Dedicated call center professional with leadership experience in customer service, escalation handling, and team coaching. Proven ability to enhance customer satisfaction and operational efficiency.
Delivering high-quality support through active listening and interpersonal skills to ensure customer satisfaction.
Managing and coaching call center teams to optimize performance and foster a productive work environment.
Handling escalations efficiently to resolve complex customer problems and maintain loyalty.
Assisting customers with reservations and upselling products to increase revenue.
VIP GLOBE
Managed and oversaw a team of 10 call center agents.. Created weekly payroll.. Resolved escalated customer issues promptly and professionally to maintain satisfaction.. Led daily team meetings to review performance, set targets and motivate staff.. Kept track of employees attendance, and made sure work procedures were complied with.. Conducted interviews and assisted with hiring and onboarding new employees.. Improved quality of results by recommending changes.. Assisted and kept track of both incoming and outgoing inventory of office products.. Closed Fly & Buy Packages / Mini Vacs.. Trained and developed new and current employees.. Liaised with customer services department of the resorts to ensured that clients received their booking/reservations in a timely fashion.. Created new accounts for customers in the CRM and made adjustments/changes/updates when had to.. Provided exceptional customer services over the phone to clients.
VIP GLOBE
Provided high level of customer service over the phone by engaging customer and using active listening and effective interpersonal skills.. Assisted customers in booking and making reservations at specific resorts of their choice.. Assisted customers with finding some of the most cheapest airfare to make their travel more cost effective.. Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.. Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.. Sold Fly & Buy Packages/Mini Vacs.. Created new accounts for customers in the CRM and made changes when necessary.. Assisted with training new employees.. Chased customers documents in order to effectively complete sales process.
Associate
High School Diploma
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Belize Telemedia Limited
Acted as counter clerk.. Accurately resolved issues related to services, billing, payments and collections.. Upsold Products and Services to both internal and external customers.. Explained bills and products features clearly.. Troubleshooted basic problems and seek higher support if needed.. Built customer confidence and loyalty by resolving issues.. Assisted at trade shows for upselling of new and existing products and services.. Liaised with service delivery team in ensuring that customer services were being restored in a timely manner.. Distributed bills to each and every customer home.. Created new account in the CRM for customer and made necessary adjustments if necessary.
