ALISHA FERGUSON
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Sutherland Global Service
11.2023 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Educated customers about billing, payment processing and support policies and procedures.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative
Advantage Communications Inc.
05.2022 - 06.2022
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelors in Fine Arts - Painting
Edna Manley College of The Visual And Performing Arts
11-2026
High School Diploma -
Dunoon Park Technical
01.2019
Skills
- Customer Service
- Sales support and Lead Generation
- Client Relationship Management (CRM)
- Customer Acquisition and Retention
- Communication and Conflict Resolution
- Microsoft Office Proficiency
- Time Management and Multi-tasking
- Problem Solving and Troubleshooting
- Ability to quickly learn new software tools
- Active listening
- Critical thinking
- Data entry
Subjectsandqualifications
English A Grade 1
Social Studies Grade 2
Human and Social Biology Grade 2
Visual Arts Grade 3
Clothing, Fashion and Textiles Grade 2
Food, Nutrition and Health Grade 1
Family and Resource Management Grade 2
Diploma in Home Economics, 2019
Timeline
Customer Service Representative
Sutherland Global Service
11.2023 - 02.2024
Customer Service Representative
Advantage Communications Inc.
05.2022 - 06.2022
Bachelors in Fine Arts - Painting
Edna Manley College of The Visual And Performing Arts
High School Diploma -
Dunoon Park Technical
Similar Profiles
Kuldip VarmanKuldip Varman
Operations Manager at Sutherland Global ServiceOperations Manager at Sutherland Global Service
Mohamed Abdelhamid NagyMohamed Abdelhamid Nagy
Team Leader at Sutherland Global ServiceTeam Leader at Sutherland Global Service
Nilesh KulkarniNilesh Kulkarni
Transaction Processing at Sutherland Global ServiceTransaction Processing at Sutherland Global Service
Jori BoykinsJori Boykins
Customer Service Representative at Sutherland Global Service (Remotely)Customer Service Representative at Sutherland Global Service (Remotely)
Tarah ParhamTarah Parham
Customer Service Representative/Retention Customer Service Representative at AT&TCustomer Service Representative/Retention Customer Service Representative at AT&T