Caswell Williams
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Arise Platform
04.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Front Desk Agent
Spanish Court Hotel
01.2020 - 04.2022
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Stored guest valuables in safe and individual boxes for security.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Education
GED -
Papine High School
Gordon Town Road. Kingston 6, St. Andrew. Jamaica06.2019
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Microsoft Excel
- Payment Processing
- Product Knowledge
- Order Processing
Languages
English
Native language
Timeline
Customer Service Representative
Arise Platform
04.2022 - Current
Front Desk Agent
Spanish Court Hotel
01.2020 - 04.2022
GED -
Papine High School
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