Shanice Edwards
Clarks Hill District, Stony Hill Post Office,,St. Andrew
Summary
Passionate Service professional that aims to utilize previous work experience and educational training to provide quality service and unparalleled support. Capable of performing well both independently and in group settings. Knowledgeable about customer service best practices.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Old Edwards Inn And Spa
11.2022 - 11.2023
- Greeted over 100 visitors and customers daily, offered assistance, and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over the phone, in person, and via computer for guests, provided confirmation information and processed room deposits, fees, and payments.
- Liaised with other departments to address requests and complaints made by guests.
- Aided with training the Front Desk staff when the company transitioned to a new software.
Customer Service Representative
Hinduja Global Solutions
06.2017 - 10.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Efficiently handled over 40 calls per shift by addressing customer account discrepancies and concerns utilizing great time management methods thus resulting in consistently high customer satisfaction rating and reduced escalated calls.
- Educated customers about their health insurance benefits by informing them about copays and deductibles as well as services that are covered by their plan.
- Cross-trained in other product offerings to effectively assist a wider variety of customer and provider calls.
- Practiced proactive one-call resolutions of customer issues.
Customer Service Representative
Conduent
10.2016 - 05.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Human Resources Intern
Conduent
07.2016 - 08.2016
- Assisted human resources and recruiting teams by scheduling phone screens and on-site interviews.
- Answered phone and performed clerical duties to assist the human resources department.
- Conducted over 25 reference checks per day for prospective employees.
Education
Accredited BSc - Tourism management, Management Studies
The University of The West Indies
02.2022
Oberlin High School |General Studies
06.2016
Skills
- Great interpersonal skills including ability to get along well with others
- Proven ability to manage timelines and prioritize workload to meet study and extra-curricular commitments
- Computer Literate
- Problem solving
- Customer Service
Timeline
Front Desk Agent
Old Edwards Inn And Spa
11.2022 - 11.2023
Customer Service Representative
Hinduja Global Solutions
06.2017 - 10.2018
Customer Service Representative
Conduent
10.2016 - 05.2017
Human Resources Intern
Conduent
07.2016 - 08.2016
Accredited BSc - Tourism management, Management Studies
The University of The West Indies
Oberlin High School |General Studies
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