Cassandra Seaton
Customer Service Representative
Chaguanas
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
41
41
years of professional experience
9
9
Certifications
Work History
Acting Workforce Management Administrator Supervisor
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
1 2019 - 1 2022
- Collecting and analyzing data on scorecards and Key Performance Indicators (KPIs) to benefit end users
- Preparing daily reports on the SURE PAY Customer Payment System for submission to Customer Service Representatives and vendors
- Compiling monthly reports, including Agent Performance Reports, Wireless to the Home or Business Reports (WTTX), and CARHUB Reports analyzing customers using modems in vehicles
- Revising Ad Hoc Reports, such as call volume analysis, call interval reports, call arrival patterns, staffing analysis, discount level service reports, and Agentless Campaign Reports
- Conducting real-time management by monitoring call queues to ensure compliance with required service levels
- Ensuring the accuracy of agent schedules and operationalization assignments and skills
- Assigning licenses to agents as necessary
- Managing workforce distribution by assigning responsibilities for emails, chats, and calls to meet service level agreements
- Collecting, reviewing, and analyzing attendance and punctuality reports for staff
- Completing yearly appraisals for agents
- Generating monthly performance reports and updating agent files accordingly
- Providing and updating daily and monthly attendance and punctuality reports for supervisors and managers
Customer Service Advocate
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
2018.01 - 2022.01
- Preparing Ad Hoc Reports, including call volume analysis, call interval reports, call arrival patterns, staffing analysis, discount level service reports, and Agentless Campaign Reports
- Scheduling agents and assigning or adjusting their skills, as well as assigning licenses to ensure optimal performance
- Managing the workforce across emails, chats, and calls to meet established service levels
- Generating reports related to scorecards, real-time management, SURE PAY, Ad Hoc Reports, and Agentless Campaign Reports
- Providing daily reports on the SURE PAY Customer Payment System for submission to Customer Service Representatives and vendors
- Conducting real-time management by monitoring call queues to ensure they meet the required service levels
ABR Promotion Tobago Project
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
2014.12 - 2015.01
- Providing and updating daily attendance and punctuality reports for management
- Scheduling agents and assigning or adjusting their skills as needed
- Responding to queries and emails related to ABR
- Updating Google Docs with query information
- Coordinating with the ABR team in the Tobago operations department regarding signed-off orders
- Responding to emails promptly and professionally
- Assisting staff with the submission of ABR orders
- Activating ABR orders efficiently
- Scheduling lunch breaks and time off for agents
Customer Service Representative
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
1 2007 - 1 2018
- Processing broadband orders
- Handling all DVBT and IPTV orders
- Activating LTE, BOTA, and hotspot devices
- Providing support to dealers and field sales agents
- Processing commission statements for payments to dealers and field sales agents
- Addressing queries from dealers and field agents across all areas of support
- Reviewing PASS applications submitted by channel partners and field sales agents
- Raising all PDLs and PELs for channel and field sales agents
- Preparing purchase orders and accrual statements
- Preparing payment vouchers for channel and field sales agents
- Offering online support
- Providing ABR support
- Ensuring Bmobile security support
- Serving as acting supervisor
Customer Service Representative
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO
2001.02 - 2006.04
- Updating and maintaining the database and electronic files
- Organizing and shelving library materials
- Registering new patrons
- Purchasing and cataloging new resources
- Managing material records and sending overdue notices
- Checking in and out various library items
- Providing assistance to patrons as needed
- Supporting staff in sourcing materials for patron use
Courier Department/ Mail Room
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO
1981.07 - 2000.03
- Sorting and collating incoming and outgoing mail
- Prioritizing executive correspondence (high priority)
- Weighing mail to determine the correct postage
- Opening mail addressed to office and discarding junk mail
- Recording registered mail
- Utilizing fax and scanning machines for document management
- Time- and date-stamping all incoming and outgoing mail
- Assisting internal staff with completing change of address and mail hold forms
- Handling cash and issuing money orders
Education
Caribbean Examinations Council -
St Martin’s Girls High School
Secondary Entrance Assessment -
Belmont Government Primary School
Skills
- Problem-solving abilities
- Data Entry
- Call center experience
- Time Management
- Customer Service Skills
Certification
AVS - Typist
Activities
- Data Entry and Maintenance
- Information Inputting
- Document and Records Management
- Skilled in Microsoft Word / Excel
- Promoting Brand and Company Identity
- Sales and Upselling
- Customer Service and Assistance
References
- Lesley Swan, Quality Management Advocate, Telecommunications Services of Trinidad and Tobago, +1 (868) 689-5144
- Dustin Ramdeen, Manager,Telecommunications Services of Trinidad and Tobago, +1 (868) 687-3443
- Richard Shade, Belief– Court Marshall, Hall of Justice, +1 (868) 621-2903
Timeline
Customer Service Advocate
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
2018.01 - 2022.01
ABR Promotion Tobago Project
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
2014.12 - 2015.01
Customer Service Representative
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO
2001.02 - 2006.04
Courier Department/ Mail Room
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO
1981.07 - 2000.03
Acting Workforce Management Administrator Supervisor
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
1 2019 - 1 2022
Customer Service Representative
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
1 2007 - 1 2018
Caribbean Examinations Council -
St Martin’s Girls High School
Secondary Entrance Assessment -
Belmont Government Primary School
AVS - Typist
Delta soft
School of Business Computer Science Ltd
TSTT – Business Writing Skills
TSTT – Creating & Keeping Customers
TSTT – Office Safety
Telephone Workers Credit Union – Microsoft Word
Verian – TSTT Basic HSE Training for Industry
Certificate of Participation - Makeup Artistry
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