Kayasian Harding
Portmore,St. Catherine, Jamaica
Summary
Goal-oriented Team Lead dedicated to meeting team performance objectives and achieving set targets. Offering 4 years of extensive leadership experience in Customer service. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
10
10
years of professional experience
Work History
Team Manager
IBEX Global
02.2019 - 12.2023
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Manage a team of remote customer service agents for 2 and a 1/2 years.
- Direct and guide team members to help maintained positive customer relations by addressing problems in a timely manner.
- Support clients and address their questions via a variety of channels, such as chat, email, and phone calls, adhering to the company's communication guidelines.
Customer Service Representative
IBEX Global
09.2017 - 02.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Conduent
10.2013 - 03.2017
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Certificate - Customer Service Management
University of The West Indies
Kingston, JamaicaCaribbean Examination Council - Studied Business Subjects
Portmore Community College
Portmore, St Catherine Jamaica1 Year Professional Development Course - Customer Service
Stony Hill Heart Academy
Stony Hill, St. Andrew JamaicaSkills
- Effective Written and Verbal communication
- Detailed oriented
- Leadership
- Results Driven
- Report Writing
- Internet Savvy/ Computer Skills
- Goal Setting
- Team Development
- Remote Work
- Customer service
- Performance Coaching
Accomplishments
- Supervised team of 18 staff members.
- Awarded top Team Manager for several consecutive months
Technology
- Proficient in Google Suite and Excel
- Remote communication: email, phone, videoconferencing (Zoom, Microsoft Teams, Skype)
- Adapts quickly to new and changing technology
Timeline
Team Manager
IBEX Global
02.2019 - 12.2023
Customer Service Representative
IBEX Global
09.2017 - 02.2019
Customer Service Representative
Conduent
10.2013 - 03.2017
Certificate - Customer Service Management
University of The West Indies
Caribbean Examination Council - Studied Business Subjects
Portmore Community College
1 Year Professional Development Course - Customer Service
Stony Hill Heart Academy
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