Anasa DeMello
3 Sylvan Dell Road Paget
Summary
Developed strong communication and problem-solving skills in fast-paced customer service environment. Adept at handling complex customer interactions and resolving issues efficiently. Seeking to transition into new field where these skills can be effectively utilized for positive outcomes.
Knowledgeable and dedicated customer service professional with extensive experience in Telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative
Digicel
01.2008 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Escalated issues to proper supervisors when standard processes were not effective.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and backed up other customer service managers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Whitney Institute
Smith's Bermuda06-1997
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Staff training
- Conflict management
- Credit card processing
- Database maintenance
- Escalation management
- Service recommendations
- Cross-functional collaboration
- Call center experience
- Procedure writing
- CRM software
- De-escalation techniques
- Email management
- Policy improvement
- Floor supervision
- Representative training
- Team monitoring
- Customer service
- Problem resolution
- Process improvement
- Calm under pressure
- Understanding customer needs
- Issue and complaint resolution
- Customer relations
- Teamwork and collaboration
- Relationship building
- Computer skills
- Calm and professional under pressure
- Customer data confidentiality
- Microsoft office
- Customer account management
- Remote office availability
- Inbound call management
- Product knowledge
- Document and records management
- Employee coaching
- Salesforce CRM
- Order processing
- Call center operations
- Data entry
- Recordkeeping strengths
- Report preparation
- Direct sales
- Quality assurance controls
- Business development
- Work prioritization
- Policies and procedures adherence
- Service upselling
- Training development aptitude
- Customer retention strategies
- Regulatory compliance
Timeline
Senior Customer Service Representative
Digicel
01.2008 - Current
High School Diploma -
Whitney Institute
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