Customer Service, organizational skills, time management skills

MALAAK WILMOT

Melrose Terrace, Coral Gardens, Montego Bay, St. James JM • 876-***-**** • ******.***@*****.*** I have a proven track record of being an impactful member of society in whatever capacity I am placed through using the skills I have gained from work experience and leadership roles.

Goal-oriented problem solving

Organizational skills

Adaptability and flexibility

Time management and multi-tasking

Psychology - Bachelor of Science - 2025

University of the West Indies - Kingston, St. Andrew Parish Core Courses: Cognitive Psychology, Personality Theory,, Social Psychology, Introduction to Sociology, Research in Cognitive and Physiological Psychology

CAPE - 2021

Montego Bay Community College - Montego Bay, St. James Parish 7 CAPE Subjects

General Studies - High School - 2019

Montego Bay High School - Montego Bay, St. James Parish 12 CSEC Subjects in Grade I

Lifeguard - May, 2024 to September, 2025

United Work and Travel - Owings Mills, MD

Handled patron inquiries and complaints.

Enforced pool rules diligently.

Monitored pool attendance numbers daily.

Provided empathetic support to swimmers.

Monitored filtration systems.

Prevented safety breaches.

Certified in CPR

Conducted hourly pool checks.

Customer Service Associate - June, 2023 to August, 2023 Radius Global Solutions - Montego Bay, St. James Parish Consistently exceeded daily first-contact resolution rate goals Identified and addressed customer needs.

Efficiently managed banking queries and call prioritization Ensured accounts were consistently up to date.

Logged customer support interactions using CRM software. Handled multiple high-pressure interactions.

Navigated difficult conversations with emotional intelligence. Professional Summary

Skills

Education

Work History

Call Agent - February, 2023 to April, 2023

Make Your Mark Group - Kingston, St. Andrew Parish Increased number of attendees at annual conference by driving personal call invitations. Actively listened to address concerns.

Addressed complex product inquiries.

Implemented a 'personal touch call' program.

Maintained detailed knowledge of the business conference product. Increased agent self-sufficiency.

Developed rapport with customers.

Customer Service Specialist - June, 2022 to August, 2022 Concentrix - Montego Bay, St. James Parish

Resolved escalated customer complaints.

Conducted in-depth triage and diagnostics.

Delivered high-quality customer service.

Provided insights to the product development team. Crafted empathy-driven communication scripts.

Identified opportunities for upselling coffee products. Dean's List- The University of the West Indies (2022-2023) Top CSEC Student in the Caribbean- Montego Bay High School (2019) 12 CSEC Subjects in Grade I

Project Manager for the VPPSI Sub-committee for the faculty of Science and Technology (2021-2022) Project Manager for the VPPSI Sub-committee for the faculty of Social Sciences (2022-2023) Deputy Secretary for the Guild of Students PRO (2023-2024) Deputy Secretary for TPACK (2023-2024)

Secretary for Motivational Youths Jamaica (2023)

Tower of Orion EAC (2022-2023)

Towers Musical Society Secretary (2021-2023)

Available upon request

Accomplishments

Co-curricular Activities

References

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