SHEOSHA FRATER
Runaway Bay,Saint Ann
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Offering positive attitude and genuine interest in helping others, I’m ready to thrive in a customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop my communication within your organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service/ Sales Agent
Innovative Vision
01.2022
- 2 Months Contract seasonal account
Camp Counselor
Girls Scout Of Central Indiana
05.2025 - 07.2025
Camp Counselor
Camp Chinqueka
06.2024 - 08.2024
Cabana Concierge Agent
Sandals Dunn’s River Villagio Golf Resort & Spa
02.2023 - 06.2024
- Delivered exceptional guest service by anticipating needs and providing tailored recommendations.
- Coordinated reservations and activities, ensuring seamless guest experiences throughout their stay.
- Assisted guests with inquiries, facilitating efficient communication between departments to resolve issues promptly.
- Managed concierge desk operations, maintaining a welcoming environment for guests at all times.
- Implemented improved processes for managing guest requests, increasing overall efficiency and responsiveness.
- Led initiatives to gather feedback from guests, driving continuous improvement in services provided by the team.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Collaborated with other hotel departments to ensure smooth operations and consistent communication regarding guest requests.
- Assisted guests with reservations, ensuring a seamless booking experience.
- Handled transportation arrangements for guests, including coordinating car rentals and shuttle services as needed.
- Addressed guest concerns promptly, resulting in increased customer satisfaction ratings.
- Provided support during high-stress situations such as natural disasters or power outages, helping maintain order among guests while coordinating necessary resources.
- Provided exceptional customer service by anticipating and addressing guest needs proactively.
- Enhanced guest satisfaction by providing personalized recommendations for local attractions and dining options.
- Coordinated with housekeeping staff to accommodate early check-ins or late check-outs whenever possible, further enhancing the guest experience.
Customer Service Agent
Millers Outsourcing
07.2022 - 03.2023
Receptionist/Administrative Assistant
Heart Trust NSTA
Saint Ann, Jamaica
03.2019 - 03.2020
- Routing calls
- Sending text message to clients
- Sorting and filing of documents
- Scheduling meetings with stakeholders
- Generating certificates for participants
- Faxing and Printing documents
- Reconciliation
- Sending out emails
- Meet and greet customers
- Skills and Abilities
- Creative
- Patience
- Interacting with persons well, whether oral or written
- Intelligent speaker
- Good listener & writer
- Computer literate with Microsoft Word, Excel and Power point
- Great on giving positive advice
- A Great Team Leadership & Building
Receptionist/Administrative Assistant
Marcus Garvey Youth Centre
Saint Ann’s Bay, Jamaica
08.2017 - 08.2017
Education
Certificate - Administrative Assistant
Heart Trust NSTA
Caribbean Secondary Education Certificate - CSEC
Steer Town Academy High School
01.2017
City & Guilds - undefined
Steer Town Academy High School
01.2017
Skills
Goal oriented
CRM software
Customer service
Problem-solving
Multitasking and organization
Critical thinking
Active listening
Adaptability and flexibility
Verbal and written communication
Relationship building
Email communication
Phone etiquette
Call center experience
Data entry
Product knowledge
Appointment scheduling
Customer complaint resolution
Salesforce proficiency
Customer needs assessment
Closing techniques
Cultural awareness
Shipping coordination
Incoming call management
Sales techniques
Sales pitching
Upselling
Persuasive communication
Negotiation tactics
Product or service expertise
Type sales techniques
Teamwork
Teamwork and collaboration
Attention to detail
Problem-solving abilities
Time management
Decision-making
Certification
- American Red Cross
- Adult and Pediatric First Aid/CPR/AED
- Youth Mental Health First Aid USA
- Certification For Mental Aid First Aid
- Certification For USA Archery Level 1 Instructor Certification
- Sandals Dunn’s River
- Certificate of Achievement for the Sandals Foundation
- Sandals Foundation Sentinel
- International Board of Credentialing and Continuing Education Standards
- Autism and Sensory Awareness Certificate
Languages
English
Bilingual or Proficient (C2)
Timeline
Camp Counselor
Girls Scout Of Central Indiana
05.2025 - 07.2025
Camp Counselor
Camp Chinqueka
06.2024 - 08.2024
Cabana Concierge Agent
Sandals Dunn’s River Villagio Golf Resort & Spa
02.2023 - 06.2024
Customer Service Agent
Millers Outsourcing
07.2022 - 03.2023
Customer Service/ Sales Agent
Innovative Vision
01.2022
Receptionist/Administrative Assistant
Heart Trust NSTA
03.2019 - 03.2020
Receptionist/Administrative Assistant
Marcus Garvey Youth Centre
08.2017 - 08.2017
Certificate - Administrative Assistant
Heart Trust NSTA
Caribbean Secondary Education Certificate - CSEC
Steer Town Academy High School
City & Guilds - undefined
Steer Town Academy High School