Shivannie Stephens-Bonguange
Toronto,ON
Summary
A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level position. Ready to help the team achieve company goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
4
4
Certifications
1
1
Language
Work History
Bartending, Hostest and Waitress
The Real Jerk Restaurant
04.2023 - 01.2024
- Kept server areas clean and stocked to increase efficiency while working tables.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Checked customers' IDs to verify age in compliance with minimum age requirements for consumption of alcoholic beverages.
- Used cash registers and credit card machines to cash out customers.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
Customer Support Representative
ItelInternational
10.2022 - 02.2023
- Take calls
- Place orders
- Raise Returns
- Raise Cancellation
- Raise Replacements/Refund
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Contributed ideas and practical solutions to support process improvement efforts.
Customer Service
Specialty Life Insurance
05.2022 - 08.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Operations Supervisor
Itel BPO
09.2020 - 04.2022
- Provide Technical support
- S.M.E- First Point of Contact
- Meet Daily and Monthly Targets
- Coach and Develop Agents
- Provide emotional support for Agents
- Monitor attendance and punctuality
- Update Schedule and Hours
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Compiled training materials for new employees and tracked skill development.
Sales Representative
Centerfield Media
09.2019 - 09.2020
- Take Inbound Calls
- Send Outbound calls
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained a comprehensive understanding of products, services, and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
Customer Service Rep
Ibex Global
02.2019 - 08.2019
- Take Inbound calls
- Confirm Packages
- Sort Refund
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Representative
Happy Customer
08.2018 - 01.2019
- Sell male products and services
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Used customer insights to develop innovative sales strategies to increase sales.
Education
No Degree - Esthetician
Ethereal Beauty Tech
No Degree - Cosmetology
Heart Beauty Collage
JamaicaNo Degree - N/A
Waterford High School
JamaicaNo Degree - N/A
St Mary’s College
JamaicaSkills
Excellent Customer Service skillsGreat Communication skills (both verbal and written)Accounting and distribution skillsGood Telephone EtiquetteAbility to maneuver several software at onceComputer Literate with proficiency in Microsoft OfficeStrong interpersonal and critical thinking skillsGood prioritizing and organizational skillsCall Volume and Quality MetricsTime ManagementManaging Multiple TasksActive Listening
Certification
Home Allied Health care - Through Udemy
Timeline
Bartending, Hostest and Waitress
The Real Jerk Restaurant
04.2023 - 01.2024
Customer Support Representative
ItelInternational
10.2022 - 02.2023
Customer Service
Specialty Life Insurance
05.2022 - 08.2022
Operations Supervisor
Itel BPO
09.2020 - 04.2022
Sales Representative
Centerfield Media
09.2019 - 09.2020
Customer Service Rep
Ibex Global
02.2019 - 08.2019
Sales Representative
Happy Customer
08.2018 - 01.2019
No Degree - Esthetician
Ethereal Beauty Tech
No Degree - Cosmetology
Heart Beauty Collage
No Degree - N/A
Waterford High School
No Degree - N/A
St Mary’s College