Customer Service Sales Representative

KHAHEED NICHOLSON

****************@*****.*** +1-876-***-**** Portmore, St. Catherine, Jamaica

PROFESSIONAL SUMMARY

Customer-focused professional with proven experience in customer service, sales, and brand advocacy. Skilled at resolving inquiries quickly, driving sales growth, and improving customer satisfaction. Strong problem-solver with excellent communication and multitasking abilities in fast-paced environments. SKILLS

• Customer Service

• Complaint Handling & Issue Resolution

• Time Management & Multitasking

• Customer Satisfaction & Feedback Analysis

• Order Processing & Returns Management

• Collaboration & Teamwork

EXPERIENCE

BRAND ADVOCATE

Sagility Health 10/2024 to 01/2025

As a Brand Advocate, I resolved provider and member inquiries with a focus on first-contact resolution and client education. Investigated service issues, identified root causes, and recommended solutions to support service recovery and retention. Maintained a positive, proactive approach in all interactions.

• Reduced response time by 30% through streamlined inquiry handling and proactive communication.

• Maintained an average customer satisfaction score of 4.2/5, consistently exceeding the team’s benchmarks.

• Contributed to a 10% decrease in service escalations by identifying recurring issues and recommending process improvements to management.

• Logged and resolved 100+ inquiries weekly, while maintaining high accuracy and professionalism. STORE CLERK

Save Rite Wholesale 03/2024 to 09/2024

As a Store Clerk, I assisted customers with purchases and inquiries while supporting daily store operations. Handled sales transactions, restocked merchandise, and maintained a clean, organised retail environment. Provided friendly, efficient customer service, including product assistance, returns, and issue resolution.

• Reduced return rates by 12% by providing accurate product information and helping customers make informed choices.

• Restocked and organised merchandise to maintain optimal inventory levels, reducing out-of-stock incidents by 20%.

• Increased customer satisfaction scores by 15% through personalised service and efficient problem resolution.

• Maintained store cleanliness and organisation, passing all Health Inspections with a 92% compliance score. CUSTOMER SERVICE/SALES REPRESENTATIVE

Transparent BPO 03/2023 to 01/2024

As a Customer Service/Sales Representative, I assisted customers with orders, product inquiries, and issue resolution while promoting sales across various channels. Processed returns, escalated concerns when needed, and provided knowledgeable service to drive customer satisfaction and revenue growth.

• Achieved a 20% increase in sales by effectively upselling and cross-selling products during customer interactions.

• Reduced return rates by 10% through clear product explanations and proactive problem solving.

• Contributed to a 15% growth in repeat customer business by building strong client relationships.

• Consistently met or exceeded monthly sales targets by an average of 10-15%. EDUCATION AND TRAINING

School Leaving Certificate – Spanish Town High, St. Catherine, Jamaica 2019