SOPHIA MCPHERSON
Miami Gardens
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
my excellent written and verbal communication skills is a plus when persuading customers\clients, this allows for company and personal growth,
my twenty four years teaching experience gives me the edge in knowing exactly how to handle people with diverse ways of thinking ...
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Calder Casino
01.2019 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Education
Bachelor of Arts - Bachelor in Education - English Language
Church Teachers College
Jamaica07.2011
Skills
excellent written and verbal communication, customer service, computer skills, problem solving, marketing, critical thinking, team building, supervisory, planning, implementing
- Data Entry
my hobbies include making new connections, writing, public speaking...
during my teaching years i was called upon to write graduation speeches, such as Valedictory, introductions, vote of thanks among others...
Timeline
Customer Service Representative
Calder Casino
01.2019 - Current
Bachelor of Arts - Bachelor in Education - English Language
Church Teachers College
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