Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
References
Timeline
Generic

Shanay Robinson

May Pen,Clarendon

Summary

Expert in identifying client needs, driving revenue growth, and building strong relationships. Demonstrates resilience and adaptability, ensuring high-quality service and operational excellence. History managing large amounts of inbound and outbound calls and sustaining satisfactory relationships with customers, solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success by enhancing competitiveness of your company within the modern business environment. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Hinduja Global Solutions (hgs)
Constant Spring, Kinsgton
10.2021 - 11.2024
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Resolved customer complaints promptly and efficiently.
  • Used approved scripts to de-escalate irate customers during telephone interactions.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong customer relationships to encourage repeat business.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Answered customer inquiries via phone, email, and chat.

Sales Agent

Call Centre Pros
Dunrobin Avenue, Kinsgton
02.2021 - 10.2021
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Recognized security risks to properly handle situations.
  • Maintained accurate records of all sales activities in the company's CRM system.
  • Ensured compliance with company policies and procedures at all times.
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Set up meetings with potential clients and listened to their wishes and concerns.

Sales Representative

Startek Inc
St.Andrew, Kinsgton
02.2018 - 06.2020
  • Used persuasive communication skills to engage customers in conversation, and effectively determine their needs and requirements.
  • Listened to customer needs to identify and recommend best products and services.
  • Called lead lists resulting from various marketing campaigns to achieve sales.
  • Monitored customer feedback regarding product performance and made appropriate adjustments accordingly.
  • Prepared and delivered appropriate presentations on products and services.
  • Identified customer needs by asking questions and advising on the best solutions by means of a survey.
  • Maintained accurate records of all sales and prospecting activities.
  • Negotiated deals and handled complaints or objections.
  • Developed key customer relationships to increase sales.

Education

High School Diploma -

Papine High School
St Andrew
11-2014

Skills

  • Active listening
  • Problem solving
  • Empathy
  • Product Knowledge
  • Resilient
  • Adaptability
  • Team player
  • Punctuality and reliability
  • Multitasking
  • Time management
  • Computer Skills
  • Organization
  • Setting goals

Affiliations

Making rhythm and beats.

Writing stories.

Performing arts, drama skits.

Languages

English
First Language

Accomplishments

  • Award for Most outstanding agent
  • Award for best academic performance at work.
  • Certificate of Leadership
  • Certificate for highest Quality and Punctuality average at work

References

References available upon request.

Timeline

Customer Service Representative

Hinduja Global Solutions (hgs)
10.2021 - 11.2024

Sales Agent

Call Centre Pros
02.2021 - 10.2021

Sales Representative

Startek Inc
02.2018 - 06.2020

High School Diploma -

Papine High School

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Shanay Robinson