Ashanti Duncan
Portland
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer service representative
SagilityHealth, Humana
04.2022 - 07.2024
- Resolved 95% of customer issues on first contact.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Administrative Assistant
Rural Agriculture Development Authority
12.2019 - 01.2020
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
Education
Certificate - Caribbean Secondary Education Council
Port Antonio High School
Port Antonio, Portland07-2020
Skills
- Excellent Communication Skill
- Excellent Analytical Skill
- Strong Organizational Skill
- Interpersonal Skill
- Leadership Skill
- Microsoft Office Word, Excel, and PowerPoint
- Data Entry
- Email management
- CRM system proficiency
References
References :
Annique Watson
SagilityHealth
113 Constant Spring Road, Kingston, Jamaica
+1 (876) 897-2652
Sabrina Strachan
Alorica
53 Half- Way- Tree Road, Kingston, Jamaica
+1 (876) 314-6893
Certification
- Certification of Award for Outstanding Performance, SagilityHealth, 2022
Additional Information
Student Councillor
Port Antonio High School, Port Antonio, Portland
- Ensure class devotions are kept daily
- Take class registration when teacher is absent
Timeline
Customer service representative
SagilityHealth, Humana
04.2022 - 07.2024
Administrative Assistant
Rural Agriculture Development Authority
12.2019 - 01.2020
Certificate - Caribbean Secondary Education Council
Port Antonio High School
Similar Profiles
Tracey L. WrightTracey L. Wright
Analyst at Humana KentuckyAnalyst at Humana Kentucky
Patricia Y. FrazierPatricia Y. Frazier
Enrollment Specialist at HumanaEnrollment Specialist at Humana
Deena HackerDeena Hacker
Account Services Specialist at Humana Health PlansAccount Services Specialist at Humana Health Plans