Customer Service Representative
Resume:
MARCELLA ANTONETTE GRAHAM
Dawkins District
James Hill PO
Clarendon
*****************@*****.***
CAREER OBJECTIVE
I aim to work assiduously to help secure employment with a reputable firm. I can utilize my experience and skills to help make the firm a place where customers are satisfied with goods/services.
WORK EXPERIENCE
Continuum Global Solutions, Free Zone DEB#6, Montego Bay, St. James (January 22, 2024 – March 15, 2024)
Customer Service Representative
Training (Learning different customer service skills in preparation for customers)
Advanced Call Center and Technologies, Barnett Tech, Montego Bay, St. James (June 12, 2023- January 13, 2024)
1. Customer Service Representative
2. Provided customers with loyalty and discounts when needed.
3. Made save attempts to help customers with keeping their service.
4. Answered inbound calls with inquiries about customers’ accounts,
5. Advised customers about orders that were made.
6. Assisted customers with technical and billing issues.
7. Assisted with refunds or credits for time services that had not been used.
8. Reconnected services.
9. Advised customers about outages in their location.
10. Helped with choosing the right services and packages that fit the customers’ needs.
11. Made recommendations based on the customer’s needs.
12. Followed up with customers to ensure technical issues have not been recurring.
13. Aided in setting up services.
14. Reset password when needed.
15. Advised customers about channel loss and updated them on the strategies in place to get back the channels.
16. Provided world-class customer service on all calls.
Professional Marketing Associates, Montego Bay, St. James (February 2023- March 2023)
1. Telemarketing Outbound Agent
2. Contact potential leads to inquire about the type of devices they use.
3. Provided information to customers interested in getting the services, and made suggestions based on what they currently have.
4. Collected relevant information about the leads.
Contax 360 BPO Solutions, Montego Bay, St. James (October 2022-January 2023)
Tier 1 and 2 Trained Agent, chat and phone trained.
1. Corresponded with customers through various channels.
2. Respond to customers' inquiries.
3. Aided customers with orders they made.
4. Provided information about the different products and services provided.
EDUCATION
Ebony Park HEART Academy – Horticulture Turf Management Trainee 2021- 2022
National Council on Technology and Vocational Education and Training (NCTVET) Certificate - Level 3.
Ebony Park HEART Academy – General Agriculture Trainee 2018-2019
National Council on Technology and Vocational Education and Training (NCTVET) Certificate - Level 2
Claude McKay High School 2013-2018 – School Leaving Certificate
Caribbean Secondary Examination Council (CSEC) – Mathematics, English Language, Integrated Science, History, Biology, Office Administration, and Agricultural Science.
SPECIAL ATTRIBUTES
Effective Communication Skills – both written and oral
Problem-solving and decision-making skills.
Leadership skills
Optimism
Willingness to learn.
Adaptability
Flexibility
SOFTWARE APPLICATION
Microsoft Excel
Microsoft Word
Microsoft Publisher
Microsoft PowerPoint
Genesys
CRM
Opus
Rio
CO-CURRICULAR ACTIVITIES & AWARDS
Most Outstanding Trainee (Goat and Sheep Unit) - 2019
Certificate of Recognition (Employability Skills) - 2019
Denbigh Agricultural Show, Cattle Trainer Category 56 (2nd Place) 2019
Top Physics Student – 2017-2018
SPECIAL INTERESTS & HOBBIES
Agriculture
Reading
Surfing the net
Landscaping
Writing
REFERENCES
Mr. Calvin Weise
Deputy Manager
Ebony Park HEART Academy
Tollgate PO
Clarendon
Tel: 876-***-****
Ms. Kadiane Campbell
Supervisor, Advanced Call Center Technologies
Point District
Point PO
St. James
Tel: 876-***-****
Contact this candidate