Doreen Palmer
Kingston,Kingston
Summary
Dynamic and results-oriented Customer Service Professional with proven expertise in conflict resolution and customer satisfaction, honed at Influx and Marksman. Excelled in enhancing loyalty through empathy and active listening, alongside critical thinking for problem-solving. Skilled in data entry and adept at leveraging customer relations to boost retention rates significantly.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Influx
01.2023 - 08.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Security
Marksman
12.2006 - 01.2023
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Monitored and analyzed customer service metrics to identify areas for improvement.
Education
No Degree - Pharmacy Technician
American Allied Health Association
Kingston, Jamaica08-2020
No Degree - Basic Cmputing
Distincition College
Kingston, Jamaica12-2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
Timeline
Customer Service Representative
Influx
01.2023 - 08.2024
Customer Service Security
Marksman
12.2006 - 01.2023
No Degree - Pharmacy Technician
American Allied Health Association
No Degree - Basic Cmputing
Distincition College
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