Geraldine has extensive experience in customer service, bookings, and team management. With over 15 years of customer service experience, including 4 years in remote roles, She has handled both inbound and outbound calls, managed client inquiries, and converted leads into sales. She previously worked in a related industry, scheduling bookings for home cleaning and laundry services, and has shown strong organizational skills in managing multiple bookings while avoiding scheduling conflicts.

She also held a team lead role, where she was responsible for overseeing performance, conducting call analysis, and creating action plans to address performance issues. Her responses indicate a methodical approach to resolving customer concerns, prioritizing active listening, validating customer feelings, and ensuring follow-ups to confirm resolution effectiveness.

Relevant Experience:

• Handled 25+ inbound and 10–15 outbound calls daily for a home cleaning and laundry service provider.
• Scheduled pick-ups and deliveries using CRM tools, balancing customer requests with route efficiency.
• Increased conversion rates by introducing additional services based on customer needs.
• Conducted call performance analysis and root cause analysis to enhance team efficiency.
• Developed action plans to improve call handling and ensure quality customer service.
• Skilled at diffusing difficult situations by validating customer concerns and providing effective resolutions.
• Ensured follow-ups to confirm the success of resolutions, demonstrating accountability and reliability.
• Proficient in using CRM tools for bookings and customer management (specific tools not named but similar to ServiceM8).
• Experienced in route planning and schedule optimization for service efficiency.

Predictive Index Behavioral Profile - Individualist

Strongest Behaviors

• Private, serious, introspective, and reserved. Takes time to connect to and trust new people.
• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
• Works at a steady, unwavering pace; most comfortable with familiar processes, environments, and co-workers. Doesn’t easily change.
• Task-focused; quickly notices and pushes to fix technical problems, assertively cutting through any personal/emotional issues. Has aptitude to spot trends in data or figure out how complex systems work.
• Independent, analytical, critical, and creative thinking and action; little need for external validation before action. Private.

Behavioral Summary

Geraldine is independent and individualistic in thinking and behavior. Has strong ideas and opinions and expresses them with confidence and certainty.

Having a willingness to take risk, this individual is likely to develop and act on ideas that are distinctly new or unconventional. This is a creative and nonconformist personality.

In expressing and acting on their ideas, this individual is determined and persistent and has the kind of confidence and nerve involved in initiating innovation or change. Very determined and persistent, once a goal is set they’ll generally push hard to reach it, regardless of the goal’s popularity with others. Undaunted by criticisms or failures.