Carissa Mahabir Francis
Chaguanas
Summary
Dynamic customer service professional with 5+ years of experience in enhancing client satisfaction. Expertise in effective communication and empathy towards diverse clientele. Committed to achieving results and fostering positive interactions in both virtual and in-person settings.
Overview
9
9
years of professional experience
Work History
Virtual Administrative Assistant
Wieat Technologies Limited
Port-of-Spain, Trinidad And Tobago
06.2022 - Current
- Analyzed customer service data trends to identify improvement areas and enhance client experience.
- Tracked metrics like call volume and response times to assess performance against goals.
- Resolved customer complaints promptly while adhering to industry regulations.
- Provided personalized customer support through phone, email, and chat channels.
- Processed orders, returns, and exchanges efficiently, maintaining high service standards.
- Developed strategies to boost customer satisfaction ratings through effective process improvements.
- Coordinated with internal teams for timely delivery of solutions aligned with client needs.
- Managed onboarding process for new clients, ensuring accurate and timely completion of documentation.
Human Resource Office Clerk - Retrenched
Chief Brand Products
Chaguanas , Trinidad And Tobago
03.2021 - 04.2021
- Developed forms and maintained filing systems to store confidential client information securely.
- Organized office supplies and maintained an inventory of stock items.
- Collaborated with other departments to ensure smooth operations across all areas of the business.
- Greeted customers, answered inquiries, and directed them to the appropriate department.
- Created spreadsheets using Microsoft Excel for tracking data and creating reports.
- Scanned documents into computer system for storage purposes.
- Answered phone calls in a professional manner and transferred calls accordingly.
- Provided administrative support such as typing documents, filing paperwork, photocopying, scanning documents, and faxing documents.
- Directed clients and guests to correct departments, rooms, and staff members.
- Utilized office equipment such as printers, copiers, and fax machines efficiently.
- Responded promptly to inquiries from applicants regarding job openings or application status.
- Reviewed resumes and applications for accuracy and completeness.
- Collaborated with Human Resources team members in the development of recruitment processes.
Switchboard Operator- Retrenched
Ansa Motors
12.2019 - 03.2020
- Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
- Provided customer service support by responding to inquiries, complaints and requests for information.
- Greeted visitors in a professional manner when they arrived at the switchboard station.
- Routed emergency calls to the appropriate department or personnel.
- Maintained knowledge of current office events and staff members' locations for callers inquiring about them.
- Operated multi-line telephone system to answer incoming calls, determine purpose of callers, and forward calls to appropriate personnel or department.
- Handled confidential information with discretion and professionalism.
- Responded efficiently to email inquiries regarding company policies and services provided.
- Performed general administrative duties such as filing documents, photocopying materials.
Promoter
West Indian Traders Limited
09.2019 - 12.2019
- Cultivated relationships with potential customers through direct communication and networking activities.
- Provided feedback to clients on the effectiveness of their marketing campaigns.
- Maintained up-to-date knowledge of industry trends and developments related to company's products or services.
- Worked independently with minimal supervision, taking ownership for assignments.
- Handled rejection professionally and maintained calm demeanor in difficult situations.
- Established and enforced sales goals to boost team success.
- Created welcoming environment to entice customers to sample products.
- Presented professional appearance to produce tangible, positive impact.
- Utilized effective listening and communication skills to reassure prospects and help each make wise buying decisions.
- Developed promotional materials, including flyers and brochures, to increase brand awareness.
Customer Service Representative
Evolution Fitness Center
Chaguanas
03.2016 - 03.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
Education
AA Criminal Justice (part-time) -
College of Science, Technology And Applied Arts of Trinidad And Tobago
Port-of-Spain09-2025
High School Diploma -
St. Francois Girl's College
06-2012
Skills
- Security Awareness Training A-VI/6-1
- Microsoft Office Suites
- Customer relations and communications
Accomplishments
- Security Awareness Training A-VI/6-1
- Microsoft Office Suite
- Placed 2nd in Clinton Sammy Classic 27th Annual Bodybuilding Show - 2018
- Top Model Trinidad semifinalist - 2015
- World of Work Internship - July 2011
Extracurricular Activities
Networking Hiking Swimming Weight Training Latin Dancing Modeling
References
- Mrs. Aretha Romany, Manager, Wieat Technologies Limited, 688-2168
- Nylah N. Mohammed, Human Resources Clerk 2, 665-5001
- Mrs. Chandra Mongroo, Evolution Fitness Center, 1 868 763-5106
- Mr. Riad Shakeer, Managing Director PRIORITY HOLDING LTD, 665-8119
- Mrs. Joyce Ali, Retired Vice Principal Lakshmi Girls' Hindu College, 1868 640-1268
Personal Information
Date of Birth: 08/05/94
Languages
English
First Language
Timeline
Virtual Administrative Assistant
Wieat Technologies Limited
06.2022 - Current
Human Resource Office Clerk - Retrenched
Chief Brand Products
03.2021 - 04.2021
Switchboard Operator- Retrenched
Ansa Motors
12.2019 - 03.2020
Promoter
West Indian Traders Limited
09.2019 - 12.2019
Customer Service Representative
Evolution Fitness Center
03.2016 - 03.2019
AA Criminal Justice (part-time) -
College of Science, Technology And Applied Arts of Trinidad And Tobago
High School Diploma -
St. Francois Girl's College
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