Patrice Menita Gardiner

 PATRICE M GARDINER 29 Gill Street Belize City Belize--   CUSTOMER SERVICE REP FOR 10 YEARS' AND EXPERIENCE IN SALES Polished, professional customer service rep offering: 10 years of experience providing customer support in busy in environments for public utility and insurance industry employers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.  EXPERIENCE Customer Service Representative Diamonds International LTD Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Key Accomplishments:- Managed a high-volume workload within a deadline-driven environment. Meet performance benchmarks in all areas (speed, accuracy, volume). Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees. Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Philip Palacio Law Firm In 2011, I Handled and typed briefs for Mr Palacio and Mr Hubert Elrington SC I Maintained the multi-line telephone system and received all inbound calls.  Greeted all lawyers and clients coming to the firm in a professional manner.  Monitored the calendar of activities for the firm and booked the conference rooms according to the same. Prepared the necessary documents and made entries to the data management systems accordingly. Maintained an inventory of the office supplies and made purchase orders for the same.  Administered all the faxes, mails and emails to the office.  Key Accomplishments: • Schedule customer bookings and guide them about available rooms and suites. • Greet the customers courteously and cater for their special requests, needs and complaints. • Oversee maintenance of the reception and waiting area. • Coordinate customer payments and billing. Customer Service Agent Universal BPO Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling techniques to provide leads for telesales personnel.  Key Accomplishments: Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2012. Ranking was based on accuracy, customer service, duration of calls and availability. Co-developed on-the-job training program that reduced training time from eight weeks to five. Contributed to an 8% sales increase in 2012 by improving lead-generation and sales-tracking techniques.  After 6 months got promoted to QA Sup (Quality Analyst Supervisor) Bethel Communication Belize City Belize Handling incoming calls from international clients managing account Consulting with other managers and helping the agents grow more effectively in a powerful yet approachable way Key Accomplishments: Four months after hire date became first team lead of the business One month after that became FULL on call supervisor managing above 40 employees Helped with QA and other duties and roles of the job Help grow the business in an significant way Contributed to 100% sales increase in the campaigns generated EDUCATION Wesley Upper Completed five 4 primary level studies – Wesley College Completed four years Studies in business admin University of Belize 1 year studied in Business admin and Social work. References Rhonda Burgess Orlin Young JR Delisa Hamilton