Crystal Ralph
Jamaica
Summary
Proven leader in customer service, adept at problem-solving and active listening, significantly enhanced client loyalty and satisfaction at IBEX Global. Expert in computer proficiency and leadership, driving team performance and efficiency. Skillfully balanced high-stress situations, achieving positive outcomes through critical thinking and effective communication.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Proactive and goal-oriented professional with excellent time management skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
IBEX Global
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Alorica
11.2022 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Experience Agent
Sutherland Global
01.2020 - 12.2021
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
Manager
Pro-Star Auto
01.2019 - 01.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
Customer Service Representative
Spanish Town Hospital
12.2018 - 01.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty
- Responded to customer request
- Supervising their hospital visit to their friends
or family member, - Bookkeeping,
- Handing visitation pass
- Explain to customer the rules and conducts of visiting.
hours.
SALE REPRESENTATIVE
Pegasus Auto Supplies
09.2015 - 01.2017
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Negotiated favorable terms in contracts, ensuring both customer satisfaction and profitability.
- Cultivated deep understanding of product features to answer questions and overcome objections.
Education
GED -
Mark Of Excellence Insitution
Port Henderson Road, Spanish Town Saint Catherine 06-2018
High School Diploma -
Eltham High School
Eltham Boulevard, Spanish Town, Jamaica 09-2017
No Degree - Primary Education
Horizon Park Primary School
Lot 5 Savoy Ave, Horizon Park, Spanish Town 09-2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Time management skills
- Written and Verbal Communication skills
- Soft Sales
- Telephone Etiquette
- LeaderShip Skills
Accomplishments
Top Attendance Certificate from Ibex Global
Outstanding Employee From Pro-Star Auto
Certification
Certification in Business Management
Certification in Make-up Artistry
Certification in Customer Service
Timeline
Customer Service Representative
IBEX Global
02.2024 - Current
Customer Service Representative
Alorica
11.2022 - 05.2023
Customer Experience Agent
Sutherland Global
01.2020 - 12.2021
Manager
Pro-Star Auto
01.2019 - 01.2020
Customer Service Representative
Spanish Town Hospital
12.2018 - 01.2019
SALE REPRESENTATIVE
Pegasus Auto Supplies
09.2015 - 01.2017
GED -
Mark Of Excellence Insitution
High School Diploma -
Eltham High School
No Degree - Primary Education
Horizon Park Primary School
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