Monique Richards
Kingston,Jamaica
Summary
Proven expert in customer relations and technical support, demonstrated at Sutherland Global Services by enhancing customer satisfaction through efficient problem-solving. Skilled in CRM software and active listening, I excel in turning challenges into opportunities, significantly boosting loyalty and repeat business. My background ensures superior service and innovative solutions in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Travel Consultant
Vacation Express
07.2021 - Current
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Organized trips for individual, family and business travelers.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Handled sensitive information with professionalism and discretion.
Customer Service Representative
IBEX Global
09.2022 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Technical Support Representative
Sutherland Global Services
06.2021 - 09.2022
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Customer Sales Representative
Teleperformance
03.2018 - 05.2021
- Assisted call-in customers with questions and orders.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Certificate - Tourism And Travel Management
One Love Rewards
01-2021
Certificate - Customer Service And Computing
A1 Training Institute
Kingston, Jamaica01-2016
Skills
- Strong communication skills
- Active listening
- Technical support
- Market awareness
- CRM software proficiency
- Exceptional customer service
- Product knowledge
Timeline
Customer Service Representative
IBEX Global
09.2022 - 08.2024
Travel Consultant
Vacation Express
07.2021 - Current
Technical Support Representative
Sutherland Global Services
06.2021 - 09.2022
Customer Sales Representative
Teleperformance
03.2018 - 05.2021
Certificate - Tourism And Travel Management
One Love Rewards
Certificate - Customer Service And Computing
A1 Training Institute
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