Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

VERNELLA HENDERSON

Roseau,04

Summary

Results-driven professional skilled in customer service and territory development. History of meeting and exceeding performance targets while maintaining strong customer connections. Passionate about enhancing customer experiences and supporting business growth.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Cashier/Back Office Clerk

Dominica National Lottery
Roseau
04.2024 - Current
  • Open and close the safe, distribute the daily float, and assist with the supervision of the front and back office during the absence of the supervisor.
  • Provide support to agents and customers.
  • Reconcile the daily cash collection with float advance, and verify the accuracy of the daily sales and cash reconciliation sheet prepared by the tellers.
  • Responsible for bank deposits and making sure that the cash is deposited at the bank accordingly.
  • Responsible for receiving payments, redeeming from agents, and entering payments into their accounts, as well as ensuring agents' accounts are up to date.
  • Answering the telephone and providing assistance, or routing calls to the appropriate staff member.
  • Provide assistance to the Front Office area when required.

Senior Reservations & Guest Services Coordinator

Jungle Bay, Soufriere
Roseau, DOM
08.2022 - 11.2023
  • Managed guest check-in and check-out procedures.
  • Checked the system to confirm arrival and departure times.
  • Contacted guests to check on satisfaction, and inquire about improvement suggestions.
  • Made and changed room assignments according to guest requirements.
  • Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
  • Input customer data into reservation systems, and update it to reflect room changes.
  • Oversaw reservations received from direct calls, and provided room availability information to hotel reservation websites.
  • Collected accommodation payments and recorded data pertaining to funds and expenditures.
  • Ran daily room reports for updates, and maintained contact with housekeeping on room status.
  • Planned and coordinated a weekly staff schedule to accommodate the ongoing and seasonal needs of the property.
  • Built and maintained productive relationships with employees.
  • Organized event facility, food and beverage selections, and audio-visual arrangements.

CASHIER

Patty Shack DM Ltd
Roseau, Saint
03.2021 - 08.2022
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels
  • Worked flexible schedule and extra shifts to meet business needs
  • Processed customers orders in a timely manner, to prevent long customer wait time
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity
  • Trained new team members in cash register operation, stock procedures and customer services
  • Assisted with data entry (in excel) and filing in the office.

SALES REPRESENTATIVE

Gentlerest Funeral Services
Roseau, Dominica
01.2020 - 07.2020
  • Ensured that every customer questions were answered in a timely manner and to ensure the customers were satisfied with the packages they chose
  • Made recommendations to customers to promote brand effectiveness and product benefits
  • Provided follow up with the deceased loved ones via telephone or sent a Thinking of You card
  • Visited communities and advertised the different products and services offered.

Customer Service Representative

Clear Harbour, Roseau
, Dominica
11.2018 - 05.2019
  • Asked probing questions to better understand customer's problems and provide effective resolution
  • Supervised all customer orders, providing quality customer experience
  • Documented conversations with customers to track requests, problems and solutions
  • Evaluated customer account information to assess current issues and determine potential solutions
  • Answered over 100 inbound telephone calls to provide information about products, services, store hours, policies and promotions as well as making sales.

PROCTOR

Clear Harbour
03.2017 - 09.2018
  • Roseau, Dominica
  • Verified student identification
  • Organized student sitting arrangements/ testing spaces
  • Oversaw final exams for 100 of students, carefully monitoring students for signs of deception
  • Ensured testing materials secured and confidential to prevent cheating
  • Provided excellent service and attention to students when face-to-face or through phone conversations.

SALES CLERK

Lucky Center
Roseau, Dominica
05.2011 - 08.2013
  • Greeted customers upon entrance and provided excellent customer checkout experience
  • Did store organization and Merchandizing
  • Helped customers complete purchases, including processing payments and bagging items
  • Prepared products for sales floor by adding tags and restocking
  • Facilitated inventory and stock management to replenish inventories and minimize excess.

Education

High School Diploma -

Dominica Grammar School
Roseau

Skills

  • Professional telephone skills
  • Communication effectiveness
  • Time efficiency
  • Customer-focused service
  • Adaptability and empathy
  • Self-directed work capability
  • Analytical thinking

Certification

Certificate from the University of the West Indies, CPE in Human Resource Management, Supervisory Management and Sales and Marketing

Timeline

Senior Cashier/Back Office Clerk

Dominica National Lottery
04.2024 - Current

Senior Reservations & Guest Services Coordinator

Jungle Bay, Soufriere
08.2022 - 11.2023

CASHIER

Patty Shack DM Ltd
03.2021 - 08.2022

SALES REPRESENTATIVE

Gentlerest Funeral Services
01.2020 - 07.2020

Customer Service Representative

Clear Harbour, Roseau
11.2018 - 05.2019

PROCTOR

Clear Harbour
03.2017 - 09.2018

SALES CLERK

Lucky Center
05.2011 - 08.2013

High School Diploma -

Dominica Grammar School

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VERNELLA HENDERSON