KELISHA PETERS
Montego Bay
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
ModSquad
08.2022 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Processed orders, returns, and exchanges accurately to enhance customer satisfaction and loyalty.
- Utilized CRM software to track interactions, manage accounts, and streamline communication processes.
- Maintained up-to-date knowledge of products/services to provide accurate information and recommendations to customers.
- Collaborated with cross-functional teams to identify service improvement opportunities and implement solutions.
- 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.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
CSR/Back Office Specialist/QA Analyst
CONDUENT
10.2020 - 01.2023
- Led team training sessions to enhance staff knowledge and improve service delivery.
- Monitored performance metrics to identify areas for coaching and skill enhancement among team members.
- Resolved escalated customer issues promptly, maintaining satisfaction and loyalty through effective problem-solving techniques.
- Supervised daily operations, ensuring high-quality customer service standards were consistently met.
- Developed and implemented process improvements that increased efficiency in customer support workflows.
- Conducted regular performance reviews, providing constructive feedback to foster professional development within the team.
CUSTOMER SERVICE SUPERVISOR
CONTAX360 BPO SOLUTIONS
05.2014 - 06.2020
- Managed daily operations of the campaign, including daily reporting, training and motivating team. Managed a team of up to 20 customer care representatives, liaised with offshore QA’s and clients to ensure exceptional performance. Provided operational support for several departments and also liaised with other areas of the company. Conducted all recruiting and training of new hires for the department.
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE
01.2014 - 05.2014
- Customer service and sales agent for Bookit.com.
Education
BSc. - Medical Technology
UNIVERSITY OF TECHNOLOGY
12.2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
ACTIVITIES
Completed several training sessions in Supervisory Management and Leadership. Very passionate about customer service, and is always looking for ways to enhance the customer service experience.
Languages
English
Full Professional
Timeline
Customer Service Representative
ModSquad
08.2022 - Current
CSR/Back Office Specialist/QA Analyst
CONDUENT
10.2020 - 01.2023
CUSTOMER SERVICE SUPERVISOR
CONTAX360 BPO SOLUTIONS
05.2014 - 06.2020
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE
01.2014 - 05.2014
BSc. - Medical Technology
UNIVERSITY OF TECHNOLOGY
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