Fredercia Ann-Marie McLeod
40 Hopkins Ave Kingston
Summary
Highly motivated professional seeking to join a dynamic team that inspires excellence. Eager to leverage skills and experience to contribute to the organization's success.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Alorica
11.2023 - Current
- I helped guests make, modify and cancel hotel reservations.
- I also assisted with check-ins and departures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Waitress
Buzo Osteria Italiana
04.2023 - 10.2024
- Greet and seating customers, take them to their tables and ensure they have menus.
- Record customers’ food and drinks orders accurately and efficiently.
- I deliver orders to customers to ensure the food is presented attractively and the drinks are served correctly.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
Guest Assistant Specialist
Itel International
01.2021 - 05.2023
- I helped guests make reservations and assisted with check-in and departure.
- I also had to assist with all issues that they experienced during and after the stay.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Team Leader
VXI Jamaica
05.2017 - 12.2020
- Monitoring call quality to ensure that customers are receiving high-quality service.
- Developing employee skills by providing training opportunities, encouraging teamwork, and fostering a positive working environment.
- Enforcing company policies and procedures to ensure compliance with federal regulations.
- Conducting performance reviews to measure team member performance and provide feedback.
- Attended monthly sales meetings and quarterly sales trainings.
- Achieved or exceeded company-defined sales quotas.
Consultant
Xerox
10.2016 - 01.2017
- I was employed as a part-time consultant, where I assisted consumers with online purchases as well as troubleshooting.
Consultant
Sutherland Global Services
09.2015 - 08.2016
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
Housekeeping
Franklyn D Resort & Spa
12.2014 - 09.2015
- Ensure that each floor is swept, mopped, waxed and buffed as necessary.
- Scrubbed and sanitized appliances and surfaces to remove any food residue or dust.
- Responded to requests from patrons for linens and toiletries.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
Waitress & Housekeeping
Holiday Inn Resort
02.2014 - 12.2014
- Kept server areas clean and stocked to increase efficiency while working tables.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Store Clerk
Sadikie’s Fashion of London
03.2013 - 02.2014
- Greet, interact, and monitor customers to assist the store in loss prevention.
- Help customers with billing and payment processes at the store counter
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
No Degree - Customer Service
Man Power And Maintenance Services Ltd.
Kingston, Jamaica01.2013
Clan Carthy High School - English B, History, Theater Arts, Integrated Sciences, Social Studies
Clan Carthy High School
01.2012
St Joseph High School - undefined
St Joseph High School
01.2007
Skills
- Scheduling
- Account updating
- Complaint resolution
- Script adherence
- Sorting and washing laundry
- Customer service
- Guest relations
- Restocking supplies
Extra-Curricular Activities
Clan Carthy Drama Club Red Cross Track and Field Key Club Web Browsing
Hobbies
- Reading Novels
- Watching documents
- Volunteering
- Cooking and baking
- Problem Solving
- Listening to music
Timeline
Customer Service Representative
Alorica
11.2023 - Current
Waitress
Buzo Osteria Italiana
04.2023 - 10.2024
Guest Assistant Specialist
Itel International
01.2021 - 05.2023
Team Leader
VXI Jamaica
05.2017 - 12.2020
Consultant
Xerox
10.2016 - 01.2017
Consultant
Sutherland Global Services
09.2015 - 08.2016
Housekeeping
Franklyn D Resort & Spa
12.2014 - 09.2015
Waitress & Housekeeping
Holiday Inn Resort
02.2014 - 12.2014
Store Clerk
Sadikie’s Fashion of London
03.2013 - 02.2014
St Joseph High School - undefined
St Joseph High School
No Degree - Customer Service
Man Power And Maintenance Services Ltd.
Clan Carthy High School - English B, History, Theater Arts, Integrated Sciences, Social Studies
Clan Carthy High School
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