Abigail Chase
St. George,08
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Lofoten Services
02.2024 - Current
- Responded to customer emails with accurate product and service information.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Performed data entry of customer orders into the company's order management system.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Answered incoming customer inquiries regarding product and service information.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
Spa Therapist/ Front Desk
The Crane hotel (Serenity Spa)
11.2021 - 03.2023
- Adhered to ethical standards when dealing with clients' personal information or concerns.
- Assisted clients with selecting the best spa services for their individual needs.
- Performed massage treatments including Swedish, deep tissue and aromatherapy techniques.
- Remained current on new products and procedures offered at the spa.
- Managed inventory of supplies needed for all spa services.
- Offered advice regarding home care products suitable for each customer's skin type or condition.
- Maintained records of client treatments and progress.
- Recommended additional services based on customer's needs.
- Ensured that all equipment was properly cleaned and sterilized before use.
- Managed bookings in accordance with company policies.
- Maintained professional standards of hygiene and cleanliness in the spa environment.
- Provided body wraps, scrubs, hot stone therapy, reflexology or other specialized treatments as requested by customers.
- Provided facial treatments such as cleansing, exfoliation and moisturizing.
- Collaborated with other team members to create a positive experience for guests.
- Educated clients on skin care procedures and products.
- Answered multi-line phone, returned clients calls and scheduled appointments.
- Relaxed clients with facial and body massages, aromatherapy and soothing environments.
- Kept detailed records of client preferences, skin and products to provide seamless service.
Spa Therapist/ Spa Reception
The Zen Room Spa , Infinity Hotel
11.2019 - 01.2021
- Recommended additional services based on customer's needs.
- Demonstrated knowledge of anatomy, physiology and pathology to ensure safety during treatments.
- Assisted clients with selecting the best spa services for their individual needs.
- Managed bookings in accordance with company policies.
- Collaborated with other team members to create a positive experience for guests.
- Developed customized treatment plans for each client's specific needs and goals.
- Ensured that all equipment was properly cleaned and sterilized before use.
- Maintained records of client treatments and progress.
- Remained current on new products and procedures offered at the spa.
- Adhered to ethical standards when dealing with clients' personal information or concerns.
- Conducted consultations with clients to assess their skin type and condition prior to providing any treatment.
- Managed inventory of supplies needed for all spa services.
- Instructed clients on how to apply make-up to achieve desired look.
- Relaxed clients with facial and body massages, aromatherapy and soothing environments.
- Monitored product freshness, appearance, and cleanliness to improve quality control.
- Assessed client needs and recommended skin care and anti-aging products.
Customer Support
KM2 Solutions
St.Michael Barbados
06.2018 - 11.2019
- Provided telephone and email customer support for complex technical inquiries.
- Provided customer support services to ensure proper utilization of microcomputer systems.
- Provided customer support regarding shipment status updates and other inquiries.
- Assisted with customer support services, e-mail and inbound calling for organizations.
- Provided customer support, including responding to inquiries and resolving issues.
- Developed and delivered training programs for new customer support staff.
- Delivered customer support to high call load each shift.
- Prepared reports summarizing customer support activities on a regular basis.
- Assisted with developing policies and procedures related to providing excellent customer support.
- Created detailed documentation outlining system configurations and processes for customer support teams.
- Documented customer support requests and resolutions in a timely manner.
Shop Assistant
Tony's Place
St. James
05.2015 - 06.2018
- Assisted in maintaining store appearance by stocking shelves, organizing displays, and ensuring cleanliness of the shop floor.
- Answered phone inquiries regarding store hours, product availability, pricing.
- Conducted regular inventory checks to ensure accurate stock levels.
- Performed opening, closing procedures for the store including counting money in cash drawers at start, end of shifts.
- Provided information about products and services to customers.
- Ensured compliance with safety regulations when handling hazardous materials or equipment.
- Maintained accurate inventory levels through regular stock checks.
- Processed returns, exchanges, refunds, layaways, special orders and warranties according to company policy.
- Organized merchandise on display racks according to established guidelines.
- Greeted customers and provided assistance with product selection.
- Handled incoming shipments and ensured that all items were properly tagged and priced before placing them on shelves or counters for sale.
- Assisted in training new employees on standard operating procedures within the store environment.
- Operated the cash register to process customer purchases accurately and efficiently.
- Maintained work area organization and cleanliness to uphold production levels and safety standards.
- Maintained up-to-date knowledge of current sales promotions and advertisements.
- Brought customer issues to immediate attention of supervisor to achieve quick resolutions.
- Completed basic and semi-skilled work using available tools and facilities.
- Maintained ideal stock levels of work supplies for shop needs.
- Helped shop personnel complete assignments.
- Bagged or packaged purchases and wrapped gifts.
- Prepared merchandise for purchase or rental.
- Maintained knowledge of sales and promotions, return policies and security practices.
Education
Real Estate and Property Management -
Open Campus
04.2022
Certificate in Quickbooks -
3 months course
08.2021
Certificate Massage Therapy -
Career Development Institute
11.2018
General Nursing -
Barbados Community College
08.2015
7 7 CXC Certificates -
Lester Vaughan Secondary School
06.2011
Skills
- Account Management
- Customer Retention
- Complaint resolution
- Customer Order Management
- Customer Relations
- Customer Service
- Customer Relationship Management (CRM)
- Problem Resolution
- Project Management
- Telephone Etiquette
- Good communication skills
- CRM Software
- Customer Relationship Management
- Conflict Mediation
- Senior leadership support
- Call Centers
- Schedule mastery
- De-Escalation Techniques
References
- Jeff Holder, 2667714, Accountant, Sandy lane
- Orlando Chase, 2856281
Languages
English
First Language
Affiliations
- Hiking
- playing the piano
- writing poems and music
- reading
Certification
- Associate Degree General Nursing
- Diploma Massage therapy
References
References available upon request.
Timeline
Customer Service Specialist
Lofoten Services
02.2024 - Current
Spa Therapist/ Front Desk
The Crane hotel (Serenity Spa)
11.2021 - 03.2023
Spa Therapist/ Spa Reception
The Zen Room Spa , Infinity Hotel
11.2019 - 01.2021
Customer Support
KM2 Solutions
06.2018 - 11.2019
Shop Assistant
Tony's Place
05.2015 - 06.2018
Real Estate and Property Management -
Open Campus
Certificate in Quickbooks -
3 months course
Certificate Massage Therapy -
Career Development Institute
General Nursing -
Barbados Community College
7 7 CXC Certificates -
Lester Vaughan Secondary School
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