Customer Service Representative
Resume:
Kayana McGill
*+ years of experience in Customer Service with a typing speed of 50 wpm.
Gregory Park, Portmore
St. Catherine, Jamaica
************@*****.***
EXPERIENCE
Arise Virtual Solutions Inc (Carnival Cruise Line), FL, USA — Customer Service Representative
MARCH 2024 - PRESENT
Responded to Customer inquiries via phone.Resolved customer complaints and concerns promptly. Provided product /service information and recommendations to customers. Manage bookings, process cancellations, bookings, refunds, and bookings in addition to bookings. Maintained accurate records of customer interaction. Process payments and refunds while providing accurate billing information to customers. Alorica Inc (Verizon), CA, USA — Customer Service
Representative
APRIL 2023 - OCTOBER 2023
Responded to Customer inquiries via phone.Resolved customer complaints and concerns promptly. Provided product /service information and recommendations to customers. Provided technical support and assisted with billing issues. Assist with app navigation.
Sutherland Global Services Inc (Airbnb), NY, USA — Customer Service Representative
APRIL 2022 - SEPTEMBER 2022
Responded to customer inquiries via phone, email, and chat.Resolved customers' complaints and concerns promptly. Provided product /service information and recommendations to customers. Manage bookings, process cancellations, bookings, refunds, and bookings in addition to bookings. Maintained accurate records of customer interaction. Process payments and refunds while providing accurate billing information to customers. Mediated host and guest disputes. Maintained high-quality surveys was promoted to tier 2 with higher responsibilities. IBEX Ltd (Audible), WA, USA — Customer Service
Representative
SEPTEMBER 2019 - FEBRUARY 2022
Responded to customer inquiries via phone, email, and chat.Resolved customers' complaints and concerns promptly. Provided product /service information and recommendations to customers. Manage Libraries and process cancellations, refunds, and returns. Maintained accurate records of customer interaction. Process payments and refunds while providing accurate billing information.Assisted nin avigating app. Maintained 5-star surveys and perfect troubleshooting streak and was promoted to concierge services, where I mainly focused on technical assistance and handling VIP Customer engagement.
SKILLS
Excellent Communication,
Active Listening,
problem-solving, Conflict
Resolution, CRM Software
Proficiency, Data Entry and
Documentation, Time
Management, empathy and
Customer Focus, and Team
Collaboration.
TOOLS
Zendesk, Avaya, Cisco Call
Manager, Service Now, Verint,
Jabra Direct, NICE inContact,
Zoom, Okta, Microsoft Team,
Slack, Global Protect (VPN)
AWARDS
National Library Competition
1st Place - Top readers from
each city Library compete
against each other.
Regional Spelling Bee 1st
Place - Top spellers compete
against each other for the title
of spelling bee champion.
LANGUAGES
English (Native Level)
EDUCATION
Garvey Maceo High School, Clarendon, Jamaica — High school Diploma
SEPTEMBER 2010 - MAY 2017
Biology (General)
English B (General)
Mathematics (General)
Spanish (General)
Agricultural Science (General)
Biology (General)
Chemistry (General)
English A (General)
Information Technology (General)
Integrated Science (General)
Spanish (General)
Contact this candidate