Summary
Overview
Work History
Education
Skills
Accomplishments
References
Affiliations
Certification
Timeline
Generic
Shelisa St Catherine

Shelisa St Catherine

Vieux-Fort,St Lucia

Summary

Experienced customer service professional with a strong background in efficiently resolving customer inquiries and maintaining high satisfaction rates. Skilled in leveraging communication and problem-solving abilities to enhance the overall customer experience. Demonstrated track record of diligence and effectiveness in addressing customer needs.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Rep

Itel
04.2021 - Current
  • Booking modifying and cancelling reservations
  • 1 year
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed timely and effective replacement of damaged or missing products.

Subject Matter Expert

ITEL
04.2021 - Current
  • Assist supervisor with timesheets, update Operations manager with reports and oversee the production floor and Learning and learning and development assistant
  • Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Mentored junior team members, contributing to their professional growth and development.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.

Operations Supervisor

Hilton
04.2021 - Current
  • Update timesheets in order for agents to get paid, coach agents on daily Key performance indicators, oversee the production floor, create excel sheets, power points for performance, find ways to increase sales, daily collaborations with partner sites MBJ and Kingston.
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
  • Increased production output by optimizing equipment usage and scheduling preventive maintenance programs.
  • Completed bi-weekly payroll for all employees on the Hilton campaign.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted comprehensive market analysis to inform strategic operational adjustments, staying ahead of industry trends.
  • Spearheaded task force to address and resolve recurring operational bottlenecks, significantly improving process efficiency.
  • Achieved cost savings through diligent budget management and negotiation with vendors on pricing and contracts.
  • Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
  • Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
  • Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
  • Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.

Reservations Clerk

Coconut Bay Resort and Spa
12.2007 - 06.2020
  • Serve guest, provide excellent customer service and ensure that the guest gets their food in a timely manner professionally.
  • Achievements-Employee of the month and Best Smile of the month.
  • Checked in average of 70 guest per room in a short space of time.
  • Handled reservations and answered questions from interested patrons for busy room hotel.

Education

High School Diploma -

Vieux-Fort Comprehensive Secondary School
Vieux-Fort Comprehensive Secondary School
07.2002

Skills

  • Computer literacy and software proficiency
  • Tourism and Hospitality industry experience
  • Sales and Marketing
  • Data Analysis

Accomplishments

  • Reservation agent-Achieved highest Number of new credit accounts opened within one-month period.

References

Viana, Gabriel, 758-7126189

Affiliations

Memberships in relevant organizations.

Certification

  • MCAS - Microsoft Certified Application Specialist

Timeline

Customer Service Rep

Itel
04.2021 - Current

Subject Matter Expert

ITEL
04.2021 - Current

Operations Supervisor

Hilton
04.2021 - Current

Reservations Clerk

Coconut Bay Resort and Spa
12.2007 - 06.2020

High School Diploma -

Vieux-Fort Comprehensive Secondary School

Similar Profiles

CREATE PROFILE
Shelisa St Catherine