Summary
Overview
Work History
Education
Skills
References
Positionwanted
Interests
Timeline
Generic

Florentina Garcia

Customer Service Representative
669 HummingBird St Trial Farm ,OW

Summary

Motivated individual with a strong commitment to upholding moral values. Driven by a desire to excel in all endeavors, consistently striving for personal and professional growth. Possesses a positive attitude and a dedication to achieving success. Eager to contribute skills and expertise to make a meaningful impact in the workplace.

Overview

2025
2025
years of professional experience
6
6
years of post-secondary education

Work History

Lead Agent Customer Representative

The Office Gurus Limited
Belmopan, Cayo District
8 2021 - Current
  • Currently working from home
  • Conducted regular performance reviews, setting achievable targets and motivating agents towards continuous growth.
  • Oversaw daily operations within the team, ensuring smooth workflows and efficient task completion.
  • Developed successful sales strategies for increased revenue and customer satisfaction.
  • Effectively managed complex client issues, working closely with all stakeholders to reach a satisfactory resolution.
  • Managed a team of agents, providing guidance and support to achieve performance goals.
  • Actively participated in industry conferences or seminars as a representative of the company, expanding our network within the sector while staying informed about emerging trends and best practices.
  • Enhanced team productivity by implementing efficient work processes and streamlining communication.
  • Collaborated with cross-functional teams to improve overall business operations and customer experience.
  • Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
  • Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
  • Worked closely with senior management on strategic planning efforts that contributed significantly toward meeting organizational objectives.
  • Analyzed data trends to identify potential areas for growth or improvement within the department or organization as a whole.
  • Implemented innovative solutions that led to enhanced operational efficiency and reduced costs for the company.
  • Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
  • Balanced multiple competing priorities within tight deadlines during peak periods without compromising on attention-to-detail or responsiveness.
  • Contributed to the development of departmental strategies aimed at enhancing the overall customer experience.
  • Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
  • Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team's collective growth.
  • Cultivated lasting relationships with clients by providing personalized solutions to their needs and concerns.
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assist customer through emails and chat support.
  • Response to in-app feedback.
  • Multiple calls per day.

Customer Representative

W.S.K
Orange Walk, Orange Walk District
10.2018 - 11.2019
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Assisted customers in navigating company website features, leading to increased online sales conversions.
  • Contributed to the development of departmental strategies aimed at enhancing the overall customer experience.
  • Collaborated with team members to create a positive work environment, resulting in higher employee retention rates.
  • Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Cross-trained and backed up other customer service managers.
  • Trained new personnel regarding company operations, policies and services.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
  • Participated in ongoing professional development opportunities to stay current on best practices and industry trends.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team's collective growth.
  • Dispatcher

Data Entry Clerk

Belize Bank
Belize City, Belize District
01.2013 - 04.2013
  • Completed data entry tasks with accuracy and efficiency.
  • Organized, sorted, and checked input data against original documents.
  • Sorted documents and maintained organized filing process.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Followed established procedures to enter and process data correctly.
  • Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
  • Maintained confidentiality and security of all information, ensuring compliance with data protection regulations.
  • Contributed to customer satisfaction, resolving inquiries and issues with prompt data retrieval.
  • Used computer software to store and retrieve data.
  • Followed data entry protocols, rules and regulations.
  • Checked for accuracy by verifying data and records.
  • Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.

Customer Representative

Ready Call Centre
09.2009 - 12.2010
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
  • Balanced multiple competing priorities within tight deadlines during peak periods without compromising on attention-to-detail or responsiveness.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Assisted customers in navigating company website features, leading to increased online sales conversions.
  • Contributed to the development of departmental strategies aimed at enhancing the overall customer experience.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
  • Assigned and designated job territories to customer care staff according to performance and history.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team's collective growth.
  • Cultivated lasting relationships with clients by providing personalized solutions to their needs and concerns.

Cashier

Shell
Ladyville, Belize District
1 2008 - 4 2008
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Welcomed customers and helped determine their needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Addressed customer needs and made product recommendations to increase sales.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Answered questions about store policies and addressed customer concerns.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Restocked and organized merchandise in front lanes.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Stocked, tagged and displayed merchandise as required.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Developed rapport and fostered brand loyalty by offering personalized service.
  • Facilitated smoother checkout process, trained new employees on POS systems.
  • Fostered positive customer relations by resolving complaints and inquiries promptly.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
  • Ensured accuracy in financial transactions, reconciled cash with receipts daily.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.

Education

High School Diploma -

St. John’s Extension
Belize City, Belize
09.2008 - 05.2009

Certificate - Customer Service

Belize Training And Employment Centre
Belize City, Belize
05.2019 - 05.2019

Associate degree - Early Childhood Education

University of Belize
Belmopan, Belize
06.2019 - Current

Skills

Decision-making capabilities

Negotiation Techniques

Task Delegation

Compliance Management

Problem-solving skills

Customer service and care

Positive Attitude

Critical Thinking

Organizational Skills

Flexible Schedule

Multitasking

Self Motivation

References

  • Ms Stephanie Vasquesz, 604-2261, Team Leader
  • Mrs. Gabriela Murrillo, 635-7435, Current Team Leader
  • ShellyMae Barrow, 654-6754, Current Team Leader

Positionwanted

Lead Agent Customer Service

Interests

Continuous Learning

Team Motivations

Timeline

Associate degree - Early Childhood Education

University of Belize
06.2019 - Current

Certificate - Customer Service

Belize Training And Employment Centre
05.2019 - 05.2019

Customer Representative

W.S.K
10.2018 - 11.2019

Data Entry Clerk

Belize Bank
01.2013 - 04.2013

Customer Representative

Ready Call Centre
09.2009 - 12.2010

High School Diploma -

St. John’s Extension
09.2008 - 05.2009

Lead Agent Customer Representative

The Office Gurus Limited
8 2021 - Current

Cashier

Shell
1 2008 - 4 2008

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Florentina GarciaCustomer Service Representative