Suleyka Samaroo
Ocoee
Summary
To create a daily impact that reflects the company's philosophy of customer satisfaction through working in harmony with my peers, educating each client, overcoming any challenges, and effectively balancing multiple goals while keeping an optimistic attitude.
Overview
4
4
years of professional experience
Work History
Customer Service Representative IV- Team Lead
Conduent
07.2023 - Current
- Manage and oversee agents and daily tasks
- Providing accurate information to the customers and agents
- Mentoring and motivating team members
- Assist on escalated situations
- Educating and explaining company policies
- Showing empathy and being understanding towards others
- Performing and completing duties in a timely matter
- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution
- Leading team members to success.
Customer Service Representative II- Webchat
Conduent
02.2023 - 07.2023
- Resolves customer complaints or issues
- Updating and assisting with making payments, refunds, and disputes
- Providing accurate and timely responses to customers' inquiries
- Performing data entry on customers' accounts.
Customer Service Representative I
Conduent
02.2022 - 02.2023
- Aided new employees through inbound and outbound call training and best practices
- Assisting with payments and refunds confirmations/disputes
- Educated customers on product knowledge and benefits offered by SunPass
- Maintained up-to-date knowledge of current customer account types
- Making inbound and outbound calls to customers regarding their account status/questions.
Customer Care Representative
Hilton Grand Vacations
02.2020 - 10.2020
- Answering questions about hotel property and benefits
- Assisted in booking tour packages sold
- Handling customer cancellations due to emergencies
- Resell packages that clients cancelled.
Education
High School Diploma -
Acceleration High School
Orlando, FL05.2018
Skills
- Call Management
- Data Entry
- Account Updating
- Product Knowledge
- Call Center Operations
- Documentation
- Team Development
- Complaint Resolution
- Team Leadership
- Problem Solving
Timeline
Customer Service Representative IV- Team Lead
Conduent
07.2023 - Current
Customer Service Representative II- Webchat
Conduent
02.2023 - 07.2023
Customer Service Representative I
Conduent
02.2022 - 02.2023
Customer Care Representative
Hilton Grand Vacations
02.2020 - 10.2020
High School Diploma -
Acceleration High School
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