Summary
Overview
Work History
Education
Skills
Certification
References
Affiliations
Professional Highlights
Timeline
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Beverly R Thomas

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
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.
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)
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

Education

Bachelor of Science - Human Resource Management

The University of The West Indies (Open Campus)
Open Campus
04.2020

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


  • 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)

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
Beverly R Thomas