Dexian Henry
St Catherine
Summary
Experienced Customer Service Representative with strong oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Dedicated to enhancing customer experiences through service-oriented behaviors, understanding customer desires, and delivering customized solutions to foster loyalty.
Overview
7
7
years of professional experience
Work History
Senior Resource Coordinator
Working Solutions
04.2025 - Current
- Connect elders with advisors who aid in finding housing solutions and medical facilities.
- Pair individuals with the right long-term care facilities.
- Help with enabling seniors to maintain their own independence and autonomy.
- Offer transportation options to seniors.
- Assist with finding non-medical care and support in the home.
- Provide information on resources for senior care services.
- Managed over 70 calls per shift.
- Facilitated families and individuals in finding affordable living options and caregivers to support their needs.
Reservations Specialist/ Ticketing
Arise Global Solutions
08.2022 - 06.2024
- Followed all company policies and procedures to deliver quality work.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Maintained awareness of the types of rooms available in different resort locations.
- Answered over 30 incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements, to facilitate quality service.
- Handled billing information over the phone.
- Provided customers with information about availability and pricing.
Appointment Setter
Influx
12.2021 - 08.2022
- Answered over 50 phone calls per shift and answered questions from potential customers.
- Addressed client inquiries and updated database information.
- Acted as the first point of contact and set appointments for prospective clients.
- Handled complaints and questions, and re-directed calls to other team members.
- Scheduled and confirmed appointments and meetings for the senior management team.
Customer Service Representative
Ibex Global
01.2020 - 12.2021
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time, and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Responded to customer requests for products, services, and company information.
Customer Service Representative/Technical Support
Sutherland Global
01.2018 - 01.2020
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Certificate of Technical Studies - Customer Service
West Prospect Skills Training Center
St Catherine, Jamaica06.2024
NCTVET Certificate -
Heart Trust
St Catherine, Jamaica01.2013
High School Diploma -
Gaynstead High
High School11-2024
Skills
- Multitasking
- Verbal Communication
- Critical Thinking
- Empathetic
- Workload balancing
- Training coordination
- Training and mentoring
Languages
English
Profile
Early Childhood Educator/customer service advocate/customer service/technical support agent, Goal-oriented with a pleasant personality and tenacity that knows no restrictions. Great at multitasking and is highly ambitious, willing to work as a team player or independently. Exceptional leader with over 7 years of customer service experience.
Timeline
Senior Resource Coordinator
Working Solutions
04.2025 - Current
Reservations Specialist/ Ticketing
Arise Global Solutions
08.2022 - 06.2024
Appointment Setter
Influx
12.2021 - 08.2022
Customer Service Representative
Ibex Global
01.2020 - 12.2021
Customer Service Representative/Technical Support
Sutherland Global
01.2018 - 01.2020
Certificate of Technical Studies - Customer Service
West Prospect Skills Training Center
NCTVET Certificate -
Heart Trust
High School Diploma -
Gaynstead High
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