Alina Hector
Warner
Summary
With over 17 years of experience in customer support and administrative assistance, I am a dedicated and highly organized Customer Service Representative skilled at handling customer inquiries, resolving issues efficiently, and providing exceptional service. Known for maintaining professionalism in high-pressure situations, I excel in problem solving and communication. My proficiency in CRM software, Google Suite, Microsoft Office, and CIS Software enables me to optimize customer interactions, ensuring satisfaction and improving service efficiency. I am passionate about delivering outstanding customer service and building lasting relationships with clients.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Dominica Electricity Services Limited
02.2008 - Current
- Managed customer inquiries via email, phone, and chat, providing quick and accurate responses
- Resolved issues and complaints by implementing solutions while maintaining company policies and ensuring customer satisfaction
- Utilized CRM software to log customer interactions and track case progress, improving efficiency and reducing response times by 15%
- Coordinated between different departments to ensure smooth service delivery and customer satisfaction
- Contributed to improved customer service quality by maintaining clear communication and ensuring customer concerns were addressed in a timely manner
- Strengthened customer relationships, ensuring repeat business and a positive reputation for the company
- Trained new customer service representatives in company policies, CRM software, and best practices for effective customer communication
Customer Service
J E Nassief Company Limited
01.2004 - 02.2008
- Ensured customer satisfaction by addressing complaints and inquiries related to products and services, resolving issues in a timely and professional manner
- Conducted follow-up calls and emails to check on customer satisfaction and ensure continued contentment with their purchases
- Promoted additional products and services to customers based on their needs, enhancing their experience and increasing sales opportunities
- Utilized effective problem-solving techniques to determine the quickest and most efficient way to respond to customer questions and concerns
- Escalated complex issues or unresolved queries to higher-level support when necessary, ensuring swift resolutions
- Troubleshot common product and service issues, providing customers with clear, actionable solutions
Education
Bachelor of Arts (BA) - Marketing
University of the West Indies
01.2027
Associate’s degree - Business
Dominica State College
01.2006
Skills
- Customer Support: Handling inquiries, processing orders, managing customer complaints
- Communication: Clear, effective communication with clients via phone, email, and chat
- Problem-Solving: Resolving customer issues efficiently while maintaining satisfaction
- Software Proficiency: CRM tools, Google Suite, Microsoft Office, CIS Software
- Attention to Detail: Maintaining accurate records and ensuring error-free transactions
- Multitasking: Managing multiple customer inquiries and tasks simultaneously
- Time Management: Efficiently handling high-volume customer interactions while prioritizing critical issues
Certification
- Customer Service Essentials Certificate
- Customer Management Certificate
- Social Media Management Certificate
- Time Management Certificate
- Tips for Writing Business Emails
- Social Media Marketing
Timeline
Customer Service Representative
Dominica Electricity Services Limited
02.2008 - Current
Customer Service
J E Nassief Company Limited
01.2004 - 02.2008
Associate’s degree - Business
Dominica State College
Bachelor of Arts (BA) - Marketing
University of the West Indies
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