Customer Service Field

Dear Sir/Madam,

I am writing to express interest in joining your team. I have over three years experience in the Customer Service field. I am confident I can be an asset to the establishment. Also, I have 3 months of experience as a Front Desk Receptionist at Iberostar Hotels and Resorts.

I believe my critical thinking skills and decision making abilities will support and drive organizational success. To demonstrate and show my professional experience.

I am a young female with extensive Customer Service experience as both an agent and a Supervisor. I have worked at a few BPOs with Teleperformance being my longest standing job where I spent over 4 years at the company where I started as a Customer Service Chat Agent and was promoted to a Supervisor in less than a year.

Thank you for your time and consideration of my application. Please do not hesitate to contact me if you have any questions or want to discuss my qualifications in further details.

Looking forward to hearing from you soon.

Sincerely,

Donnae Lawson

RESUME

Donnae Lawson

Lot 708 Catherine Hall

Montego Bay

#2 P.O. Box # 997, St. James,

Tel: 1-876-***-**** (D) /1-876-***-****(F)

Email: ******.********@*****.***

Career Objectives

I strive to become a hardworking, task completing, time managing and understanding employee.

Personal Details

Date of birth: 07/03/2001

Languages known: English and basic Spanish

Educational Background

Montego Bay Community College APD – Advanced Proficiency Diploma

3 CAPE passes

Caribbean Studies Unit II - IV(2020)

Law Unit II - IV (2020)

Sociology Unit II - V (2020)

4 CAPE passes

Communication Studies Unit I – V (2019)

Law Unit I – III (2019)

Literatures in English Unit I – V (2019)

Sociology Unit I – III (2019)

Irwin High School 5 CXC passes

Caribbean History – III (2018)

English B – III (2018)

Human & Social Biology – IV (2018)

Information Technology – IV (2018)

Social Studies – III (2018)

Western Educational Institute 4 CXC passes (Evening Classes)

English A – II (2017)

Mathematics – III (2017)

Principles of Business – II (2017)

Social Studies – III (2017)

Catherine Hall Primary & Infant. School Leaving Certificate

John Joyce Watson Basic. School Leaving Certificate

Education I want to pursue

Pursing honors from university in the following Subjects:

- Labor Law

- Criminal Law

- Property Law

- Corporate Law

- Immigration Law

Work Experience

Summer Job at Sunshine Adventure Jamaica Limited (Summer 2015, 2016 & 2017)

Administrative Assistant (Part-time)

Major Duties included:

Arrange "callbacks"

Faxing, photocopying & filing

Do phone surveys/inquiries as needed

Answering telephone inquiries

Updating invoices

Updating records and scheduling meetings

Throughout my time at Sunshine Adventure I was a friendly employee who maintained good memory, actively listened to clients and management. With good communication skills, I remained polite, was able to work under stressful circumstances and had great customer services skills

Audience Data Strategy (June 2018 – September 2018)

Technical Support Agent

Duties included:

Taking calls

Completing surveys

Assisting customers with troubleshooting issues

Updating customers accounts

Troubleshooting assistance

During my time at Audience Data Strategy (ADS) I was a good employee despite this being my very first call center, I has vast knowledge of the computer system and issue resolution which assisted me in completing my daily tasks.

Village Court Restaurant (March 2017 – September 2020)

Waitress (Part-time)

Duties included:

Take meal orders

Serve customers

Performed stocktaking

Greet & Seat customers

Weekly inventory

During my time at Village Court Restaurant, I was known as the preferred Waitress as my customers were always happy with the service they received and would request me to serve them upon their return.

Selby's Transportation (March 2017 – September 2020)

Administrative Assistant (Part-time)

Duties included:

Updating bus records

Sending reminders for any expiration dates

Assess the condition of all vehicles

Schedule transportation services

Submit invoices to various companies

Updates drivers on their schedules

During my time at Selby’s Transportation, I was an asset to the company with my record keeping skills and attention to detail. It was always important that all my daily tasks were completed in a timely manner so I could review Assess my surroundings and complete any additional tasks.

Teleperformance (September 2020 – May 2021)

Customer Service Agent/ Collection Agent

Responsibilities:

Respond to customers via chat and email

Modify orders and issue coupons

Document accounts for any reported issues

Collect payments on overdue accounts

Negotiate with customers and assume payments

During my time at Teleperformance, I was in awe of the company and environment. It was always important to me to complete my daily tasks by completing as much chats/ emails and collecting on as many accounts as possible.

24/7 InTouch (May 2021 – October 2021)

Customer Service Agent

Responsibilities:

Respond to Riders and Drivers via chat

Refund Riders for rides

Assist riders to schedule rides

Review rides and escalate drivers

During my time at 24/7 InTouch, I enjoyed completing chats and working from home.

Teleperformance (November 2021 – July 2024)

Customer Service Agent/ Customer Service Supervisor/ Collection Supervisor

Duties included:

Assist customers via chat platform

Review orders and provide Fans with updates

Coach and develop agents to improve issue resolution

Resend emails and evaluate surveys on agent’s service

Coach and develop agents collection skills

During my time at Teleperformance, I would respond to chats where I Assist customers and provide exceptional customer.

Contax360 (June 2024 – October 2024)

Reservation Chat Agent

Duties included:

•Assist passengers via chat platform

•Review flights and make updates to flights

•Create new flights

•File complaints and escalate issues

•Upsell on flights that have no bags or seat assignments

During my time at Contax360 I enjoyed completing chats where I would Assist passengers with flights requests.

Iberostar Hotel & Resorts (October 2024 – present)

Front Desk Receptionist

Duties included:

•Check in and check out guests

•Assists guest with complaints and room issues

•Upsell rooms for guests who require more luxury

•Escort guests to their assigned rooms

•Assist guest with room associated issues

•Share all necessary information about the hotel required by guests

I enjoy providing face to face customer service to the guests that arrive on a daily. I pride myself in greeting all guests with a smile and completing the required needs.

Key skills

Knowledge of Microsoft Applications

Good communication skill

Time management skills

Analytical abilities

References

Walter Selby

Minister of Religion

Catherine Hall

Tel: 1-876-***-****

Lavern Johnson

Justice of the Peace

28 Church Street

Tel: 1-876-***-****

Contact this candidate