Kishmer Laurencin

KISHMER LAURENCIN CUSTOMER SERVICE PROFESSIONAL - - Soufrière, St. Lucia PROFESSIONAL SUMMARY Driven and resourceful professional with 22+ years of experience providing outstanding customer service, maintaining customer retention, and building solid relationships. Proven ability to increase sales, customer satisfaction, and brand loyalty. Seeking to provide my expertise within a growth-driven company. Notably adept in modern and traditional business practices. Multi-faceted Customer Service Professional with expertise in: Customer Service – Sales- Administrative Support- Scheduling- Conflict Resolution – Strategic Planning - Team Leadership- Account Management- Database Management- Problem Solving- Verbal & Written Communication - Process Improvement - Cost Control - Customer Service EXPERIENCE STAY AT HOME PARENT/HOUSE MANAGER2020 – Present Soufrière, St. Lucia Maintaining a clean and organized home daily; administering tasks equally for all household members to maintain order and structure. Implementing meal preparation daily with emphasis on nutrition, conveniency, and overall prep time. Strategically prepare meals and snacks based on child’s schedule. Managing daily schedules; household duties, academics, and after school extracurricular activities, and doctor’s appointments. Provide daily transportation to and from grocery store, doctor’s appointments, retail shopping, and weekend outings. Administer first-aid care as needed. Great knowledge of wound care, proper solutions, medication distribution, and emergency medical procedures. ASSISTANT MANAGER- Ladera Resort & Spa, Soufrière, St. Lucia Managed emails and other correspondence to facilitate communication and enhance business processes. Created expense reports, budgets and filing systems for management team via Excel. Coordinated scheduled and on-demand meetings for management. Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity. Managed scheduling for 1 general manager via Google Calendar. Screened calls and emails and initiated actions to respond or direct messages for managers. HOSTESS/SERVER/BARTENDER2009 – 2015 Ladera Resort & Spa, Soufrière, St. Lucia Seated an average of 100-150 dining guests daily; implemented self-taught strategies to decrease total wait time. Provided patrons with food menus, based on time of service. Suggested items based on dietary restrictions, palate, and occasion. Maintained up to date knowledge of state rules and regulations regarding required age of alcohol consumption, serving requirements and business liability. Organized, cleaned, and sanitized all workspaces, food & beverage serving areas, dining, and bar areas, while adhering to COVID-19 safety standards. Built rapport with customers to determine the best beverage for their tastes’; increased orders by 30% after building relationships with frequent visitors. Prepared hand-crafted beverages to all bar patrons on-demand; prepare and serve an average of 100-150 mixed cocktails each night. SALES ASSOCIATE2000 – 2009 Ladera Resort & Spa, Soufriere, St. Lucia Worked with a team of 3, to efficiently manage and operate all daily operations. Provided immediate solutions to complex customer issues, by utilizing knowledge of company policies, procedures, and standards. Proactively engaged with guests to effectively build rapport, and to maintain customer retention. Responded to customer requests for products, services, and company information in a timely manner. Leveraged sales expertise to promote products and capitalized on upsell opportunities. EDUCATION & CERTIFICATIONS High School Diploma Leon Hess Secondary School, Soufriere, St. Lucia PROFESSIONAL DEVELOPMENT Ed2go.com- Online Courses Sales Training, 2018 Management Training, 2018 Human Resources, 2017 TECHNICAL SKILLS Microsoft Office Suite- Google Suite- Adobe Acrobat- Zoom- POS systems- Calendly- Slack