Summary
Overview
Work History
Skills
Timeline
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McSteyn Jonhera

Satwa,United Arab Emirates

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Clearwaters
01.2022 - 12.2023
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Sought ways to improve processes and services provided.

Customer Service Representative

Delta Beverages
06.2017 - 01.2019
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative

Disciplesoft
02.2014 - 03.2017
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Created and maintained detailed database to develop promotional sales.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Restaurant Waiter

Pizza Hut
01.2011 - 01.2012
  • Maintained clean and organized dining areas for optimal guest experience.
  • Cultivated warm relationships with regular customers.
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
  • Answered customers' questions, recommended items, and recorded order information.
  • Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
  • Processed cash and credit card transactions accurately, maintaining accountability for all sales revenue generated during shifts.
  • Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
  • Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
  • Utilized time management skills to prioritize tasks effectively during busy shifts, ensuring prompt attention to all guests'' needs.
  • Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
  • Adhered to company guidelines and safety protocols for proper food handling and presentation.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Money handling abilities
  • Conflict Resolution
  • Customer satisfaction measurement
  • De-Escalation Techniques
  • Service standard compliance
  • Record preparation
  • Computer Proficiency

Timeline

Customer Service Representative

Clearwaters
01.2022 - 12.2023

Customer Service Representative

Delta Beverages
06.2017 - 01.2019

Customer Service Representative

Disciplesoft
02.2014 - 03.2017

Restaurant Waiter

Pizza Hut
01.2011 - 01.2012

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McSteyn Jonhera