Anasa DeMello
3 Sylvan Dell Road Paget,Bermuda
Summary
Senior Customer Service Representative with extensive experience at Digicel, specializing in customer relations and staff training. Achievements include significant improvements in customer satisfaction and reduced call wait times through process optimization. Proficient in CRM tools and known for building strong client relationships while consistently exceeding performance targets.
Overview
19
19
years of professional experience
Work History
Senior Customer Service Representative
Digicel
01.2008 - 03.2025
- 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.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- 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.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Resvervations Agent
Elbow Beach Hotel
Paget, Bermuda
06.2006 - 01.2008
- Achieved established minimum targets through effective inbound and outbound calling efforts.
- Conducted due diligence for clients across various transactions.
- Provided prompt responses to customer inquiries and complaints, maintaining professionalism.
- Upsold additional products and services to fulfill sales objectives.
Education
High School Diploma -
Whitney Institute
Smith's Bermuda06-1997
Skills
- Customer support and relations
- Staff training and development
- Database management
- Escalation handling
- Cross-functional collaboration
- Procedure documentation
- Email organization
- Policy enhancement
- Team oversight
- Process optimization
- Relationship building
- Computer proficiency
- Microsoft Office expertise
- Customer account management
- Remote office operations
- Product knowledge and training
- Call center management
- Report generation
- Work prioritization strategies
- Policy adherence and compliance
- Customer retention strategies
References
References available upon request.
Timeline
Senior Customer Service Representative
Digicel
01.2008 - 03.2025
Resvervations Agent
Elbow Beach Hotel
06.2006 - 01.2008
High School Diploma -
Whitney Institute
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