Thermilande Berlus
Ocoee,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and mastering new skills.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Benefit Services Of America
08.2022 - Current
- Drafted reports summarizing audit results while highlighting any irregularities or inconsistencies found during process.
- Provided assistance to customers.
- Maintained high level of professionalism while interacting with customers via phone or email.
- Performed data entry and maintained accurate records of member enrollment information.
- Served customer account and technical needs across 20+ daily calls, consistently meeting productivity and quality targets.
Retention/Sales Specialists
Spectrum
06.2020 - 08.2022
- Trained and mentored new sales representatives.
- Received numerous calls daily to retained long-term contracts and sell customers promotions. Upsold customers to buy products.
- Answered 15+ calls per hour, exceeding target rate by 15%. Resolved customer disputes in timely fashion by leveraging product knowledge.
- Achieved 97% customer satisfaction rating for continuously providing excellent customer service.
- Resolved customer disputes in timely fashion by leveraging product knowledge.
Supervisor/Customer Services
Walt Disney World Resort
05.2011 - 06.2020
- Trained all new employees/cast members to make sure their understood their role.
- Solved copious number of daily problems for customers.
- Assigned all cast members/employees to their location, and daily task.
- Devised, deployed and motored processes to boost long-term business success and increase profit levels.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
Education
Associate of Arts - Psychology
06.2014
Skills
- Data Entry
- Time Management
- Typing (45 WPM)
- Communication
- Troubleshooting
- Data Research
- Problem Solving
- Critical Thinking
- Emotional Intelligence
- Oral Presentation
- Adaptability
- Active Listening
Languages
French
Elementary
Haitian Creole
Native or Bilingual
Timeline
Customer Support Specialist - Benefit Services Of America
08.2022 - Current
Retention/Sales Specialists - Spectrum
06.2020 - 08.2022
Supervisor/Customer Services - Walt Disney World Resort
05.2011 - 06.2020
Seminole State College - Associate of Arts, Psychology
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