Stephanie Davis-Peters
Bronx,NY
Summary
Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
National Land Agency
Kingston , Jamaica
07.2014 - 12.2022
- Dealing with requests of walk-ins, telephone, internal, letters and online customers
- Organising internal and external clients on how to complete relevant documentation
- Pre-assessing documents in order to ensure compliance with procedures and legal requirements for Land Titling and Land Valuation
- Providing assistance with the maintenance of the Value Book/Valuation Roll
- Acting as a liaison between customers and three (3) Divisions/Branches.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Recruited qualified personnel when needed for open positions within the department.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Implemented programs designed to increase employee engagement within the team.
- Assisted in developing training materials for new hires as well as existing employees.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Acting Corporate Planning Analyst
National Land Agency
06.2018 - 12.2018
- Receive Divisional work plan reports; collate information in spread sheet for analysis and review
- Review of the SWOT analysis and Strategic Issues
- Investigates current performance trend to identify recurrent issues relating to performance as directed
- Conduct performance comparison of data on a quarterly and yearly basis
- Assist in monitoring projects and implement decisions taken in respect of the agency's policy
- Review, analyses and interpret new regulations in areas related to the agency.
Customer Service Agent Team Leader
Xerox Company
10.2013 - 06.2014
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Determines eligibility by comparing client information to requirement
- Establishes policies by entering client information; confirming pricing
- Informs clients by explaining procedures; answering questions; providing information
- Maintain communication equipment by reporting problems.
Education
Master of Science - Human Resources Development
University of The West Indies Mona
Kingston , Jamaica 09-2019
Bachelor of Science - Human Resources Management
University College of The Caribbean
Kingston , Jamaica 09-2011
Skills
- Interpersonal and Multitasking skills
- Excellent oral and written communication skills
- Human Relations Management skills
- Adept in Microsoft Office Suit
- Knowledge of HR policies
- Administrative support
- Maintaining files
- Self-motivated
- Training Development aptitude
- Detail-oriented
- Able to deal with highly confidential matters
- Team Development
- Complaint resolution
- Issue Resolution
- Problem-Solving
- Call Center Operations
Affiliations
- United Church in Jamaica and the Cayman Island North East Regional Mission Council- Secretary
- United Church in Jamaica and the Cayman Island Young Adults Actions Movement- Secretary
Professionalreferences
- Upon requesting
Academiccertifications
- ICreate Institute at University College of the Caribbean, 2020, Social Media Customer Service
- University Of The West Indies, Mona, 2019, Master of Science, Human Resource Development
- University Of West Indies, Open Campus, 2015, Supervisory Management
- University College Of The Caribbean, 2011, Bachelor of Science, Human Resource Management
References
Upon Requesting
Timeline
Acting Corporate Planning Analyst
National Land Agency
06.2018 - 12.2018
Customer Service Supervisor
National Land Agency
07.2014 - 12.2022
Customer Service Agent Team Leader
Xerox Company
10.2013 - 06.2014
Master of Science - Human Resources Development
University of The West Indies Mona
Bachelor of Science - Human Resources Management
University College of The Caribbean
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