SHERLIN HECTOR
Portsmouth
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Clear Harbor
09.2023 - 03.2024
- Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to quickly resolve customer complaints in a professional manner.
- Developed strong communication skills while interacting with customers from diverse backgrounds.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Provided product knowledge to customers while answering questions and addressing concerns.
- Built trust by understanding the unique needs of customers and resolving those needs effectively and efficiently.
- Provided account information to customers and explained bill service policies and customer rights.
- Built relationships with clients through friendly and polite telephone conversations.
- Followed up with customers after purchases or services were completed to ensure their expectations were met.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Ensured compliance with applicable laws, regulations, policies, procedures, and ethical standards when handling sensitive information.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
Personal Assistant
Austin's Electrical Services & Solutions Roseau
02.2020 - 03.2022
- Answered calls and emails from clients and delivered messages on behalf of executives.
- Answered phone calls, emails and responded promptly to inquiries from customers and vendors.
- Managed high priority and confidential information.
- Coordinated office activities to ensure efficient workflow of daily operations.
- Performed data entry into various databases ensuring accuracy of information entered
- Demonstrated composure and flexibility in stressful situations and regardless of competing priorities.
- Provided administrative support to senior executives, including scheduling and coordinating meetings, preparing agendas, taking minutes, and managing correspondence.
- Created invoices and receipts for clients in accordance with company policies and procedures.
- Developed filing systems for client and internal documents.
- Greeted visitors upon arrival at reception area providing assistance as required.
- Served as first point of contact for company leaders and clients.
Education
Associates Degree - Pyschology
Dominica Stare College
07.2024
High school diploma - Business
Arthur Waldron SDA Academy
07.2019
Skills
- Customer service
- Attention to detail
- Multitasking skills
- Adaptability and flexibility
- Proficient in Microsoft
- Conflict resolution skills
- Call Control
- Information Verification
- De-Escalation Techniques
- Problem Resolution
- Documentation and Reporting
- Payment Processing
- CRM Software
- Database Research
- Order Placement
- Customer Relations
- Telephone Etiquette
- Email Management
- Quality Assurance
- Adaptability
- Computer Literacy
References
Romario Austin, Owner of Austin’s Services & Solutions (767) 285-8170
Timeline
Customer Service Representative
Clear Harbor
09.2023 - 03.2024
Personal Assistant
Austin's Electrical Services & Solutions Roseau
02.2020 - 03.2022
Associates Degree - Pyschology
Dominica Stare College
High school diploma - Business
Arthur Waldron SDA Academy
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