Tinisa Berkeley
Winter Park,FL
Summary
Dynamic Senior Customer Service Manager with proven expertise at Sovereign World Vacations LLC in enhancing team efficiency and elevating service quality. Skilled in complaint handling and database management and data entry, I have successfully mentored staff, improved response times, and maintained strong client relationships, ensuring exceptional customer satisfaction and loyalty.
Professional with proven track record in customer service management. Skilled in team collaboration, conflict resolution, and relationship building. Strong focus on achieving results and adapting to changing needs. Exceptional communication, leadership, and problem-solving abilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager/Data Entry Manager
Royaty International Services LLC
09.2020 - Current
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Developed and maintained strong relationships with key clients, ensuring long-term business partnerships.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
- Working with high net worth clients to secure their bookings,reservations, and flights.
- Effectively and accurately submitting customers data into different databases.
- Placed and canceled average of 100 orders from customers, distributors and agents per month.
Senior Customer Service Manager/Booking Agent
Sovereign World Vacations LLC
08.2018 - 08.2020
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Managed high-volume call center operations, maintaining service quality standards across the team.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
- Expertly managed escalated issues through effective communication strategies leading to swift resolutions.
- Placed and canceled average of 100 orders from customers, distributors and agents per month.
- Maintained customer account information database by canceling and updating customer accounts.
Data Entry Specialist/Sales Agent Manager
Boss International LLC
06.2017 - 08.2018
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
- Mentored new Sales Agents, providing guidance and support to help them reach their full potential.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
Education
Associate of Science - Health Information Technology
State College of Florida
Bradenton, FL01-2027
High School Diploma -
East Ridge High School
Clermont, FL05-2019
Skills
- Complaint handling
- Call center management
- Sales support
- Service quality assurance
- Database management
- Time management
- Attention to detail
- Multitasking Abilities
- Computer skills
- Work Planning and Prioritization
- Scheduling and coordinating
- MS office
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 30 staff members.
- Resolved product issue through consumer testing.
Certification
- CPC Certification, 2024-2026
- TEFL Certification 2020
Timeline
Senior Customer Service Manager/Data Entry Manager
Royaty International Services LLC
09.2020 - Current
Senior Customer Service Manager/Booking Agent
Sovereign World Vacations LLC
08.2018 - 08.2020
Data Entry Specialist/Sales Agent Manager
Boss International LLC
06.2017 - 08.2018
Associate of Science - Health Information Technology
State College of Florida
High School Diploma -
East Ridge High School
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