Natalee Roper
Montego Bay
Summary
With over ten years in customer service, my experience has grown and this has helped to further developed a strong proficiency in various Microsoft applications such as Word and Excel. A dedicated customer service professional with a background in banking, tourism and exceptional skills in oral and written communication, active listening, and analytical problem-solving. My expertise lies in enhancing customer experiences by consistently exhibiting service-oriented behaviors, understanding customer desires, and delivering customized solutions to foster loyalty. Highly motivated to ensure customer satisfaction and contribute to the overall success of the company.
Overview
19
19
years of professional experience
Work History
Wedding Concierge Associate
Unique Vacations Ltd.
01.2010 - 09.2015
- Assisted clients in refining their wedding vision by offering expert advice on themes, color schemes, and decor elements.
- Assisted in creating their complete package that includes not only their wedding but hotel and flight reservations.
Snr. Customer Service Representative
CIBC Caribbean
Montego Bay
08.2017 - 07.2024
- Handled over 50 escalated calls per day efficiently, finding satisfactory resolutions for both customers and company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer request for products and services offered.
- Usage of software applications such as Microsoft word and excell .
- Creating business accounts
Administrative Clerk
JN Small Business Loans
01.2006 - 01.2008
- Coordinated and scheduled meetings and appointments.
- Disburse loans at our different locations in the western region.
Accounts Receivable Clerk
The Tryall Club
08.2005 - 09.2006
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
Education
Associate Degree - Management – Business Studies
Montego Bay Community College
01.2005
Certificate - National Vocational Qualifications of Jamaica (NVQJ) in Secretarial Studies
Kenilworth H.E.A.R.T Academy
01.2002
General Award - Mathematics, English Literature, Social Studies, Principle of Business, Principle of Accounts, Craft, English Language
Herbert Morrison Technical High
01.2001
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Software applications
Summaryofqualifications
- Montego Bay Community, 01/01/03, 01/01/05
- Kenilworth H.E.A.R.T Academy, 01/01/02, 01/01/02
- Herbert Morrison Technical High, 01/01/97, 01/01/01
Personal Information
Marital Status: Married
Awards
- Courts Junior Management Programme Scholarship (JUMP)
- MVP Awards Certificate – Chairman’s Circle
- Most Punctual Trophy and Certificate at JN Small Business and CIBC Caribbean respectively
References
- Desmond Daley, Supervisor, CIBC Caribbean, 876-845-2016
- Mr. George Heslop, Minister of Religion, Mt. Salem, Montego Bay, 382-0682
Timeline
Snr. Customer Service Representative
CIBC Caribbean
08.2017 - 07.2024
Wedding Concierge Associate
Unique Vacations Ltd.
01.2010 - 09.2015
Administrative Clerk
JN Small Business Loans
01.2006 - 01.2008
Accounts Receivable Clerk
The Tryall Club
08.2005 - 09.2006
Associate Degree - Management – Business Studies
Montego Bay Community College
Certificate - National Vocational Qualifications of Jamaica (NVQJ) in Secretarial Studies
Kenilworth H.E.A.R.T Academy
General Award - Mathematics, English Literature, Social Studies, Principle of Business, Principle of Accounts, Craft, English Language
Herbert Morrison Technical High