Customer Service Representative

KADISHIA PUSEY

***** *** **** *****, *** ***, Silver Spring, MD 20901 301-***-****

*******@*****.***

Professional Summary

Seasoned customer service leader with 15+ years of proven success in telecommunications, media, and finance. Known for resolving complex issues with empathy and precision, mentoring teams to exceed KPIs, and building lasting client relationships. Passionate about delivering five-star service while supporting team and business goals. Adept at navigating high-pressure environments, training peers, and creating meaningful client experiences. COPC-trained with a strong foundation in performance improvement and customer satisfaction standards.

Skills

- Customer-first mindset with strong interpersonal communication

- Conflict resolution and de-escalation strategies

- Relationship building and client retention

- Sales support, upselling, and product knowledge

- Time management and efficient multitasking

- Team leadership, training, and peer coaching

- High accuracy under pressure with strong attention to detail

- Proficient in Microsoft Office, Excel, and CRM systems

- Quick adaptability to new tools and systems

- Calm, professional demeanor in all customer interactions Professional Experience

Advertising Placement Coordinator

The Jamaica Observer – Kingston

Nov 2008 – Feb 2024

- Entered insertion order requests and verified accuracy of rates, surcharges, and documentation.

- Managed customer inquiries and maintained professional advertiser relationships.

- Processed order adjustments for cancellations, caption changes, date shifts, and pricing.

- Coordinated with finance and sales reps to ensure timely approvals and delivery of ad placements.

- Supported page planning and ad tracking, ensuring seamless campaign execution.

- Received and logged incoming advertisements; responded promptly to client needs. Insurance Officer

WorldNet Investment Company Ltd – Kingston

Dec 2006 – Jun 2007

- Processed insurance for public transportation motor vehicles.

- Managed motor vehicle loans and prepared necessary insurance documentation. Quality Auditor

Verizon International Teleservices – Kingston

Nov 2005 – Sep 2006

- Audited live CSR calls to assess quality and compliance with client standards.

- Provided coaching and feedback to CSRs; created training materials and quality reports.

- Participated in client calibration sessions and evaluated training effectiveness. Customer Service Representative

Verizon International Teleservices – Kingston

Apr 2002 – Nov 2005

- Handled inbound customer calls across North America.

- Executed outbound sales campaigns for Verizon Yellow Pages listings.

- Maintained accurate and updated customer records. Customer Service Representative

Telnet – Kingston

Dec 2001 – Apr 2002

- Conducted outbound sales calls for Visa and MasterCard services.

- Delivered exceptional service with a high degree of precision. Computer Clerk

Property Transactions Jamaica Ltd – Kingston

Aug 1999 – Jan 2000

- Processed real estate requests and coordinated with the Titles Office.

- Generated reports and prepared sales documentation for the Operations Manager. Junior Secretary

Interlinc Communications – Kingston

Sep 1995 – Jan 1996

- Prepared minutes, managed filing systems, and formatted documents for senior staff. Education & Certifications

- COPC Certification – Completed Training in Performance Improvement and Customer Satisfaction Standards

- Certificate in Microsoft Office – Abacus Computing, Kingston (1998)

- CXC Subjects – Eastern Academy High School, Kingston (1996–1998) Mathematics (Grade 2), Principles of Business (2), Social Studies (2), English Literature (2), Principles of Accounts (3)

- Charlemont High School, Linstead (1990–1995)

Mathematics (3), English Language (2), Clothing & Textile (2), Home Management (3), Food

& Nutrition (2)

References

Available upon request:

- Ms. Georgia Bennett, General Manager, Sutherland Global – 876-***-****

- Ms. Etta Mae Fenton, Operations Manager, The Jamaica Observer – 876-***-****

- Ms. Ambrozene Smart, Supervisor, Accent Jamaica – 876-***-****

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