Wendolyn Wagstaff

WENDOLYN WAGSTAFF CO N TACT PROFESSIONAL SUMMARY Meadows of Irwin, Montego Bay Dedicated and results-driven Customer Service Representative with over 14 years of experience in delivering exceptional support across various industries, including hospitality, forex trading, ecommerce, and freelance services. Proven expertise in managing customer inquiries, resolving issues, and enhancing user experiences through effective communication and problem-solving skills. Adept at using a wide range of CRM and support tools, such as ZenDesk, FreshDesk, Kayako, and Reamazed, to efficiently handle high volumes of customer interactions. Recognized for providing personalized and timely assistance, maintaining high levels of customer satisfaction, and fostering strong client relationships. A proactive team player with a passion for continuous learning and improvement, always aiming to contribute to operational success in fast-paced, dynamic environments. -- SKILLS • • • • • • • • • • • • • • • Customer Service Skills Sales Skills Critical thinking Analytical Skills Team Player Problem-solving Skills Adaptability Excellent Communication Time Management Energetic Attention to detail Organize Complaint Handling Strong interpersonal skills Effective Planning WORK EXPERIENCE Steven Land | Online Remote, Part-time • June 2020 - October 2024 Customer Service Representative/Shopify Support • Customer Inquiry & Issue Resolution: Addressed and resolved customer inquiries, complaints, and issues via email, social media, and chat platforms, delivering prompt and insightful solutions. • Product Knowledge: Developed comprehensive knowledge of the product line to assist customers with selecting the best products for their needs. • Order Management: Processed replacement orders for missing or returned packages, manually issued refunds for returned or out-of-stock items, and filed claims for missing packages. • Returns & Refunds: Created return labels and monitored the Return Center to track returned packages; manually processed refunds when applicable. Customer Reviews & Feedback: Tracked and responded to customer reviews and questions using Stamped.io, ensuring timely and thoughtful feedback. Chargeback Management: Submitted detailed responses to chargeback disputes to protect the business from losses. CRM Documentation: Maintained accurate and detailed records in CRM systems to track customer interactions, ensuring seamless follow-up and future reference. Data Entry & Product Management: Performed data entry tasks in Shopify, including adding and editing products, uploading images, and managing inventory. Content Creation: Created compelling product descriptions to enhance the customer shopping experience and drive sales. • • • • • Fiverr Freelancing | Online Remote, Part-time July 2018 - October 2024 • Multi-talented Freelancer • • • • • • • • • Virtual Assistant: Efficiently managed administrative tasks, including scheduling, email correspondence, and customer support for businesses and individuals. Customer Support Agent: Delivered top-tier support via phone, email, social media, and chat platforms, resolving customer inquiries, complaints, and technical issues. Transcriptionist: Accurately transcribed audio and video content into written format, ensuring grammatical correctness and attention to detail. Audio & Video Editor: Edited audio and video files to meet client specifications, including trimming, merging, and optimizing sound and visual quality. Telephone Operator: Handled inbound and outbound calls, managing inquiries, directing calls, and providing customer assistance. File Conversions: Converted files across various formats, ensuring compatibility for client use in different platforms and software. Proofreader: Provided high-quality proofreading services, correcting grammatical errors, improving clarity, and ensuring consistent tone and style. Web Researcher: Conducted thorough online research, gathering accurate data and insights to assist with decision-making, content creation, and market analysis. Data Entry Clerk (Online & Offline): Performed data entry with speed and precision, managing databases, updating records, and ensuring data accuracy. • Shopify Data Entry: Managed product listings, inventory adjustments, and product descriptions in Shopify, ensuring accuracy and optimal presentation for e-commerce. Couples Resorts Reservations Call Center | Montego Bay, Saint James • June 2019 - July 2020 Quality Assurance Representative • • • • • • • • Processed discrepancy emails and reports Loaded new rates, close-outs and promotions into all reservation systems Processed Travel Agent Commissions for all hotels Followed up and collected payments due from selected Tour Operators, Travel Agents and Guests Processed refund when necessary Assisted with various reservation tasks in peak periods Ensured quality standards are consistently met in all reservations processes Prioritized work to meet deadlines Couples Resorts Reservations Call Center | Montego Bay, Saint James • August 2013 - June 2019 Sales/Reservations Agent • • • • • • • • • • • Responded to all Customer queries received via email, fax, telephone, online live chat and tickets Communicated all guests' related matters to Couples Resorts Airport representatives and Resort staff Answered both internal and external calls Received and processed reservations accurately from Tour Operators, Travel Agents and Direct Sales Provided quotations for rooms, amenities and services and process payments accordingly Provided support to the resort team and guest with the loyalty program system Prepared weekly projection reports Worked flexibly as I had to work several desk when the need arises Ensured that all contracted Tour Operators' billing terms are adhered to Be constantly aware of all programs and promotions being offered by Couples Resorts Displayed sales techniques –capitalize on every chance to sell rooms and add-on amenities Couples Swept Away Resort Front Office Guest Service Agent • Worked in all areas of Front Office: Front Desk/Reception, Night Auditing, Reservations, Lobby Host/Bell Desk and Telephone Operating (PBX) Couples Swept Away Resort Executive Clerical Assistant • Wrote memorandums, responded to electronic mail and facsimiles, took minutes for meetings, handled incoming calls, prepared reports and other secretarial responsibilities E D U C AT I O N May 2013 Bachelor of Science in Computing (Honours) University of Technology, Jamaica AWARDS • • • Won “Star Performer of the Quarter” October-December 2017 Won “Star Performer of the Quarter” April-June 2015 Won 3rd place for “Top Seller of the Year” for 2014 TRAINING • • Customer Service & Sales - Signature Worldwide Training 2016 Sales Certificate - Ketter Development International Sales Proficiency Training 2015