Jacinth Wright
Mandeville
Summary
Customer relations professional prepared for impactful roles in client management. Proven ability to manage customer concerns and improve satisfaction. Reliable team collaborator with focus on flexibility and results. Skilled in communication and conflict resolution.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Relations Specialist
Sutherland Global Services
01.2020 - 01.2023
- Handled customer escalations, manager and supervisory calls.
- Provided satisfying resolutions to customers.
- Created and updated customer profiles using an online database for record keeping efficiency and accuracy.
- Direct client communication via phone and email in resolving customer issues.
- Handled daily assigned tasks of inbound and outbound contacts via phone or email.
- Handled transferred calls and processed items for shipment.
- Created and scheduled service appointments for appliance repairs.
- Acted as Liaison between customers and service technician to ensure service requests are completed in a timely manner.
- Processed and sold warranty to customers.
Intermediate Support Member
Sutherland Global Services
01.2019 - 01.2020
- Assisted with scheduling service appointments for appliance repairs.
- Assisted new hires with inbound and outbound calls.
- Ensured calls were handled with the company’s quality assurance guidelines.
- Acted as a knowledge base for new hires with any troubleshooting and technical queries.
- Ensured optimal customer service was provided to clients and customers.
- Ensured all calls were handled in compliance with updated policies and procedures.
- Assisted new hires with developing soft and hard skills which improved overall KPIs.
Customer Service Representative
Sutherland Global Services
01.2017 - 01.2020
- Served as the first point of contact and technical resource for all customer inquiries and issues.
- Updated and created customer profiles to maintain record keeping efficiency.
- Handled inbound and outbound calls to provide technical support.
- Provided appropriate resolutions and information with clarity and accuracy in a timely manner within company guidelines.
- Provided troubleshooting assistance.
- Processed accessory sales transactions and updated data entry to client files.
- Met and exceeded client’s KPIs delivering optimal customer service.
- Pitched and sold warranty to customers.
Education
High School Diploma - Arts
Black River High School
06.2010
Skills
- Excellent customer service anskills
- Excellent Management & Organizational Skills
- Effective Multitasking
- Strong Written and Oral Communication
- Detail Oriented
- Computer literate
- Recordkeeping strengths
- Relationship Management
- Inbound and outbound call management
- Issue and complaint resolution
- Inter-department collaboration
- Independent Task Management
Accomplishments
- Top performer in service delivery
- Employee of the month
- Top frontline representative
Certification
- EF Set English Certificate of C2 Proficiency in listening and reading
Timeline
Customer Relations Specialist
Sutherland Global Services
01.2020 - 01.2023
Intermediate Support Member
Sutherland Global Services
01.2019 - 01.2020
Customer Service Representative
Sutherland Global Services
01.2017 - 01.2020
High School Diploma - Arts
Black River High School
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