Shervonne Martin
Freeport
Summary
At CIBC Caribbean, I excelled in enhancing customer satisfaction and loyalty through expert complaint handling and active listening, significantly contributing to team goals. My adeptness in data entry and problem resolution streamlined operations, fostering a positive brand image and driving repeat business. This blend of technical skill and customer focus underpins my professional approach.
Overview
1
1
Certification
Work History
Customer Service Officer
CIBC Caribbean
- Educated customers on product features, helping them make informed choices.
- Documented customer interactions, ensuring all records were accurate and up-to-date.
- Processed returns and exchanges, following company policies to ensure smooth transactions.
- Engaged with customers in a friendly manner, fostering a positive company image.
- Handled transactions at cash register, maintaining accuracy and attention to detail.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associates Degree In Accounting And Business Admin - Business And Accounting
Success Traing College
Freeport Bahamas 06.2007
Skills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Documentation and reporting
- Payment processing
- Account investigation
- Employee development
- Customer service
- Administrative support
- Active listening
- Problem resolution
- Product knowledge
- Client relations
- Critical thinking
- Prioritization
- Customer education
- Account updating
- Brand representation
- Appointment scheduling
- Microsoft outlook
- Product sales
- Filing
- Dispute resolution
Certification
Office Procedures
Business Management
Timeline
Customer Service Officer
CIBC Caribbean
Associates Degree In Accounting And Business Admin - Business And Accounting
Success Traing College
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