Malana Stephen
Summary
Proven track record in enhancing customer satisfaction and loyalty at Santander Consumer USA, ACS E-Servies and OJO Labs over a span of 5-6 years adept at managing high-stress situations with professionalism while maintaining a healthy music career as a self employed musician/ vocalist. Successful at learning new skills quickly and accurately to maximize contribution to group success. Hardworking and diligent with good understanding of time management.
Overview
16
16
years of professional experience
Work History
Musician
Self- Employed
12.2008 - Current
- Expanded musical repertoire through exploration of diverse genres, styles, and techniques.
- Collaborated with fellow musicians for seamless performances and increased audience engagement.
- Scheduled rehearsals with other musicians and choirs.
- Performed for Jazz & Arts shows with both Local & International Artists.
Customer Care Representative
Ojo Labs
01.2020 - 01.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Customer Service Representative
Santander Consumer USA
11.2012 - 12.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
ACS E-Services
12.2008 - 11.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
No Degree - Front Office Procedures
Monroe College
Saint Lucia 11.2011
High School Diploma -
Clendon Mason Memorial Secondary School
Saint Lucia06.2006
Skills
- Collaborations
- Music Theory
- Strong attention to detail
- Studio recording experience
Timeline
Customer Care Representative
Ojo Labs
01.2020 - 01.2022
Customer Service Representative
Santander Consumer USA
11.2012 - 12.2013
Musician
Self- Employed
12.2008 - Current
Customer Service Representative
ACS E-Services
12.2008 - 11.2011
No Degree - Front Office Procedures
Monroe College
High School Diploma -
Clendon Mason Memorial Secondary School
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