Antoinette Byfield
Jamaica
Summary
Tenured Customer Service Representative with more than 7 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Peer Support Moderator
Supportiv
12.2021 - Current
- Conducted group and individual sessions to provide emotional support and guidance to individuals seeking assistance.
- Recommended relevant materials and resources to assist clients in understanding emotions and navigating challenging situations, resulting in over 30% increase in client satisfaction.
- Proactively referred individuals in crisis, experiencing suicidal ideation, or requiring specialized attention to appropriate professional services, ensuring their safety and well-being
Care Phone & Chat Specialist
Vistaprint
07.2019 - 05.2024
- Provided comprehensive assistance to customers with inquiries related to designs, products, orders, and website-related matters.
- Leveraged phone, chat, and email channels to deliver support, resulting in 20% increase in customer query resolution rate.
- Adeptly navigated customer concerns across various platforms, maintaining high standard of professionalism and efficiency.
- Ensured prompt resolution of customer queries and issues, resulting in 15% improvement in customer satisfaction ratings.
Credit and Collections Agent
National Pen Company
11.2018 - 05.2019
- Conducted outbound calls to confirm receipt of orders, resulting in 25% decrease in order verification time.
- Facilitated payment processing, efficiently collecting card and check payments with 95% accuracy rate.
- Provided remediation assistance to customers experiencing order issues, resulting in 30% decrease in order-related complaints.
- Assisted customers in setting up payment plans for overdue accounts, demonstrating commitment to addressing financial obligations while maintaining positive customer relations
Outbound Telesales Agent
National Pen Company
08.2018 - 11.2018
- Proactively reached out to potential and existing customers through outbound calls, resulting in 20% increase in customer outreach.
- Convinced customers to place orders for new products, contributing to 15% increase in sales growth.
- Offered product design suggestions and recommendations to customers, resulting in 25% increase in customer satisfaction ratings.
- Contributed to fostering customer relationships and driving product adoption through proactive sales approach and expertise.
Reservation Sales Specialist
Itel BPO Smart Solutions
09.2017 - 01.2018
- Provided comprehensive assistance to customers inquiring about various hotels, resulting in 20% increase in customer satisfaction ratings.
- Guided customers in selecting vacation accommodation tailored to their preferences, leading to 30% increase in bookings for specific attractions and amenities.
- Managed hotel bookings efficiently, resulting in 25% decrease in reservation processing time.
- Collected payments promptly to confirm reservations, ensuring seamless booking process and reducing payment processing errors by 15%
Customer Service Executive
VIP Attractions Club Mobay
01.2017 - 07.2017
- Greeted arriving customers at flight gates, ensuring warm welcome for over 100 passengers per day.
- Expedited customer passage through immigration, customs, and baggage claim, reducing wait times by 50%.
- Accompanied customers to relaxation lounge, maintaining comfortable environment for travelers during their transition.
- Guided customers to transportation services, facilitating seamless transitions for over 50 passengers daily.
- Enhanced airport experience for travelers by consistently delivering exceptional customer service, resulting in positive feedback from 95% of customers surveyed.
Education
Associate of Science - Business Administration
The University of The People
06.2025
Diploma in Humanities -
Montego Bay Community College
06.2017
Skills
- Effective Time Management
- Written Communication
- Digital communication
- Account Management
- Computer Skills
- Salesforce CRM
- Slack
- Attention to Detail
- Critical Thinking
- Customer Service
- Relationship Building
- Email Handling
Languages
English
Certification
- Human Resource Management (HRM), Udemy for Business - November- December 2023
- Dealing With Difficult Customers, Udemy for Business - November- October 2023
- Leadership Development: Leading Self - Self Discovery, Udemy for Business - January-February 2024 2023
Timeline
Peer Support Moderator
Supportiv
12.2021 - Current
Care Phone & Chat Specialist
Vistaprint
07.2019 - 05.2024
Credit and Collections Agent
National Pen Company
11.2018 - 05.2019
Outbound Telesales Agent
National Pen Company
08.2018 - 11.2018
Reservation Sales Specialist
Itel BPO Smart Solutions
09.2017 - 01.2018
Customer Service Executive
VIP Attractions Club Mobay
01.2017 - 07.2017
Associate of Science - Business Administration
The University of The People
Diploma in Humanities -
Montego Bay Community College
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