Alina Hector
Warner,Dominica
Summary
Customer Service and Administrative Support Specialist with over 17 years of experience delivering high-quality customer service in utility and retail environments. Proven ability to manage customer inquiries, resolve complex issues, and provide support through email, phone, and live chat. Adept at using CRM tools, Microsoft Office, and CIS software to streamline operations, improve response times, and increase customer satisfaction. Highly organized, detail-oriented, and committed to providing excellent service.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Dominica Electricity Services Ltd.
02.2008 - Current
- Respond to customer inquiries via phone, email, and chat, ensuring timely and effective resolutions
- Create and manage new customer accounts in internal systems, supporting accurate billing and service setup
- Assist customers with credit card payment issues, ensuring prompt reconciliation and account accuracy
- Log and track customer interactions using CRM software, improving response time by 15%
- Collaborate with internal departments to coordinate service delivery and resolve escalated concerns
- Train and mentor new team members on tools, processes, and customer interaction standards
Customer Service Associate
J.E. Nassief Company Ltd.
01.2004 - 02.2008
- Handled inquiries and complaints regarding products and services, ensuring customer satisfaction
- Conducted follow-ups to evaluate customer experience and encourage repeat business
- Upsold relevant services and products to increase customer value and satisfaction
- Collaborated with internal teams to resolve complex issues and ensure smooth customer experiences
Education
Bachelor of Arts (BA) - Marketing
University of the West Indies
12.2027
Associate Degree - Business Administration
Dominica State College
12.2006
Skills
- Customer Support (Phone, Email, Live Chat)
- CRM Systems (Zendesk, Freshdesk, HubSpot, CIS)
- Conflict Resolution & Customer Retention
- Data Entry & Account Management
- Administrative Assistance & File Management
- Calendar & Inbox Management
- Microsoft Office & Google Suite
- Time Management & Multitasking
- Social Media Scheduling & Basic Content Support
- CRM Tools: Zendesk, Freshdesk, HubSpot, CIS
Certification
- Customer Service Essentials - Great Learning Academy
- Customer Management - Great Learning (03/01/25)
- Social Media Management
- Time Management
- Business Email Writing
- Social Media Marketing
Timeline
Customer Service Representative
Dominica Electricity Services Ltd.
02.2008 - Current
Customer Service Associate
J.E. Nassief Company Ltd.
01.2004 - 02.2008
Bachelor of Arts (BA) - Marketing
University of the West Indies
Associate Degree - Business Administration
Dominica State College
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