LYNDON HERCULES
Summary
Dynamic Customer Service Representative with extensive experience at TeleCommunication Services of Trinidad and Tobago. Expert in conflict resolution and relationship building, enhanced customer loyalty through empathetic complaint resolution. Proven ability to analyze service metrics and implement strategies, contributing to sales growth and team development. Proficient in Microsoft Excel and call center operations.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
TeleCommunication Services of Trinidad and Tobago
03.2000 - 12.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Monitor calls for the purpose of coaching and ensuring quality
- Gathering data send to various departments important to the running of the call centre.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Education
Associate of Science - BUSINESS MANAGEMENT TECHNICIAN
JOHN S . DONALDSON TECHNICAL INSTITUTE
PORT OF SPAINSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Call center operations
- Scheduling
- Follow-up skills
- Product knowledge
- Appointment scheduling
- Team development
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Staff training
- De-escalation techniques
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Sales expertise
- Assertiveness
- Store maintenance
- Account updating
- Account management
- Spreadsheets
- Stock management
- POS systems expert
- Business development
- System implementation
Timeline
Customer Service Representative
TeleCommunication Services of Trinidad and Tobago
03.2000 - 12.2018
Associate of Science - BUSINESS MANAGEMENT TECHNICIAN
JOHN S . DONALDSON TECHNICAL INSTITUTE
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