Aquillia Lawrence

Aquillia Lawrence- |-Summary Experienced Customer Service Representative with over 9 years in the industry, maintaining efforts to enhance customer success and retention. Proven track record of boosting the customer onboarding success rate by 15% and elevating team customer satisfaction to an unprecedented 92%. Accountable for identifying necessary CRM improvements to enhance overall productivity. Core Competencies • • • Verbal and Written Communication Client Management and Retention Customer Relationship Management • Time Management • Attention to Detail • Teamwork and Collaboration • Strategic Thinking • Computer Proficiency • Adaptability Experience Sutherland Global Customer Service Representative 2022 - 2023 • Maintained an average 90% client satisfaction, 80% retention, and 95% resolution rate within the first 6 months. • Maintained meticulous records of reservations and ensure full compliance with industry regulations, achieving a 100% compliance record. • Enhanced client relationships through clear policy communication and travel updates, resulting in a 15% increase in repeat bookings. • Generated valuable insight in cross-functional meetings with co-workers to execute new processes to add to efficiencies. IBEX Global Customer Service Representative 2021 - 2022 • Acknowledged customer needs, and concerns with products or services. • Generated reports to analysed company targets and bearings and implemented a plan of action that increased user experience. • Addressed inbound and outbound calls and interacted with over 200 customers per day over the phone, email, chat, and social media through excellent email etiquette, writing skills, and skilful articulation. Itel BPO Reservation Specialist, 2018 - 2021 • Oversaw logistics operations, ensuring timely tracking and delivery of packages, resulting in a 98% on-time delivery rate. • Maintained effective communication through phone, email, chat, and social media, achieving a 90% customer satisfaction rate. • Efficiently managed scheduling, reducing conflicts by 15% and improving overall time management. • Analysed operational data to identify areas for process improvement, leading to a 10% increase in efficiency. • Generated comprehensive reports to facilitate data-driven decision-making, enhancing overall process effectiveness. Caribbean Maritime University Administrative Assistant University 2015 - 2018 • Conducted orientation sessions for 100+ students, reducing onboarding time by 20%. • Managed a high-volume email inbox, achieving 95% 24-hour response and improving email efficiency by 25% • Implemented streamlined onboarding and scheduling, reducing student registration wait time by 20%. • Offered executive-level administrative support, increasing their productivity by 15%. • Managed executive email efficiently, maintaining a 95% response rate within 24 hours and clear communication channels. Education Caribbean Maritime University BSc. Customs, Immigration and Freight, Forwarding Industrial Engineering - Mechanical Maintenance Donald Quarrie High High School Diploma September 2019 August 2017 June 2015