Customer Service Representative

Shannon C. Callard

Tel: 876-***-**** / Email: ******************@*****.***

Address: Ravinia Road, Kingston 6, St. Andrew

CAREER PROFILE

Experienced, motivated professional with a robust background spanning three years across Telecommunications and Retail Industries. Skilled in training and supervising staff, working independent and in a team settings, and adaptable to diverse environments and situations. Demonstrated track record of enhancing customer satisfaction and loyalty through exceptional service.

CORE COMPETENCIES

Extensive background in customer service, boasting over 4 years of experience.

Certified in Supervisory Management with hands-on experience.

Proficient in MS Office software and adept at rapidly learning new programs.

Dedicated to utilizing my skills and talents effectively to drive organizational growth.

WORK EXPERIENCE

Advantage Communications – Kingston, St. Andrew

Trainer - July 2023- July 2024- Instruct a cohort of trainees, imparting essential knowledge and expertise to enable effective customer assistance via telephone. Maintain adherence to internal and external team standards, KPIs, and cultivate lasting customer relationships. Conduct comprehensive training on company products and services, ensuring regular communication of daily reports to both internal and external stakeholders.

Subject Matter Expert Sept 2021- June 2023 Tasked with resolving escalated calls and overseeing customer issue emails, alongside supporting agents to maintain exceptional levels of customer satisfaction and fostering enduring client relationships for recurrent business. Additional responsibilities entail temporary supervisory or training roles during periods of absence or vacation leave for supervisors and trainers.

Customer Service Representative Nov 2020 – Aug 2021 Handled customer inquiries via telephone and live chat, providing assistance with products and services while ensuring exceptional service and maintaining a KPI of 95-100% through genuine rapport-building. Recognized for dedication and performance, earning promotion to Subject Matter Expert within 10 months to support fellow agents and address escalated customer concerns.

Alorica - Kingston, St. Andrew

Customer Service Representative Feb 2020 - Nov 2020

● Responsible for making hotel reservations, up-selling and cross selling company services

● Creating membership for clients and ensuring high levels of customer satisfaction through excellent sales tactics.

● Consistently exceeded weekly sales which all contributed to above average service sales. EDUCATION

Real Estate Training Institute – 1 Surbiton Rd, Kingston. 02/2023 - 04/2023 The Real Estate Salesman - P3

The Proceed of Crime Act - P5

University of the West Indies Open Campus - Camp Road, Kingston. 01/2021 - 04/2021 Certificate of Achievement

Supervisory Management- 12 weeks with credit

MAGGOTTY HIGH SCHOOL- Maggotty, St. Elizabeth 09/2013 - 07/2018 Caribbean Secondary Education Certificate (CSEC®)

Family and Resource Management 2

English Language 3

Food, Nutrition & Health- 3

Social Studies 3

Mathematics 3

Award for Creditable Performance- CSEC 2018 Result Certificate for Merit Performance- City & Guilds Math National Youth Service Corporation- June to July 2019 References can be provided on request.

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