Service Representative Customer
Resume:
Tawayne O. Mcdonald
* ***** ***, ****** ****, Kingston 17
adthnk@r.postjobfree.com
adthnk@r.postjobfree.com
Professional Summary
Experienced individual with multi-tasking and research skills, customer orientation, interested to utilize 3 years of data entry and analyzing experience in processing complex transactions and performing extensive research to resolve complex customer inquiries by developing and implementing call center policies and excellent customer service to improve customer satisfaction, while making a significant contribution to the success of the company.
Work experience
IBEX GLOBAL SOLUTIONS
Team lead/ Supervisor
Acting (6 Months) present
Digicel Building at 14 Ocean Boulevard
1-876-***-**** Ext 5864
Responsibility
Provide professional assistance to 26 agents to improve customer satisfaction.
Analogized and calculate the amounts of hours work per week by each agent (payroll).
Regulate and monitor new SDS agent’s lunch, breaks, meetings, personal time and call volume.
Provide one 0n one meeting time with new agent, in order to improve on SDS and GSF calls.
IBEX GLOBAL SOLUTIONS
Customer Service Representative
Permanent (2021)
Digicel Building at 14 Ocean Boulevard
1-876-***-**** Ext 5864 Account : GSF3
Responsibility
Take customer calls and provide accurate, satisfactory answers to their queries and concerns reducing customer effort score (CES) by 80%.
Review customer accounts, providing updates and information about, shipping, payment and returns about purchase items sold on Amazon.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
IBEX GLOBAL SOLUTIONS
Customer Service Representative
Contract job position (2020)
6 months internship
Lots 8&9 Portmore Pines Plaza,
Braeton Parkway, Greater Portmore, St. Catherine
Account: Shipping and Delivery Support (SDS)
Responsibility
Identifying, escalating priority issues and reporting to the high-level management.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Recording details of comments, inquiries, complaints, and actions taken.
Provide Amazon drivers with accurate direction of locating a customer address.
Manage large amounts of Amazon driver inbound and outbound calls in a timely manner.
Education
ST. Thomas Technical High School (2013-2015)
Golden Grove, St Thomas
City and Guild
Mathematics level 2
CVQ Subject Obtain:
Electrical installation level 2
ST. Andrew Technical High School (2016-2018)
64 Spanish Town Rd, Kingston
CXC Subjects Obtain:
Agricultural science II
English A III
Biology III
Industrial Technology III
Mathematics IIII
Technical Drawing III
School leaving certificate (2013-2018)
School leaving certificate (2013 To 2018)
Management Skills
1.Strong communication, both written and verbal
2.Strong time management and organizational skills
3.Phone skills, including familiarity with complex or multi-line phone systems
4.Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
5.Comfortable working in fast-paced environments
6.Adaptability and flexibility
Reference
Trevor D. wilson (Justice of the Peace)
126c Lloyds Avenue
South Haven
Yallahs P.O
St.Thomas
Contact: 1-876-***-****
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