Pauline Bodie
Freeport,Bahamas
Summary
- 5+ years of experience in Customer Support and Retention roles within the Call Center environment.
- Awarded for Top Performing Agent after hitting 100-110% target rate within consecutive quarterly reviews.
- Highly skilled in Scheduling, Troubleshooting, Customer Support, Documentation, Cash Management, Security and Change management.
- Technical Proficiency with mastery in Microsoft Office 365, G suite by Google and the navigation of Windows and iOS systems.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Good Vibes Only Bar And Lounge
2022.04 - Current
- Coaching employees through day-to-day work and complex problem solving.
- Actively supporting service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developing and maintained strong relationships with customers to maintain brand loyalty and satisfaction.
Customer Service Supervisor
ITELBPO Smart Solutions
2018.06 - 2022.03
- Prepared vacation schedules for 30+ employees and maintained continuous production.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction 48%.
Sales Representative
Lifestyle Holidays Vacation Club
2016.01 - 2017.08
- Collaborated with cross-functional teams to identify and address customer needs, to promote appropriate products and give requested information.
- Recommended complementary purchases to customers and upselling products which increased revenue earned by 65%.
- Built customer loyalty and retention by delivering excellent shopping experiences, achieve a minimum of 110% target rate per quarter.
Sales representative
Call Center Pros
2015.02 - 2015.12
- Managed an average call flow of 80+ calls per days to respond to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns in English and Spanish.
- Maintained up-to-date knowledge of products and services offered.
Education
High School Diploma -
St. Georges High School
Grand Bahama, Bahamas06.2012
Skills
- Workflow Management
- Policy Enforcement
- Delegating Work
- Team Development
- One Call Resolution
- Time Management
- Call Center Operations
- Records Management
- Work Prioritization
- Handling Escalations
- Problem-Solving
- Customer Relations
- Employee Scheduling
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Additional Work Experience
Substitute Spanish Teacher | Lucayan International School | Freeport, Grand Bahama
- Documented student progress and provided regular updates to parents.
- Attended professional meetings, educational conferences or teacher training workshops to improve professional competence.
- Assist students requiring special assistance throughout their learning journey, ensuring timely and effective learning transfer.
Timeline
Customer Service Supervisor
Good Vibes Only Bar And Lounge
2022.04 - Current
Customer Service Supervisor
ITELBPO Smart Solutions
2018.06 - 2022.03
Sales Representative
Lifestyle Holidays Vacation Club
2016.01 - 2017.08
Sales representative
Call Center Pros
2015.02 - 2015.12
High School Diploma -
St. Georges High School
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