Berline Jusma

Lauderdale Lakes, FL 33309

bjusma@hotmail.com
+1 305 647 8320

Extensive knowledge of standard office operating procedures. 25 years of Customer Service

Experience. Attentive to Detail and Accuracy. Outstanding communication and interpersonal skills.
Fast-learner and work well with others. Strong leader and problem-solver dedicated to streamlining
operations to decrease costs and promote organizational efficiency. Uses independent decision-making
skills and sound judgment to positively impact company success.

Work Experience

Customer Service Representative/Team Training Manager (Remote)

Chewy LLC - Hollywood, FL
June 2015 to June 2023
• Analytical and problem-solving skills
• Multitasking and organizational skills
• Ability to answer a high volume of calls and/or emails daily
• Ability to share work among a customer service team
• Attentiveness, patience, & time-management skills
• Ability to find the positive in any situation Providing introductory information
• Following up with clients or customers to check that they’re still satisfied with any purchases
• Letting customers or clients know about additional products or services
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns
• Troubleshooting common issues with a product or service
• Working with a team of CSRs and other departments to find appropriate solutions interpersonal and
customer service skills
• Responsible for identifying and assessing training needs, creating tailored training plans, and
implementing various training methods to enhance employees' skills and performance.
• Oversee training and development staff.
• Assess employees' needs for training.
• Align training with the organization's goals.
• Create and manage training budgets.
• Develop and implement training programs.
• Review and select training materials from a variety of vendors.

Member Experience Advisor (Remote)

NationsBenefits Healthcare - Plantation, FL
December 2022 to April 2023
• Analytical and problem-solving skills on the Healthcare insurance on different Platform CRM
• Multitasking and organizational skills with Elevance, Aetna, Molina and etc...
• Ability to answer a high volume of calls, chats/ and or emails daily
• Respond swiftly and courteously to all potential customer/members
inquiries
• Utilize interpersonal skills to establish a strong relationship that
allows for direct probing to uncover the member's needs
• Resolve member inquiries at the first point of contact
• Utilize effective sales techniques to influence the member to take
action
• Ability to learn product portfolio quickly and discuss options and
features in detail
• Provide knowledge and in-depth advice for hearing loss and hearing
aids
• Educate members on products or services that will enhance their
quality of life
• Show empathy both in word choice and intonation to all Members
• Strong ability to offer a sales rebuttal that addresses a member's
objections and, in turn, presents solutions
• Ability to remain confidential with all proprietary information
• Competitive and self-motivated
• Investigated customer complaints and escalated issues to address
critical requests.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and
followed up to confirm resolution.

Front Office/Reservation Manager & Head Events Coordinator

Richmond OceanFront Hotel - South Beach, FL
June 2013 to December 2020
• Welcome and acknowledge all guests according to company standards; anticipate and address guests'
service needs; thank guests with genuine appreciation. Answer questions about property facilities/
services and room accommodations.
• Process all guest check-ins by confirming reservations, assigning rooms, issuing and activating room
keys. Process all check-outs including resolving any late and disputed charges.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Attend all reservations, changes, and cancellations received by phone, fax, or mail.
• Handle all payment types such as room charges, cash, checks, debit, or credit.
• Assist management by responding to chargebacks, counting daily cash drops, and Trip Advisor reviews.
• Responsible for Hotel's social media.
• Assist guests with directions and information regarding local areas of interest.
• Respond to any challenges found for accommodating rooming requests.
• Speak with others using clear and professional language; prepare and review written documents
accurately and completely; answer telephones using appropriate etiquette.
• Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate
department
• Selecting venues, determining the cost, arranging event services, and monitoring client approval
• Negotiate venue pricing and maintain individual event budgets from estimates through reconciliation
• Establish and monitor timelines to ensure seamless event execution
• Develop banquet event orders and event specs to clearly communicate details to venues and on-site
contacts
• Coordinate additional meeting needs as requested
• Ensure proper tracking, flow and metrics reports for leads collected at sales events and trade shows
• Communicate project updates, timelines and event details to stakeholders from Sales, Marketing and
other departments
• Ensure premium item inventory is properly stocked
• Arrange for any catering requirements, facility set-up, parking, security
• Responsible for creation, compilation and production of all event support materials
• Provides a high level of customer service to volunteers and event participants

Correction Aide/Monitor
Riverside Halfway House Christian Ministry - Miami, FL
June 2012 to July 2014
* Conducted random drug screening tests on over 108 inmates to ensure drug free environment in and
out the facility.
* Performed head counts, room searches, and vehicles search of inmates to track their whereabouts
within the facility.
* Answered and transferred telephone calls to the appropriate department.
* Prepared incident report and initiated investigation.
* Reviewed and filed classified federal documents.
* Monitored cameras to ensure inmates are not in possession of contraband.
* Effectively counseled inmates on the dangers of abusing drugs and alcohol
* Utilized Outlook to commutate to staff and send memos.

Education

Associate of Applied Science in Criminal Justice

Everest Institute (Former National School of Technology) - Miami Gardens, FL
August 2005 to October 2007

Skills
• Front Desk
• Guest Service
• Customer Service
• Reception
• Front Office
• Multilingual
• French
• Microsoft Word
• English
• Microsoft Excel
• Microsoft Office
• Bilingual
• Computer skills
• Typing
• Live Chat
• Phone Etiquette
• Special Needs
• Account Management
• Event Planning
• Microsoft Outlook
• CRM software
• Live chat
• Customer service
• Typing

Certifications and Licenses

Driver's License