WIDELINE JUSMA
Summary
Reliable Mail Carrier committed to building positive customer relationships and quickly delivering mail. Well-versed in industry best practices and postal delivery guidelines and protocols. Offering 10years of carrier experience on high-volume routes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative Travel Agent Hybrid
Generali Global Assistance
03.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
Customer Service Representative (Remote)
Nationsbenefits
10.2022 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed customer service policies and procedures to meet and exceed industry service standards.
CITY MAIL CARRIER
United States Post Office
11.2015 - 09.2022
- Used portable devices to maintain system records by scanning items delivered to homes and businesses
- Directly interacted with customers to deliver mail, packages and ordered goods
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs
- Loaded and secured items in trucks to avoid damage to parcels during delivery
- Distributed mail on foot to residences and businesses, delivering to approximately 300 customers per shift.
- Worked effectively in fast-paced environments.
HOTEL FRONT DESK SUPERVISOR
The Richmond Hotel
01.2011 - 12.2015
- Welcomed each new arrival pleasantly and confirmed reservations and identification
- Collected room deposits, fees and payments
- Resolved service-related problems and documented actions in system
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Prepared weekly employee work schedules for team members
- Confirmed relevant guest information and payment methods to prevent fraud
- Informed guests of hotel security features and offered details regarding fire and emergency procedures
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Hired and trained new employees, demonstrating best methods for serving clients and guests
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours
- Supervised team of 5 or more front desk agents and helped to resolve issues arising during shifts.
Education
Completion of Certified Medical Assisting And Billing Coding -
ATI Career Training Center
Miami, FL09.2009
High School Diploma -
Miami Springs Senior High School Adult
Miami Springs, FL06.2004
Skills
- Address management system
- Route Navigation
- Delivery records
- Local area route knowledge
- Mail-sorting and delivery sequence
- Registered mail protocols
- Teamwork and Collaboration
- Data Entry
- Organization and Time Management
- Interpersonal Communication
- Good Telephone Etiquette
- Administrative and Office Support
- Microsoft Exchange
- Microsoft Office Suite
Certification
- ACE - Adobe Certified Expert, Photoshop
- MCAS - Microsoft Certified Application Specialist
Timeline
Customer Service Representative Travel Agent Hybrid
Generali Global Assistance
03.2024 - Current
Customer Service Representative (Remote)
Nationsbenefits
10.2022 - 03.2024
CITY MAIL CARRIER
United States Post Office
11.2015 - 09.2022
HOTEL FRONT DESK SUPERVISOR
The Richmond Hotel
01.2011 - 12.2015
Completion of Certified Medical Assisting And Billing Coding -
ATI Career Training Center
High School Diploma -
Miami Springs Senior High School Adult
Similar Profiles
Ashley DoissaintAshley Doissaint
Claims Representative at Generali Global AssistanceClaims Representative at Generali Global Assistance
Suzie DieudonneSuzie Dieudonne
Customer Service Representative at Generali Global AssistanceCustomer Service Representative at Generali Global Assistance
Cortney LoveCortney Love
Travel Insurance Agent at Generali Global AssistanceTravel Insurance Agent at Generali Global Assistance