Beverly R Thomas
St. John’s
Summary
Experienced professional skilled in enhancing customer interactions and driving customer satisfaction. Proficient in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Demonstrated proficiency in utilizing CRM software, handling inquiries, and providing exceptional service.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Global Management Infrastructure Services
Saint John’s, Antigua and Barbuda
11.2015 - Current
- Demonstrating adept knowledge of company values, products, services and procedures
- Excellent at uncovering clients’ needs by tactful profiling and asking relevant probing questions
- Promptly responding to over 100 customers’ inquiries daily via calls, chats, and emails, accurately assessing their needs and delivering suitable solutions
- Regularly de-escalating irate calls and chats with expert use of empathy, effective communication, and offering solutions
- Reporting inconsistencies with internal policies versus website content
- Often accepting more challenging tasks delegated by team leads which increases flexibility and overall skill sets
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Reduced response time to customer inquiries, achieving more efficient support process.
Customer Service Specialist
Dixie Operations Ltd.
Saint John’s, Antigua and Barbuda
01.2012 - 01.2015
- Investigated and resolved customer technical issues by use of probing strategies and offering suitable troubleshooting steps
- Patiently navigated inexperienced clients through company websites to perform financial transactions which resulted in increased profits
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Managed high call volume while maintaining courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Casino Customer Support Specialist
Call Center Services (Bodog)
Saint John's, Antigua and Barbuda
02.2009 - 05.2012
Junior Associate - General Affairs
Stanford International Bank
Saint John's, Antigua and Barbuda
03.2007 - 01.2009
Customer Service Agent
Caribbean Star Airline
Saint John’s, Antigua and Barbuda
05.2003 - 03.2007
Education
Bachelor of Science - Human Resource Management
The University of The West Indies (Open Campus)
Open Campus04.2020
Diploma -
Antigua State College
Antigua 06.1999
High School Diploma -
Princess Margaret Secondary School
Antigua 06.1997
Skills
- Microsoft Suite
- Fast Learner
- Reliability
- Leadership Skills
- Ability to Work in a Team
- Ability to Work Under Pressure
- Excellent Communication Skills
- Professionalism
- Adaptability
- Problem-solving skills
- Multitasking
Certification
- Anti-Money Laundering: 2015-Present (GMIS)
- Anti-Money Laundering: 2012-2015 (Dixie Operations)
- Anti-Money Laundering: 2009-2012 (Call Center Services)
- Customer Service: 2015-Present (GMIS)
- Customer Service: 2012-2015 (Dixie Operations)
- Customer Service: 2009-2012 (Call Center Services)
- Customer Service: 2003-2007 (Caribbean Star Airlines)
- Dangerous Goods Awareness: 2003-2007 (Caribbean Star Airlines)
- Word Processing/Spreadsheet Analysis/Database Management (Joseph’s Computer)
- Load sheet (Weight and Balance): 2003-2007 (Caribbean Star Airlines)
References
- Ms. Anique Hillaire, 770-1008
- Mrs. Bakesha James, 736-5805
Affiliations
Junior Chamber International (JCI Antigua)
Professional Highlights
- Assisted the training and development team with shadowing and mentoring new hires.
- Coordinated team-building activities which improved collaborations and highlighted team strengths.
- Ensured high levels of satisfaction with event clients.
Timeline
Customer Experience Specialist
Global Management Infrastructure Services
11.2015 - Current
Customer Service Specialist
Dixie Operations Ltd.
01.2012 - 01.2015
Casino Customer Support Specialist
Call Center Services (Bodog)
02.2009 - 05.2012
Junior Associate - General Affairs
Stanford International Bank
03.2007 - 01.2009
Customer Service Agent
Caribbean Star Airline
05.2003 - 03.2007
Bachelor of Science - Human Resource Management
The University of The West Indies (Open Campus)
Diploma -
Antigua State College
High School Diploma -
Princess Margaret Secondary School