SWAYNISHA BERKLEY
13 Cemetery Lane
Summary
Experienced Customer Service Supervisor with over 10 years of proven success in customer support roles. Skilled in mentoring and coaching team members to deliver exceptional service while fostering a positive and motivated work environment. Adept at resolving customer concerns with professionalism, managing competing priorities, and driving operational efficiency to achieve superior results.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
INTERNATIONAL BONDED COURIERS
05.2021 - Current
- Staff Scheduling: Created and managed daily schedules for employees to ensure efficient operations.
- Client Assistance: Handled customer inquiries, provided solutions, and ensured a positive experience.
- Account Management: Administered policy and account updates with accuracy and attention to detail.
- Issue Resolution: Maintained a balanced approach to managing client concerns, escalating when necessary.
- Logistics & Records Management: Maintained delivery records, processed inbound/outbound mail (labeling, scanning, data entry, return mail, and photocopying).
- Financial Transactions: Collected revenue, recorded payments, and processed sales and refunds.
- Training & Support: Trained new representatives and provided cross-functional support as a backup for other team members.
- Event Support: Assisted the marketing team in organizing and executing events, ensuring smooth operations and positive attendee experiences.
Customer Service Representative
INTERNATIONAL BONDED COURIERS
07.2014 - 05.2021
- Client Assistance: Provided phone support to address client inquiries and concerns efficiently.
- Issue Resolution: Maintained a balanced approach in handling client concerns.
- Mailroom & Logistics: Organized mailroom operations, maintained delivery records, and coordinated with dispatchers for timely pick-ups.
- Financial Transactions: Collected revenue, recorded payments, and processed sales and refunds.
- Mail Processing: Managed inbound and outbound mail, including labeling, scanning, data entry, return mail, and photocopying.
- Training & Development: Trained new representatives as directed by management to ensure team efficiency.
- Cross-Functional Support: Cross-trained to provide backup for other customer service representatives as needed.
Sales Clerk
Masters Home Centre
11.2010 - 05.2014
- Customer Service: Greeted customers warmly and provided a high standard of service to enhance their shopping experience.
- Merchandising: Restocked shelves and ensured products were well-organized and visually appealing.
- Sales Optimization: Arranged special sale and clearance items at the front of the store for maximum visibility and increased sales opportunities.
- Employee Training: Assisted in training new employees, ensuring they understood company policies and customer service expectations.
- Transaction Processing: Efficiently handled sales transactions at the POS counter and processed refunds as required.
- Added Value Service: Went the extra mile by offering customer carry-out service to ensure a positive shopping experience.
Previous Temporary & Part-Time Positions
(During Studies)
05.2008 - 09.2012
- Sales Clerk – The Stationery Store (November 2010 – September 2012)
Provided customer service, assisted with sales transactions, and maintained store organization. - Cashier – Hayward’s Supermarket and Deli / White’s & Sons’ Supermarket (November 2010 – August 2012)
Processed customer purchases, handled cash and card transactions, and ensured accuracy in daily reconciliations. - Reservations Agent – The Fairmont Southampton Hotel (via Bermuda Hospitality Institute) (June – August 2010)
Assisted guests with booking accommodations, provided information on hotel services, and enhanced the overall guest experience.
(The Bermuda Hospitality Institute is a non-profit organization dedicated to the development and sustainability of Bermudians in the hospitality industry.) - Laundry Attendant – The Newstead Hotel (May 2008 – August 2009)
Managed hotel laundry operations, ensured quality control, and maintained efficiency in linen and garment processing.
Education
Basic Courses -
BERMUDA COLLEGE
01.2012
HIGH SCHOOL DIPLOMA -
CEDARBRIDGE ACADEMY
05.2011
Skills
- Analytical Problem-Solving
- Strategic Decision Making
- Effective Time Management
- Issue Management
- Customer Engagement
- Customer Support Experience
- Efficient Workflow Coordination
- Applicant Tracking Systems Proficiency
Accomplishments
- Employee of the Year at Masters Home Centre for exceptional service and commitment.
Personal Information
Nationality: Bermudian
Timeline
Customer Service Supervisor
INTERNATIONAL BONDED COURIERS
05.2021 - Current
Customer Service Representative
INTERNATIONAL BONDED COURIERS
07.2014 - 05.2021
Sales Clerk
Masters Home Centre
11.2010 - 05.2014
Previous Temporary & Part-Time Positions
(During Studies)
05.2008 - 09.2012
HIGH SCHOOL DIPLOMA -
CEDARBRIDGE ACADEMY
Basic Courses -
BERMUDA COLLEGE
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