Summary
Work History
Education
Skills
Certification
References
Timeline
Work Availability
Generic
Kadianne Fagan

Kadianne Fagan

Customer Service Specialist
St. Andrew

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Work History

Customer Care Agent

Worldwide BPO & Call Centres
11.2023 - 10.2024
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Managed high call volume while maintaining exceptional service quality for all customers.
  • Built rapport with clients, resulting in increased customer loyalty and positive feedback.
  • Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
  • Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Experience Agent

Alorica
06.2023 - 10.2023
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Sales Assistant

Royale Computers Business Solutions
05.2022 - 04.2023
  • Increased sales by building strong customer relationships and providing excellent service.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
  • Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Processed transactions accurately while maintaining a high level of customer service.
  • Built rapport with repeat customers, fostering long-term loyalty to the brand.

Assistant Sales Administrator

Alternative Energy Plus
01.2022 - 03.2022
  • Boosted sales revenue by efficiently processing orders and coordinating with the sales team on customer requirements.
  • Recorded accurate and efficient records in customer database.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Informed customers of promotions to increase sales productivity and volume.
  • Negotiated prices, terms of sales and service agreements.
  • Kept detailed records of daily activities through online customer database.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Customer Care Digital Agent

Digicel Jamaica Limited
12.2020 - 09.2021
  • Provided world-class customer service, addressing issues related to billing and services
  • Upselling to existing customers, maximizing revenue opportunities
  • Activated and adjusted customer accounts and services

Customer Care Representative

Digicel Jamaica Limited
04.2019 - 12.2020
  • Managed high call volume with exceptional professionalism and efficiency.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Navigated multiple computer systems and applications to find information.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Trained new personnel regarding company operations, policies and services.
  • Responded proactively and positively to rapid change.

Data Entry Clerk

Ministry of Transport and Mining
03.2017 - 02.2019
  • Completed data entry tasks with accuracy and efficiency.
  • Organized, sorted, and checked input data against original documents.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Followed established procedures to enter and process data correctly.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.

Secretary (Acting)

Ministry of Transport and Mining
02.2017 - 03.2017
  • Maintained daily report documents, memos and invoices.
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
  • Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
  • Entered data into system and updated customer contacts with information to keep records current.
  • Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.

Labourer

Groovy Baby Limited
10.2015 - 03.2016
  • Sorted and packaged adult diapers for distribution

Customer Service Agent

Kentucky Fried Chicken
07.2008 - 08.2008
  • Ensured customers' orders were processed efficiently and maintained clean surroundings

Education

Short Course -

University of the Commonwealth Caribbean
10.2021 - 12.2021

Training - undefined

Caribbean Maritime University

Training - undefined

National Police College of Jamaica

Practical Nursing (Incomplete) - undefined

Golden Opportunity Technical Institute
10.2009 - 03.2010

CXC/CSEC - undefined

Convent of Mercy Academy Alpha
09.2003 - 07.2008

Skills

Microsoft Office Suites (Excel, Word, PowerPoint and Access)

Certification

Customer Evolution Training Graduate, Alorica

References

  • Mrs. Cecelia Chapman, 876-884-4106
  • Ms. Jacqueline McKenzie, 876-441-6780
  • Mr. Ricardo Bennett, 876-841-4426

Timeline

Customer Care Agent

Worldwide BPO & Call Centres
11.2023 - 10.2024

Customer Experience Agent

Alorica
06.2023 - 10.2023

Sales Assistant

Royale Computers Business Solutions
05.2022 - 04.2023

Assistant Sales Administrator

Alternative Energy Plus
01.2022 - 03.2022

Short Course -

University of the Commonwealth Caribbean
10.2021 - 12.2021

Customer Care Digital Agent

Digicel Jamaica Limited
12.2020 - 09.2021

Customer Care Representative

Digicel Jamaica Limited
04.2019 - 12.2020

Data Entry Clerk

Ministry of Transport and Mining
03.2017 - 02.2019

Secretary (Acting)

Ministry of Transport and Mining
02.2017 - 03.2017

Labourer

Groovy Baby Limited
10.2015 - 03.2016

Practical Nursing (Incomplete) - undefined

Golden Opportunity Technical Institute
10.2009 - 03.2010

Customer Service Agent

Kentucky Fried Chicken
07.2008 - 08.2008

CXC/CSEC - undefined

Convent of Mercy Academy Alpha
09.2003 - 07.2008

Training - undefined

Caribbean Maritime University

Training - undefined

National Police College of Jamaica
Customer Evolution Training Graduate, Alorica
Event Data Recorder Analysis Certification, National Police College of Jamaica
Traffic Crash Investigator Certification, Caribbean Maritime University
Payroll & Staff Benefits Certification, University of the Commonwealth Caribbean

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Kadianne FaganCustomer Service Specialist