Customer Service Representatives
Resume:
Donieka Morgan
Personal details
Donieka Morgan
***************@*****.***
Montego Bay, St. James
Female
Jamaican
Skills
Database Management
Computer Literacy
Microsoft Words
Microsoft Excel
CRM Software
Communication Skills
Flexibility
Determination
Team Work
Appointment Setter
Call Center Agent
Lead Outreach &
Prospecting
Qualify Prospects
Schedule Appointments
Follow-Up
Empathy
Patience
Conflict Resolution
Profile
Versatile and goal-oriented professional with a solid foundation in customer service, sales, lead generation, and beauty care. Demonstrated success as an Appointment Setter and Lead Generator, with strengths in identifying prospects, engaging effectively, and securing quality appointments. Experienced in providing outstanding customer support, resolving inquiries with efficiency, and building long-term client relationships. Skilled in sales, with a natural talent for communication and consistently surpassing performance targets. Also a certified Lash Technician, passionate about delivering personalized beauty services and enhancing client confidence. Recognized for flexibility, strong people skills, and a dedication to delivering top-tier service in every role. Education
Level 2 Certificate 2019 - 2020
National School of Cosmetology & Barbering Arts
High School Degree/CAPE 2014 - 2019
Irwin High School
Four (4) CXC Subjects
Employment
Community Service Jul 2018 - Jul 2018
Freeport Police Station, Alice Eldemire Dr, Montego Bay Cleaning public parks, roadways, sidewalks, or other communal areas. Painting over or removing graffiti from public property. Assisting police with traffic direction, setup/cleanup at town fairs, parades, or charity events.
Planting trees, cleaning up vacant lots, or assisting with public landscaping. Distributing flyers, assisting with safety education campaigns under police supervision.
Helping with initiatives such as “Coffee with a Cop,” crime prevention efforts, or youth mentorship programs.
Customer service/Sales Agent Dec 2020 - Jun 2021
Teleperformance 1, 1 Mangrove Way Building 8, Montego Bay Respond to customer inquiries via phone, email, chat, or social media. Provide accurate, valid, and complete information by using the right methods/tools.
Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and finding a solution.
Keep records of customer interactions, process customer accounts, and file documents.
Learn and understand company procedures and systems. Follow up on customer interactions to ensure issue resolution. Follow communication procedures, guidelines, and policies. Make outbound calls or handle inbound inquiries with the goal of selling products/services.
Clearly explain product features and benefits to prospective customers. Languages
English
Hobbies
Reading
Fitness
Cooking
Music
Manage leads and follow up effectively.
Enter and update customer information in the system. Lash Tech Sep 2021 - Present
Self Employed, Montego Bay
Discuss clients’ preferences, eye shape, and desired lash style. Assess natural lash health and suitability for extensions or treatments. Sanitize hands and work tools before each client.
Prepare lash extension materials, adhesives, and other supplies. Cleanse clients’ eyelashes to remove makeup or oils. Apply individual eyelash extensions with precision using tweezers and adhesive.
Follow strict sanitation and safety protocols to avoid infections. Provide clients with guidance on how to care for their lashes post-treatment. Perform lash fills or removal as needed.
Maintain client records including lash styles used, allergies, and treatment dates.
Recommend lash care products and accessories.
Customer Service Representative Jan 2024 - May 2025 JDM Express It -Freight, Shop #120-#122 City Centre, Montego Bay Serve as the primary point of contact for customers regarding freight shipments and logistics inquiries.
Handle customer requests, concerns, and complaints promptly and professionally via phone, email, or in-person.
Provide accurate information on shipment status, delivery schedules, tracking, and freight documentation.
Schedule and confirm freight pickups and deliveries based on customer requirements.
Assist customers in understanding freight charges, invoices, and payment terms.
Support the processing of shipping documentation, including bills of lading, invoices, and customs paperwork if applicable.
Follow company policies and industry regulations to ensure compliance in freight handling and customer communications.
Courses
Customer Engagement Associate (NCTVET)
Level 1
2019
Achievements
Improved community cleanliness by regularly cleaning public parks, roadways, sidewalks, and communal areas in Montego Bay. Effectively resolved customer inquiries and complaints, ensuring high satisfaction by providing accurate and complete product and service information.
Achieved sales targets by proactively managing leads, making outbound calls, and clearly explaining product features and benefits to potential customers.
Supported environmental initiatives through planting trees and maintaining public landscaping projects.
Enhanced public safety and community relations by assisting police with traffic direction and event setup/cleanup at town fairs, parades, and charity events.
Removed graffiti from over 50 public properties, enhancing the aesthetic appeal and community pride in Montego Bay.
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