Antoinette Byfield

Antoinette Byfield -- Hanover JMCHR08 Bold Profile Skills Effective Time Management Written Communication Digital communication Account Management Computer Skills Salesforce CRM Slack Attention to Detail Critical Thinking Customer Service Relationship Building Email Handling Education The University of The People Pasadena, California  •  Expected in 06/2025 Associate of Science : Business Administration Montego Bay Community College Montego Bay  •  06/2017 Diploma in Humanities Certifications Human Resource Management (HRM), Udemy for Business - November- December 2023 Dealing With Difficult Customers, Udemy for Business - November- October 2023 Leadership Development: Leading Self - Self Discovery, Udemy for Business - January-February- Professional Summary Enthusiastic Tenured Customer Service Representative with more than 7 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards. Work History Supportiv - Peer Support Moderator Remote  •  12/2021 - Current Conducted group and individual sessions to provide emotional support and guidance to individuals seeking assistance. Recommended relevant materials and resources to assist clients in understanding emotions and navigating challenging situations, resulting in over 30% increase in client satisfaction. Proactively referred individuals in crisis, experiencing suicidal ideation, or requiring specialized attention to appropriate professional services, ensuring their safety and well-being Vistaprint - Care Phone & Chat Specialist Montego Bay, Jamaica (Remote)  •  07/2019 - 05/2024 Provided comprehensive assistance to customers with inquiries related to designs, products, orders, and website-related matters. Leveraged phone, chat, and email channels to deliver support, resulting in 20% increase in customer query resolution rate. Adeptly navigated customer concerns across various platforms, maintaining high standard of professionalism and efficiency. Ensured prompt resolution of customer queries and issues, resulting in 15% improvement in customer satisfaction ratings. National Pen Company - Credit and Collections Agent Montego Bay, Jamaica  •  11/2018 - 05/2019 Conducted outbound calls to confirm receipt of orders, resulting in 25% decrease in order verification time. Facilitated payment processing, efficiently collecting card and check payments with 95% accuracy rate. Provided remediation assistance to customers experiencing order issues, resulting in 30% decrease in order-related complaints. Assisted customers in setting up payment plans for overdue accounts, demonstrating commitment to addressing financial obligations while maintaining positive customer relations National Pen Company - Outbound Telesales Agent Montego Bay, Jamaica  •  08/2018 - 11/2018 Proactively reached out to potential and existing customers through outbound calls, resulting in 20% increase in customer outreach. Convinced customers to place orders for new products, contributing to 15% increase in sales growth. Offered product design suggestions and recommendations to customers, resulting in 25% increase in customer satisfaction ratings. Contributed to fostering customer relationships and driving product adoption through proactive sales approach and expertise. Itel BPO Smart Solutions - Reservation Sales Specialist Montego Bay, Jamaica  •  09/2017 - 01/2018 Provided comprehensive assistance to customers inquiring about various hotels, resulting in 20% increase in customer satisfaction ratings. Guided customers in selecting vacation accommodation tailored to their preferences, leading to 30% increase in bookings for specific attractions and amenities. Managed hotel bookings efficiently, resulting in 25% decrease in reservation processing time. Collected payments promptly to confirm reservations, ensuring seamless booking process and reducing payment processing errors by 15% VIP Attractions Club Mobay - Customer Service Executive Montego Bay, Jamaica  •  01/2017 - 07/2017 Greeted arriving customers at flight gates, ensuring warm welcome for over 100 passengers per day. Expedited customer passage through immigration, customs, and baggage claim, reducing wait times by 50%. Accompanied customers to relaxation lounge, maintaining comfortable environment for travelers during their transition. Guided customers to transportation services, facilitating seamless transitions for over 50 passengers daily. Enhanced airport experience for travelers by consistently delivering exceptional customer service, resulting in positive feedback from 95% of customers surveyed. Languages English : References Bernetta Kerr- Justice of the Peace,- Dionne Nesbeth,-,- .