bachelor Of Applied Arts - Customs & Immigration
Caribbean Maritime University
Kingston Jamaica11.2019
Skills
- Data entry
- Customer service
- Active listening
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Call center operations
- Microsoft PowerPoint
- Data collection
- Clerical support
- Recordkeeping strengths
Timeline
Customer Service Representative
Clarendon Municipal Corporation
08.2014 - 03.2024
Bachelor Of Applied Arts - Customs & Immigration
Caribbean Maritime University