Michelle Clarke
Castries,02
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Looking for the opportunity to grow in a professional community.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
ST LUCIA ELECTRICITY SERVICES (LUCELEC)
11.2022 - Current
- Attend to customer's inquiries via phone, email and, in-person communication to foster top-quality service
- Support team members during peak periods by sharing workload and providing assistance when needed.
- Manage influx of customers, ensuring timely response and effective resolution to all their concerns.
- Counts money in cash drawers at beginning and end of shift to maintain accuracy after processing bill payments.
- Assist customers with returns, refunds and resolving transaction issues.
Customer Service Representative / Underwriter
M&C GENERAL INSURANCE
09.2013 - 10.2022
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Renewal of insurance policies, Insurance quotations. New risk assessment / effecting cover for new business. Liaising with accounts for follow up / update on client's payments.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative on the LIME Department (Fixed line)
ACS A XEROX COMPANY
- Responded to customer requests for products, services, and company information.
- Assisted with supervisory calls
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Certificate in Associate Professional in Human Res - Human Resources
LightSparc
03.2023
CII Level 3 Certificate in Insurance - Insurance And Risk Management
Chartered Insurance Institute
05.2019
Associate Degree in Business Administration -
Sir Arthur Lewis Community College
06.2012
Caribbean Examination Council CXC - Business Administration
St. Joseph's Convent Secondary School
Skills
- Business Ethics
- Customer Service Training
- Computer Literate
- Good analytical & problem-solving skills
- Good interpersonal skills
- Calm Under Pressure
- Time Management
- Workflow Planning
Qualifications
CIMC – Caribbean Insurance Motor Certificate, Basic Principles of Insurance, Legal & Business Aspects of Insurance, Motor Insurance Practice, Motor Insurance Claims,
CII – Chartered Insurance Institute Level 3 Certificate in Insurance, Insurance, Legal & Regulatory, General Insurance Business, Insurance Underwriting Process
Certificate in Associate Professional in Human Resources -International (aPHRi)
References
- Ms. Deborah Raoul, Assistant Manager – Sagicor General Insurance Inc., 758-284-9477
- Mrs. Patricia Paul-Alfred- Customer Service Supervisor , Rodney Bay , 758-722-6376
Personal Information
- Date of Birth: 04/05/92
- Gender: Female
Timeline
Customer Service Representative
ST LUCIA ELECTRICITY SERVICES (LUCELEC)
11.2022 - Current
Customer Service Representative / Underwriter
M&C GENERAL INSURANCE
09.2013 - 10.2022
Customer Service Representative on the LIME Department (Fixed line)
ACS A XEROX COMPANY
Certificate in Associate Professional in Human Res - Human Resources
LightSparc
CII Level 3 Certificate in Insurance - Insurance And Risk Management
Chartered Insurance Institute
Associate Degree in Business Administration -
Sir Arthur Lewis Community College
Caribbean Examination Council CXC - Business Administration
St. Joseph's Convent Secondary School
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