Shelley Marietta Parboodial

• Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Mentored junior team members, contributing to their professional development and overall team success.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
• Investigated and resolved customer inquiries and complaints quickly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Schedules personnel, materials, sub-contractors and equipment based on project needs, skill sets, and availability. Coordinates service resources.

• Generates Work Order Documents, dispatches technicians, and notifies customers.

• Responsible for customer interaction/satisfaction. Interacts and communicates with Service Supervisors to assign/dispatch HVAC Technicians. Filing of customer invoices and contracts for assigned customers. Enter and maintain service technician labor hours, Issues purchase orders to vendors and internal staff. Responsible for PO receipt collection, PO data entry, reconciliation, job costing and PO filing.

• Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests

• Schedules and follows up with customers regarding technician scheduling. • Logs service start-up and service work requirements in job tracking system. • Reviews project paperwork, complete calls, and forwards project paperwork to Project Administrators.
Responsible for job costing all labor and material and applying them to the correct job on a daily basis to ensure the correct profitability for each job.

• Completed bi-weekly payroll for 20 employees.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Managed inventory levels to minimize stockouts while reducing overhead costs.

• Served high customer volumes during special events, nights, and weekends.
• Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
• Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.