FAITH HOLMES
Staunton
Summary
Enthusiastic Training Specialist, passionate about changing lives and making workplaces safer, healthier, and happier. Committed to continuous improvement. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
Work History
Training Specialist
The Hershey Company
Stuarts Draft
03.2023 - Current
- Collaborated with management to align training programs with business goals.
- Monitored participant progress and provided support during training courses.
- Provided ongoing coaching and mentoring services to help learners improve their skillsets.
- Assisted in creating an effective onboarding program for new employees.
- Supporting Line 21 for any positions that need to be filled.
Customer Experience Specialist
Avocado Green Brands
California
08.2021 - 08.2022
- Delivering exceptional service and developing lasting relationships with customers via Avocado Green Brands channels for communication - phone, emails and live chats.
- Maintain knowledge of all Avocado Green Brands products.
- Troubleshoot and resolve customer issues with the utmost care and respect by listening to their problems and offering creative resolutions.
- Consistently deliver personalized service while meeting quality and productivity goals.
- Share customer feedback and information with other team members and leaders in order to continuously improve and evolve the customer experience.
- Contribute to an empathetic, positive and energetic team culture.
Customer Service Specialist
Lingo Networks
Staunton
01.2021 - 07.2021
- Assist customer with any internet and telephone troubleshooting.
- Provides timely feedback to the company regarding service interruptions or customer concerns.
- Accurately document customer inquiries and service requests through the ticketing system.
- Explains bills for any disputes.
- Sends contracts and creates an account for the customer for new customers.
- Uses consultative techniques to understand customer needs and make strategic referrals to business partners.
- Provides primary customer support to internal and external customers.
- Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating positive experience.
- Handles over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and canceling services.
- Record customer information within our customer service database.
- Engage with clients in a friendly and professional manner while actively listening to their concerns.
- Offer support and solutions to customers in accordance with the company's customer service policies.
Customer Experience Specialist (Airbnb Account)
Teledirect Telecommerce
Philippines
04.2018 - 07.2019
- Respond professionally to inbound phone calls including urgent situations.
- Identify and escalate issues appropriately.
- Proactively and independently work to meet targets and goals and individual metrics.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintained extensive knowledge of company products to recommend items that aligned with customer needs.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service
- Met all customer call guidelines including service levels, handle time and productivity.
Customer Service /Sales Executive Dubai
Etisalat UAE
Dubai UAE
04.2016 - 07.2017
- Ensure to collect overdue bills and meet monthly goals.
- Contributes to team efforts by accomplishing excellent results as needed.
- Contributes to team efforts by accomplishing excellent results as needed.
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Helped customers locate products and checked the store system for merchandise at another branch.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Leveraged electronic testing equipment to diagnose and solve telecommunications issues and maintained records of systems performance,operations and equipment inventory.
Credit Risk Analyst/Customer Service
Teletech (Telstra Australia)
Philippines
07.2012 - 04.2016
- Reviewed and verified income, credit reports and employment histories for each borrower or businesses applying for service.
- Assessed credit risk and analyzed financial statements.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Contact customers and request financial documentation.
- Offers payment plans with customers, achieving sales and cash flow objectives.
- Reconciled customer accounts to identify delinquencies or disputes, documenting root causes.
Education
High School Diploma -
Malabang National High School
Philippines04.2005
Bachelor of Arts - Major in Filipino
Mindanao State Universit- MSU IIT
Philippines, PhilippinesSkills
- Typing speed 30-50 WPM
- De-escalation techniques
- Customer service
- Customer needs assessment
- Microsoft Office Word and Excel
- Call documentation
- Order processing and refunds
- Live chat support
- Call metrics analysis
- Refunds and returns management
- Chat communication skills
- Telephone etiquette
- Communication skills
Languages
Education and Training
other
Character Reference
- Lauren Dyer ( Previous Avocado Green Manager) email: laurendyer1433@gmail.com. phone #: 706-781-5235
- Vaishali Shah -(SME Avocado Green). email : vaishushah29@gmail.com. phone #: 909-719-6902
- Mae Beasley - Friend email: Mae.Beasley1@gmail.com phone #: 540-383-2741
- Cassandra Baryk (Previous Coworker Avocado Green Mattress) phone number: 910-800-1826
References
References available upon request.
Timeline
Training Specialist
The Hershey Company
03.2023 - Current
Customer Experience Specialist
Avocado Green Brands
08.2021 - 08.2022
Customer Service Specialist
Lingo Networks
01.2021 - 07.2021
Customer Experience Specialist (Airbnb Account)
Teledirect Telecommerce
04.2018 - 07.2019
Customer Service /Sales Executive Dubai
Etisalat UAE
04.2016 - 07.2017
Credit Risk Analyst/Customer Service
Teletech (Telstra Australia)
07.2012 - 04.2016
High School Diploma -
Malabang National High School
Bachelor of Arts - Major in Filipino
Mindanao State Universit- MSU IIT