Amandakay Richards
Customer Service Chat Support
Greater Portmore,St Catherine
Summary
Motivated and empathetic Customer Service Professional with a passion for delivering top-tier support and building meaningful connections with customers. Skilled in managing multiple interactions simultaneously, fostering a positive and engaging environment, and consistently exceeding expectations. Proven ability to navigate dynamic, fast-paced settings while ensuring compliance with guidelines and policies. Adept in conflict resolution, active listening, and troubleshooting, with a strong focus on team collaboration and continuous improvement. Known for staying calm under pressure, being adaptable to changing needs, and proactively identifying opportunities to enhance the customer experience.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
2
2
Certifications
Work History
Peer Support Chat Moderator
Supportiv
Berkeley, California
04.2024 - 09.2024
- Delivered online conversational care and facilitated group chat sessions by utilizing active listening and fostering group collaboration, ensuring a safe and supportive environment for all participants.
- Moderated approximately 15 chats per day on a 4 hour shift.
- Guided users through problem-solving and coping strategies, encouraging self-reflection while providing empathetic support to address emotional or technical issues.
- Collaborated with team members during regular meetings, providing insights on chat activity patterns to refine best practices and inform policy updates.
- Maintained meticulous documentation of every interaction, contributing to accurate data logging and knowledge sharing within the CRM system.
- Effectively managed escalated user disputes, resolving conflicts in a calm and constructive manner, which resulted in improved group dynamics and a reduction in negative interactions.
Subject Matter Expert
VXI Jamaica ( AT&T)
Kingston, Jamaica
06.2019 - 02.2021
- Increased customer satisfaction ratings from 20% to 80% by working closely with underperforming agents, providing coaching and support to improve performance and customer interactions.
- Promoted team morale and productivity through clear communication, leadership, and collaboration with the operations team, ensuring adherence to client guidelines and best practices.
- Leveraged product knowledge and customer feedback to recommend service and product improvements, ensuring a better customer experience and service quality.
- Assisted in managing customer interactions by identifying recurring issues and providing timely troubleshooting, improving team efficiency and customer resolution times.
- Documented customer issues and resolutions accurately, sharing insights and feedback with the team to drive improvements and optimize the overall service experience.
Customer Associate
VXI Jamaica ( AT&T)
Kingston, Jamaica
07.2018 - 06.2019
- Managed a high volume of customer inquiries, handling an average of 50 calls per day while maintaining a 90% positive feedback rate, demonstrating strong multitasking and problem-solving skills.
- Demonstrated excellent communication and empathy in de-escalating customer complaints, resulting in consistently high customer satisfaction scores.
- Provided troubleshooting and technical support, resolving customer issues efficiently and ensuring smooth experiences with AT&T’s products and services.
- Participated in ongoing training programs to expand product knowledge and enhance customer service skills, adapting quickly to evolving client needs.
Customer Service Agent
Sutherland Global ( Amazon.com)
Kingston, Jamaica
08.2015 - 04.2017
- Handled an average of 60 incoming calls and emails daily, providing high-quality customer service in a fast-paced, BPO environment.
- Utilized CRM software to document customer interactions, track issues, and ensure quick resolutions, contributing to improved service metrics.
- Maintained professionalism in every customer interaction, effectively troubleshooting digital products and enhancing the overall customer experience.
Education
Bachelor of Science - Biochemistry, Minor in Geology
University of The West Indies (MONA)
Kingston 09.2011 - 06.2014
High School Diploma -
Merl Grove High School
Kingston, Jamaica 09.2004 - 06.2011
Skills
- Written Communication: Expertise in clear, concise, and professional written communication for customer support and chat moderation
- Active Listening: Strong ability to listen attentively to customers' concerns, ensuring empathetic and effective responses
- Empathy & Support: Skilled in maintaining calm and supportive interactions with customers, resolving issues with empathy and professionalism
- Multitasking: Efficient in managing multiple customer chats or inquiries simultaneously, ensuring prompt and quality responses
- Problem Solving & Troubleshooting: Adept at quickly identifying and resolving customer issues, providing effective solutions in high-pressure environments
- CRM Software Proficiency: Extensive experience with CRM systems to track, log, and manage customer interactions and feedback
- Conflict Resolution: Skilled in managing and resolving escalated customer issues and disputes, ensuring positive outcomes through de-escalation techniques
- Technical Proficiency: Comfortable with chat software, CRM tools, and digital troubleshooting, providing technical support when necessary
Certification
Customer Relationship Management, Indian Institute of Management Bangalore (IIMB), db1e18914269422d9f20371734961539
Passion
- Community Engagement & Online Moderation
- Digital Product Creator
- Creative Writing and Content Creation
- Volunteering
- Wellness and Fitness
- Continuous Learning
Timeline
Peer Support Chat Moderator
Supportiv
04.2024 - 09.2024
Subject Matter Expert
VXI Jamaica ( AT&T)
06.2019 - 02.2021
Customer Associate
VXI Jamaica ( AT&T)
07.2018 - 06.2019
Customer Service Agent
Sutherland Global ( Amazon.com)
08.2015 - 04.2017
Bachelor of Science - Biochemistry, Minor in Geology
University of The West Indies (MONA)
09.2011 - 06.2014
High School Diploma -
Merl Grove High School
09.2004 - 06.2011
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