Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kimarah Maxwell

Kimarah Maxwell

Trelawny

Summary

Experienced and dedicated Customer Service professional

professional with knowledge of service delivery in various fields and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.


Very conscientious, particularly attentive to, careful of, and accurate with the details involved in the assigned duty. Identifies problems and enjoys solving them.


Respectful of authority, tradition and established departmental responsibilities, with a strong sense of duty. A specialist who learns as much as possible in their area of expertise, and uses that background for the good of the company.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Care Companion (Independent Contractor)

Care Solace
05.2022 - Current
  • Handle incoming requests for services from school staff, students, and families
  • Conduct initial screening assessment and collect basic information
  • Identify and contact potential providers that may match the individual’s needs and determine if provider is a suitable match within a timely manner
  • Follow all mandated reporting requirements and escalation procedures and triage
  • Keep the family requesting services updated throughout the process
  • Respond to any incoming communication from families, school staff and providers within 30 minutes of receipt.
  • Connect people with resources that meet their needs.
  • Conduct any follow up needed with the family to insure they are happy with the service.
  • Document all activities and communications in Care Solace database.
  • Clearly explain all Care Solace processes to the client throughout the process.
  • Notify appropriate staff person for any high severity or life-threatening situations.
  • Lead shadowing sessions with new team members.
  • Maintained patient confidentiality by adhering to HIPAA regulations and ethical guidelines for professional caregiving practices.
  • Established trust with patients and families through consistent communication and empathetic listening.

Customer Experience Associate

Conduent
11.2021 - 05.2022
  • Assigned to the UPS account with handling customer inquiries, and provide assistance.
  • Employed active listening skills to accurately understand customer concerns and address them effectively.
  • Asked customers questions to determine, verify and solve common problems.
  • Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
  • Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.

Customer Service Supervisor - Sunwing & Vacation Express

Nexus Tours Jamaica Ltd
12.2016 - 09.2021
  • Provide overall support to all job positions in contact with passenger to passenger directly – leading them to give end-to-end service to all clients or colleagues and resolves problems to passenger satisfaction
  • Build and maintain outstanding working relationships with suppliers, hoteliers and internal departments in order to expedite service issues through to resolution
  • Lead the work flow using Zendesk system to monitor correct opening, logging, assigning and follow up on all cases
  • Provide team members support and expert advice on all tour operator components which may lead to service issue - airport / flight delays, overbookings, transfers, excursions, accommodation issues, etc
  • Complete quality control processes such as brochure checks, excursion descriptions and health and safety audits (hotels and excursions

Customer Service Supervisor

AJAS Aviation Services Ltd
11.2009 - 11.2016
  • Provided assistance to junior agents in executing the daily operational activities as well as greeted the customers traveling on airlines handled by AJAS Ltd (specifically jetBlue Airways) by the checkin process, baggage handling and boarding of the aircraft
  • Ensured adherence to company and airline policies and standards at the checkin counter as well as the gate
  • As a trained jetBlue GSC (Ground Security Coordinator), performed all necessary duties in order to remain in compliance with the safety and security procedures outlined by the Company, Airline and civil aviation authorities
  • Maintained detailed and accurate records of the daily operations

Lead Customer Service Representative

GCG Ground Services (formerly Jamaica Dispatch Services Ltd)
08.2008 - 10.2009
  • Handled the daily receipt and balancing of cash deposits from the ticket counter
  • Oversaw the processing of customer transactions at the ticket counter and the gate, including interpreting and resolving customer complaints/issues
  • Assisted in training other employees in the use of new procedures related to the QIK Shares system
  • Maintaining detailed and accurate records of the daily operations

Intern

Sandals Resort International & Sandals Inn
07.2007 - 08.2007
  • Assisted the group treasurer with accurately preparing and submitting the accounting information for all sandals and beaches properties islandwide and in the Caribbean
  • Handled queries regarding information discrepancies between the accounts departments of the aforementioned properties

Intern

Tourism Product Development Company (TPDCo.)
07.2006 - 08.2006
  • Assisted training officers with the coordination of the Team Jamaica programmes
  • Provided relevant information about TPDCo
  • Programmes/courses to interested persons via telephone or face-to-face contact

Education

BSc. - Hospitality & Tourism Management

University of Technology & University of the West Indies
01.2007

Certificate Examination Council (CXC) - Mathematics, General Certificate Examination (GCE) History

Undergrad School
01.2002

Certificate Examination Council (CXC) - English Language, English Literature, Biology, Geography

William Knibb Memorial High School
01.2001

Skills

  • Customer Service
  • Quality Improvement/control
  • Report writing
  • Microsoft Office Suite
  • Travel & tourism expertise
  • Professional telephone demeanor
  • Follow-up skills
  • Complaint handling
  • Training
  • Detail oriented
  • Compassionate caregiving
  • Critical thinking
  • Active listening
  • Customer service
  • Data entry
  • Call center experience
  • Complaint resolution

Certification

  • Member, UWI Publications Committee
  • Team Jamaica (2006)
  • JetBlue Airways Care Team (2010)
  • JetBlue Airways Emergency Response (2016)

Timeline

Care Companion (Independent Contractor)

Care Solace
05.2022 - Current

Customer Experience Associate

Conduent
11.2021 - 05.2022

Customer Service Supervisor - Sunwing & Vacation Express

Nexus Tours Jamaica Ltd
12.2016 - 09.2021

Customer Service Supervisor

AJAS Aviation Services Ltd
11.2009 - 11.2016

Lead Customer Service Representative

GCG Ground Services (formerly Jamaica Dispatch Services Ltd)
08.2008 - 10.2009

Intern

Sandals Resort International & Sandals Inn
07.2007 - 08.2007

Intern

Tourism Product Development Company (TPDCo.)
07.2006 - 08.2006

Certificate Examination Council (CXC) - Mathematics, General Certificate Examination (GCE) History

Undergrad School

BSc. - Hospitality & Tourism Management

University of Technology & University of the West Indies

Certificate Examination Council (CXC) - English Language, English Literature, Biology, Geography

William Knibb Memorial High School

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Kimarah Maxwell