Customer Service Representative
Resume:
AALYIAH SCOTT
Retirement
Granville P.O.
St. James, Jamaica
Tel: 876-***-****
**********@*****.***
CAREER OBJECTIVE
To play an integral part in the growth and development of the organization to which I am employed. I will always display and maintain the highest level of professionalism and customer service. My core focus is to utilize my skills for advancement and growth.
WORK EXPERIENCE
National Pen May 2021- October 2025
Customer Service Representative
●Utilize various communication channels, such as phone calls and emails, to actively engage with customers and cater to their orders, inquiries, account balances, and product information needs, with a strong focus on delivering an outstanding customer experience.
●Exhibit independent decision-making abilities, exercising sound judgment, and paying attention to detail, with minimal supervision.
●Demonstrate strong written and verbal communication skills while upholding a high level of professionalism.
●Exhibit interpersonal skills to effectively understand and address customer inquiries or complaints.
●Ensure the accuracy of customer databases by consistently entering and updating relevant information.
●Proactively manage customer interactions in order to foster continuous growth and improvement within the contact centre.
●Take personal responsibility for enhancing the company's reputation by generating innovative customer requests and exploring opportunities to add value to the role.
●Thrive in a dynamic and productivity-driven environment, demonstrating precision and accuracy when working with numbers and data.
Logistics Service Request Coordinator (Current Job Title)
●Handle all service requests issued by the Customer care department and liaise with carriers to retrieve delivery information, submit a complaint, resolve an issue.
●Deal with claims, lost parcels, damages, reimbursement requests to carriers.
●Process information: compiling and verifying information or data from Customer care and carriers.
●Get Information: observing, receiving, and otherwise obtaining information from all relevant sources.
●Act as the first point of contact for North America service requests and as an extension of our customer service function.
●Prepare weekly overviews and analyze data: handled requests, recurring issues etc...
●Create action plans and discuss improvements from a service request point of view to both care teams and carriers.
●Conduct meetings with partners (Carriers, LOX) to discuss all concerns and work on improving the service level that is being provided to NP and our end customers.
●Work with internal systems to retrieve required information and provide feedback in a structured way.
●Arrange PODs for shipments using multiple carrier websites.
●Advise on improvements.
●Resolve an array of issues regarding delivery.
●Work closely with internal stakeholders and inform them of all changes, issues, and potential concerns.
Order Processing Agent
Accurately enter customer orders into GOPA (Goldstar Order Processing Application) and upload relevant documentation/files linked to the order.
Review order details for completeness and correctness, including quantities, pricing, stock availability, art and delivery dates, etc.
Ensure artwork is processed accurately and in a timely manner before sending to the customer for approval (if required)
Confirm artwork and order details with customers, addressing any discrepancies or queries promptly.
Monitor the status of orders throughout each tab in on the dashboard, ensuring timely updates and communications with the customer. Calling the customer by phone may be required if no responses are received via email.
Address and resolve any order-related issues or delays, escalating to your order processing supervisor as necessary.
Ensure all information has been checked to a high level of detail before updating correct ship date and releasing to production.
Ensure all necessary production requirements and production instructions, are complete and clear, to avoid orders to be placed on clarify.
Provide time and accurate updates to customers regarding order status, changes, or delays (e.g. supply eligible/stock issues, clarifies, production problems, etc,)
Respond to customer inquires related to order processing, shipping and delivery.
Proactively communicate with customers to manage expectations and ensure satisfaction.
Any other order processing tasks that may be required.
ItelBPO Smart Solutions - Collections Agent June- November 2019
38 Coconut Drive Montego Bay
●Contact customers to negotiate their debts
●Negotiate payment plans with customers
●Documenting any payment plan or negotiated amount customer agreed to as well as the amount they paid
●Inquire if customers would like a percentage of their government benefits to go towards their debts.
Teleperformance - Collections Agent January - June 2019
1 Mangrove Way, Freeport.
●Outbound/Inbound calls for customer payment on credit cards
●Setting up payment plans for customers
●Have thorough reasoning with customers to inquire why they are delinquent
●Encourage customers to pay in advance
●Document any negotiation made with customers as well as any amount they paid on the accounts.
EDUCATION
English A II
English B III
Social Studies II
Clothing, Textiles and Fashion III
Human and Social Biology III
certificate
Irwin High School 2013- 2018
Barracks Road Primary School 2007-2013
SPECIAL ATTRIBUTES
●Good Interpersonal Skills
●Good Oral Skills
●Communicating on the Telephone
●Provide Quality Customer Service
SOFTWARE APPLICATION
●Computer Skills-Microsoft Word
SPECIAL INTEREST & HOBBIES
●Reading
●Art
●Cooking
●Listening to Music
●Cosmetology
REFERENCES
Teleperformance. ItelBPO Smart Solutions
HR Department HR Department
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