Xena Isaac

XENA ISAAC Castries, Saint Lucia 1 --Service-focused Customer Service Representative accustomed to working independently and collaboratively in direct response to customer care and support requirements. Communicates well with others and maintains accurate records. Decisive problem solver with an enthusiastic attitude and desire to please consumers. Dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. WORK EXPERIENCE Customer Support Specialist/Country Support Specialist 06/2022 to 09/2023 Deel San Francisco, CA Holding high levels of professionalism and Deel product knowledge Providing first-line customer support and working on projects to optimize support workflow Delivering world-class customer support Learned the Deel platform and product inside and out Creating customer support documentation and guides Working with business operations team to optimize support workflows Assist with payroll and HR information for specific countries Assist with salary clarification, taxes and breakdowns Assist with healthcare enrollment Customer Service Representative 01/2021 to 04/2022 Greendropship-Eternity Mart Prosper, TX Answered calls or emails from customers and assisted with special requests or resolving complaints Handled live chat inquiries Assisted clients with cancellations, refunds and returns Technical Support De-escalated customer complaints using specialized communication techniques Trained and mentored employees Communicated with clients over phone, email and chat platforms Customer Service Representative 07/2019 to 04/2022 Otscom Bristish Colombia Onboarding of clients Sales Verification (TPV Calls) Installation Scheduling Installation of Equipment in CRM Data Entry Telemarketing Outbound calls Inbound calls Lead Generation Administrative tasks Customer Service Representative/Supervisor 05/2021 to 08/2021 Moving Reservations Sheridan, WY Answer incoming calls and handle customers inquiries Handle emails and live chats Assist with bookings, cancellations and refunds Handle customer complaints Trained and mentored employees Supervise the team and ensure employees follow SOP Coach employees Customer Service Representative 04/2020 to 04/2021 CTEXMarkets Geneva Email and Ticketing Support Appointment Setter/Virtual Assistant Freelance 09/2019 to 01/2021 Private Clients International Finding out if potential clients are interested in products and services, then scheduling a time for Sales Representatives to meet with each potential client Data Entry Placed outbound follow-up calls and sent urgent customer emails on behalf of busy professionals Scheduled meetings and assisted in making travel arrangements Answered incoming calls and directed messages to correct party Handled day-to-day needs and special projects with good multitasking and research skills. Customer Engagement Representative/Concierge 03/2020 to 08/2020 RetireBetterNow Las Vegas, NV Real Estate Appointment Setting Insurance Qualified customers’ interest levels by building trust through conversation and using provided scripts Collected, verified, and input information for accurate recordkeeping. Customer Service Representative 08/2017 to 08/2019 Velox Performance Castries Answer incoming calls, assisting customers with cancellations, refunds and returns Resolved customer inquiries, complaints and issues and used problem-solving techniques to provide solutions Provided email support resolving complaints Trained and mentored employees Managed the Email Team briefly Customer Service Representative/Retention 07/2015 to 08/2017 Arktele Services Castries Collect customer responses, enter data accurately, and code calls appropriately and correctly Manage inbound and outbound calls in a timely manner Identify customers’ needs, clarify information, research issues or concerns and provide solutions and/or alternatives Meet standard quality and performance metrics for supported campaigns Opened and closed accounts and processed applications Answered inbound calls to greet and assist customers with various needs and questions Ensure a high level of customer satisfaction through proactive support and active listening Address customer concerns and provide solutions Educate customers on the value of our services Provide internal feedback on how to improve client retention Met and exceeded daily service quality and performance goals Negotiating with customers to renew contracts and retain business SKILLS Data Entry Live Chat Multitasking Adaptability Attention to Detail Decisive Report generation Patience Persuasive Problem resolution Professionalism Empathy Working independently Teamwork Ticketing Account updating Call center procedures Time Management CRM software Researching Lead generation Basic payroll knowledge EDUCATION University of Technology - Jamaica None Emergency Medical Technician - Basic 04/2013 to 06/2013 Corinth Secondary School High school or equivalent General: English, Mathematics, Social-Studies, Spanish, French, Biology, Chemistry 09/2007 to 06/2012 ADDITIONAL INFORMATION Platforms Used Zendesk Nectar Desk Magento Wordpress Call Center CRM’s and Dashboards Salesforce Achievements ServiceSkills eLearning Certificates Certificate In Telecommunication Certificate in Leadership Course (Duke of Edinburgh’s) ST LUCIA CADET CORPS (Staff Sergeant) As a staff sergeant of the Cadet Corps, I have taken up responsibilities where I had to be admin sergeant and also do data entry and work as a teamI also had responsibilities managing a team of cadets, doing hikes, camping, etc. ensuring that everyone is accounted for and safe.