Keron Cyrillo
Customer Service Advocate
Trincity
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
7
7
Certifications
Work History
CUSTOMER SERVICE
ADVOCATE Telecommunications Services Of Trinidad And Tobago
01.2017 - 05.2022
- Fulfilling airtime purchase order requests from Channel partners/Dealers both Locally and Internationally
- Applying credit to Channel partners' accounts using More Magic (this service was eventually discontinued in 2020) Maintained Account Receivables for Distributors (AR) and ensured timely Invoice delivery
- Sending instructions to the relevant teams to have airtime applied to Distributor accounts
- Reconcile Dealer Bank deposits with TSTT’s finance dept
- (payment for Epins, Scratch Cards & Direct Topup) Resolved all customer scratch card and ETop queries from Distributors, TSTT's Call Center and Bmobile dealer stores
- Required to submit and update Weekly / Monthly ETop up Airtime Distribution Sales Report
- Processed customer ETop Distributor adjustments to maintain accurate customer account balances
- Responded to telephone inquiries and complaints following standard operating procedures
- Referred unresolved customer grievances to designated IT department for further investigation
- Navigated multiple computer systems, applications and utilized search tools to complete daily tasks
- Remained open to feedback from supervisor and peers to build and improve skills set
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Updated and maintained a database with accurate Airtime Distributor information and timely data entry.
CSR/CASH COLLECTIONS Telecommunications Services Of Trinidad And Tobago
01.1999 - 12.2017
- Greeted and informed customers of products, fostering positive store experiences Maintained cash accuracy by working with supervisor to correct deficiencies
- Reconciled and prepared bank deposits
- Delivered service excellence through all points of contact
- Attended training to refresh on current procedures and learn process improvements ..Provided efficient and courteous service to customers
- Enforced store safety and cleanliness standards, reducing hazards
- Built and maintained positive working relationships with co-workers
- Counted cash drawers at beginning of shifts to verify correct amounts
- Processed cash, check and credit cards for customer purchases
- Supervised others and provided on-the-job training
- Provided product information and resolved concerns to assist customers
- Acted as Chief Cash Supervisor when called upon
- Kept periodic balance sheets of amounts and numbers of transactions
- Resolved and de-escalated issues to address customer concerns.
Education
High School Diploma -
Trinity College
CXC -English A - General - II CXC -Mathematics - General- II - undefined
Accounts - General - II CXC -Principles Of Business - undefined
CXC-Caribbean History -General -II CXC-Integrated Science -General-II CXC - undefined
General-II - undefined
Skills
undefined
Certification
Microsoft Access
References
Toreika Merritt-Issac T.S.T.T
Sales Channel Analyst, Channel Support
(868) 688-3624
tamerrit@tstt.co.tt
Frances Simmons T.S.T.T
Former Senior Manager ,Tobago Operations
(868) 735-5638
Timeline
CUSTOMER SERVICE
ADVOCATE Telecommunications Services Of Trinidad And Tobago
01.2017 - 05.2022
CSR/CASH COLLECTIONS Telecommunications Services Of Trinidad And Tobago
01.1999 - 12.2017
High School Diploma -
Trinity College
CXC -English A - General - II CXC -Mathematics - General- II - undefined
Accounts - General - II CXC -Principles Of Business - undefined
CXC-Caribbean History -General -II CXC-Integrated Science -General-II CXC - undefined
General-II - undefined
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