Kalandra

Kalandra francis Lastic Hill. Castries. St Lucia ·- -4486/- Email ·-High-energy professional who is self-motivation with a background in customer service, demonstrates exceptional communication skills, and makes critical decisions during challenges. An adaptable and transformational leader with an ability to work independently, creating satisfactory results that meet the organisational goals. Experience Jul 2016 – present Customer service team leader and quality annalist , velox performance Answer incoming calls and respond to customer’s emails Management and resolve customer complaints Sell products and place customer orders in the computer systems Identify and escalate issues to managers Provide product and service information to customers Research, identify, and resolve customer complaints using applicable software Process orders, forms, and application Process refunds for cancelled orders Recognize, document, and alert the management team of trends in customer calls Follow up customer calls where necessary Upsell products and services Complete call logs and reports Coaching new employees during calls Implementing reward and recognition strategies for the employees Delegating tasks to team members apr 2013 – jan 2016 sales representative/supervisor, ark tele services Answer incoming calls and respond to customer’s emails Management and resolve customer complaints Sell products and place customer orders in the computer systems Created targets for team members Coached new employees Answered questions from staff and provided guidance and feedback Managed escalated calls and took over calls when required Devised ways to optimize procedures and keep staff motivated sept 2011 – feb 2013 Customer service representative, xerox company kobo Answer incoming calls and respond to customer’s emails Management and resolve customer complaints Sell products and place customer orders in the computer systems Identify and escalate issues to managers Provide product and service information to customers Research, identify, and resolve customer complaints using applicable software Follow up customer calls where necessary Upsell products and services Complete call logs and reports jul 2011 – august 2011 sales representative, avis car rental Ensuring all documentation was in order. Generation of daily and monthly sales reports for business. Servicing of any requests or queries raised by customers. Ensuring all cash transactions were tallied and balanced. Ensuring all returned vehicles were in proper working order before refunding customers. Provision of general guidance and advice to all customers. Upselling the services/products being offered by the company. sept 2009 – Mar 2010 Sales ambassador, colombian emeralds international Presented, promoted and sold the organisation’s products and services Established, developed and maintained positive business and customer relationships Expedited the resolution of customer problems and complaints to maximize satisfaction Achieved agreed sales target and outcomes within schedule oct 2008 – jul 2009 Stockkeeper, jidd stationary Greet inhouse guests Count materials, equipment, merchandise, or supplies in stock Reported discrepancies between physical counts and computer records Developed and improved upon inventory management procedures Stocked and distributed supplies or merchandise Complied reports jul 2005 – aug 2005 Front desk clerk, rendezvouz Answered incoming calls Checked- In arriving guests Made reservations for guest Assisted with guest queries Education sept 2020 – dec 2020 Certificate in emergency medical technician, university of technology jamaica jan 2019 – oct 2020 certificate in health aid studies, sir arthur lewis community college SEPT 2006 – JUL 2008 (GRADUATED) HIGH SCHOOL DIPLOMA, sir Ira Simmons Secondary School CXC Education (Information Technology, English Language, Food & Nutrition, Social Studies, Principles of Business, Mathematics and Office Administration) SEPT 2005 – JUL 2006 CLENDON MASON MEMORIAL SECONDARY SCHOOL studied: Information Technology, English Language, Food & Nutrition, Social Studies, Principles of Business, Mathematics and Office Administration) Skills Computer Literate Social/ people skills Responsible Technical proficiency and understanding Team oriented Problem solving and Flexibility Empathy Customer service Activities Volunteering as an EMT on call (2017 -Present) Locations: The Fire Service in Gros Islet and Castries, St Lucia references Mr. Jeannick Mathurin Supervisor /Team Lead Velox Performance Tel#- Mr. Fabina Lewis Public Utilities Officer Ministry of Infrastructure Tel#- Nekita Joseph Supervisor/Team Velox performance Tel#-