Maleisha Bruce
Georgetown
The supernatural is the natural not yet explained.
Elbert Hubbard
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Agent
Guyana Telephone Telegraph Company
Georgetown, Guyana, Georgetown, GY
02.2020 - Current
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Documented, tracked and monitored customer issues in CRM to foster resolution.
- Troubleshot customer issues using remote access software tools.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Liaised with quality assurance teams to test new software and hardware solutions.
- Updated databases with new and modified customer data.
- Provided top quality control and eliminated downtime to maximize revenue.
Data Entry Analyst
O.G Shippings
Georgetown Guyana
04.2018 - 12.2019
- Verified outdated data and implemented necessary changes to records.
- Reviewed and updated account information in company computer system.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Gathered and documented statistical information to generate reports.
- Stored hard copies of data in organized files to optimize retrieval.
Quality Analyst
Emerge Bpo
Geogertown
03.2016 - 01.2018
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
11.2015
Caribbean Examination Council (CXC):
. English Language- 1
. Principles Of Business- 1
. Office Administration- 2
. Social- Studies- 2
. Mathematics- 3
. English Literature- 3
. Human and Social Biology- 3
TERTIARY
Human Resources Management - New Guyana School
Skills
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Creative Problem Solving
- Upbeat and Positive Personality
- Multitasking and Prioritization
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Data Entry
- Computer Skills
- Inbound and Outbound Calling
- Computer Proficiency
- Time Management
- High-quality customer service
- Customer-driven diagnostics
- Customer experience management
- Agent support
- Customer service abilities
Certification
Certificates achieved for the following:
. Information Security Training
. IT Risk PCI Training
. A Safe Work Place- OSHA
. Health and Safety In the work place
. Fire Safety and Prevention
.Anti-Bribery and Corruption
Date of Birth
- 23.02.1998
Affiliations
- Guyana Telephone Telegraph Company- Toastmasters Club
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Agent - Guyana Telephone Telegraph Company
02.2020 - Current
Data Entry Analyst - O.G Shippings
04.2018 - 12.2019
Quality Analyst - Emerge Bpo
03.2016 - 01.2018
Chase Academic Foundation - High School Diploma,
Certificates achieved for the following:
. Information Security Training
. IT Risk PCI Training
. A Safe Work Place- OSHA
. Health and Safety In the work place
. Fire Safety and Prevention
.Anti-Bribery and Corruption
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