Monique Facey
Kingston,Jamaica
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. 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, ad providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Knowledgeable and dedicated customer service professional with extensive experience in administrative and customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level for the Business Support Team Member position. Ready to help the team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Global Telecommunication Exchange (GTEX)
Kingston
07.2022 - 12.2023
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Built client list and strengthened customer relationships through consistent communication via phone and internet.
- Worked with cross-functional teams to facilitate swift resolution of escalated issues.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Built diverse and consistent sales portfolio.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Kept detailed records of daily activities through online customer database.
- Met existing customers to review current services and expand sales opportunities.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Quoted prices, credit terms and other bid specifications.
- Recorded accurate and efficient records in customer database.
- Consulted with businesses to supply accurate product and service information.
- Achieved or exceeded company-defined sales quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Negotiated prices, terms of sales and service agreements.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Trained new employees on customer service, money handling and organizing strategies.
- Contributed to event marketing, sales and brand promotion.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Stayed current on company offerings and industry trends.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Clerical Worker
Jamaica Defence Force
Kingston
10.2011 - 10.2022
- Completed clerical tasks such as filing, copying, and distributing mail.
- Executed record filing system to improve document organization and management.
- Delivered clerical support by handling range of routine and special requirements.
- Interacted with customers by phone, email, or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Maintained and updated office records, both digital and physical.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
- Collaborated with various departments to complete assigned tasks.
- Assisted with budgeting and financial management to keep office operating within budget.
- Organized events and meetings to maximize capacity and keep event venues running smoothly.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Monitored security to help maintain equipment, data and information safety.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Scheduled and coordinated travel arrangements for office staff members.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Created and maintained detailed records of all office activities.
- Coordinated and scheduled meetings and appointments.
- Utilized office management software to record and track customer information.
- Purchased and maintained office supplies.
- Monitored and tracked budgets and expenses.
- Supported staff on special assignments and ad hoc projects.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Processed incoming and outgoing mail and packages according to established procedures.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Edited documents to keep company materials free of grammar errors.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Edited and proofread documents for accuracy and completeness.
- Input data into spreadsheets and databases.
- Compiled and analyzed data to produce reports.
- Coordinated travel arrangements for staff members.
- Assisted with onboarding of new employees.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
Bachelor of Science - Security Services Administration And Management
Caribbean Maritime University
Kingston, Jamaica05.2024
Certificate - Database Management
Excelsior Community College
Kingston, Jamaica06.2020
Certificate - Business Administration
HEARTNCTVET
Stony Hill, St Andrew Jamaica 06.2015
Associate of Arts - Hospitality Administration And Management
Rusea's High School
Lucea, Hanover, Jamaica 05.2011
Skills
- Order Fulfillment
- Inbound and Outbound Calling
- Report preparation
- Administrative support
- Staff education and training
- Technical Support
- Retail materials management
- Stocking and replenishing
- Recordkeeping strengths
- Training development aptitude
- Creative problem solving
Timeline
Customer Service Representative
Global Telecommunication Exchange (GTEX)
07.2022 - 12.2023
Clerical Worker
Jamaica Defence Force
10.2011 - 10.2022
Bachelor of Science - Security Services Administration And Management
Caribbean Maritime University
Certificate - Database Management
Excelsior Community College
Certificate - Business Administration
HEARTNCTVET
Associate of Arts - Hospitality Administration And Management
Rusea's High School
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