Leanora Moore
George Town,Cayman Islands
Summary
work in an environment that will provide me with new challenges, so I can allow myself to utilize all my current experiences and assist me reaching my full potential. Flexible Lead Customer Service Representative with 10 years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management. Flexible Lead Customer Service Representative with 25 years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Lead Customer Service Agent
Cayman Airways LTD
George Town
02.2024 - Current
- Answer incoming calls, assist supervisor when needed, make travel reservations, rebook misconnect flights, work on cancelled flights, rebook flights that are affected with delays, rebook cancelled flights, contact passengers about delayed or cancelled flights.
Night Auditor/ Customer Service Agent
Sunset House
390 S. Church St, GT
05.2010 - 01.2013
- Maintain and post a daily balance of all house accounts, retrieve messages, mail and facsimiles for guests as requested, complete the nightly audit of the resort through the computer system, promptly answer the telephone using positive and clear English communication, post charges to guest suites and each house account, maintain suitable information related to each dive group in the hotel, close guest accounts at the time of check out.
Customer Service Agent
Sunshine Suites Resort
1465 Esterley Hwy, WB
04.2007 - 01.2010
- Perform general duties such as photocopying, faxing, reviewing and editing documents, filing and record keeping, responsible for organizing, making and canceling reservations in the system, train new employees in the Front Desk transactions, notify management of any guest or cash concerns without delay, receive calls and transfer to the appropriate departments, sign for and distribute delivered packages, balance cash transactions at the end of each shift, bill at the end of each month, enter accurate data for each customer such as home address, phone numbers, etc.
Cashier/ Customer Service Agent
Kirk's Supermarket
413 Eastern Ave, GT
03.2006 - 03.2007
- Receive payment from customers by cash, debit and credit cards, monitor inventory, assist with the product displays and pricing, maintain records of all transactions, calculate money in cash drawers at the beginning and the ending of shifts to make sure the amount is accurate, receive incoming calls from customers, issue receipts, refunds, credits or change outstanding to customers.
Customer Service Agent/ Switchboard Operator
Westin Casuarina Resort
30620 S. Mile Beach, WB
05.2003 - 01.2005
- Check guests in and out in a timely and courteous manner, offer assistance and general information to guests regarding the services and amenities of the hotel, provide guests fast, friendly and efficient service, be available at any time for guests to deal with their problems and complaints, balance cash at the end of shifts, set wake-up calls for guests on the switchboard, receive and direct all incoming and outgoing calls to guests and to other departments, take Room Service orders from guests.
Education
Office ProceduresP.O.BSocial StudiesTypingEnglish Language
Excelsior Community College
01.2000
Skills
- Excellent Oral & Written Skills
- Data Entry Skills
- Organizational & Planning Skills
- Time Management Abilities
- Customer Service Skills
- Problem-Solving
- Team Work Skills
- Good & Energetic Personality
- Multi-tasking Skills
- Strong Work Ethic
- Administrative Support
- Fast Learner
- Interpersonal Communication
- Customer Service
- Customer Correspondence
- Willingness to Lead
- Positive and Friendly
- Complaint Handling
- Call Management
- Credit Card Processing
- Attention to Detail
- Team Member Training
- Customer Complaint Resolution
- Work Prioritization
- Customer Support
- Multitasking and Organization
- Appointment Scheduling
Certification
- PRIDE Program Certificate
- Exceptional Customer Service Certificate
- American Express Training Certificate
- Manual Training
- Customer Service Emotional intelligence
- Boeing Leadership training
- Boeing training
- Airline training
Languages
English
First Language
References
References available upon request.
Timeline
Lead Customer Service Agent
Cayman Airways LTD
02.2024 - Current
Night Auditor/ Customer Service Agent
Sunset House
05.2010 - 01.2013
Customer Service Agent
Sunshine Suites Resort
04.2007 - 01.2010
Cashier/ Customer Service Agent
Kirk's Supermarket
03.2006 - 03.2007
Customer Service Agent/ Switchboard Operator
Westin Casuarina Resort
05.2003 - 01.2005
Office ProceduresP.O.BSocial StudiesTypingEnglish Language
Excelsior Community College
- PRIDE Program Certificate
- Exceptional Customer Service Certificate
- American Express Training Certificate
- Manual Training
- Customer Service Emotional intelligence
- Boeing Leadership training
- Boeing training
- Airline training
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