Kimberley Thelwell
Montego Bay St. James
Summary
Personable and proficient Senior Customer Service Representative with over 10 years customer service experience. Adaptable with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in a fast-paced environment. Quality-focused to consistently meet team and department production targets by delivering strong output to achieve metrics . Also solving challenges while promoting company products and maintaining loyal, satisfied customers with the focus on surpassing expectations and driving team success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
CIBC Caribbean
02.2016 - Current
- Resolve and enhance customer satisfaction by promptly addressing and resolving complex inquiries and complaints using company processes and policies.
- Reduce call wait times by implementing effective time management techniques within team.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Resolve concerns with products or services to help with retention and drive sales.
- Maintain in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Customer Service Representative
Xerox Business Solutions
04.2015 - 02.2016
- Identified issues, analyzed information and provided solutions to problems
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Increased customer satisfaction by resolving product and service issues
- Delivered exceptional level of service to each customer by listening to concerns and answering
- Remedied issues quickly and within parameters of company-mandated policies and procedures
- Worked closely with each customer to carefully resolve issues within timely fashion
- Effectively communicated with customers about account changes, new products or services and potential upgrades
- Maintained up-to-date knowledge of product and service changes.
Media Consultant/Advertising Sales Representative
RedBk Jamaica
11.2012 - 04.2013
- Increased client satisfaction by developing and implementing tailored media strategies.
- Boosted brand visibility through creation of engaging content for various platforms.
- Worked closely with clients to identify needs and challenges and provide solution-oriented campaign themes.
- Inspected existing ads and marketing materials to achieve consistency throughout multiple platforms, resulting in expected results.
Education
Bachelor of Arts - Media and Communications
University of The West Indies
Mona Kingston 11.2011
Associate of Arts - Associate Degree in Humanities
Montego Bay Community College - St. James
Montego Bay, St. James08.2008
High School Diploma -
Montego Bay High School - St. James
Montego Bay, St. James06.2006
Skills
- Service recommendations
- Complaint resolution
- Interpersonal communications
- Telephone etiquette
- Customer Relations
- Training development aptitude
- Service standard compliance
- Problem Solving
- Escalation management
- Call Control
- Service Recommendations
Certification
- Top 10 customer service centre agent for referrals.
- Volunteer- CIBC Caribbean / Food for the Poor build a home project.
- Walk for the Cure Ambassador (Cancer awareness & fundraising initiative.)
- CPR & First Aid Responder.
- CIBC Caribbean certificate of Appreciation for Outstanding Delivery in Customer Service.
Timeline
Senior Customer Service Representative
CIBC Caribbean
02.2016 - Current
Customer Service Representative
Xerox Business Solutions
04.2015 - 02.2016
Media Consultant/Advertising Sales Representative
RedBk Jamaica
11.2012 - 04.2013
Bachelor of Arts - Media and Communications
University of The West Indies
Associate of Arts - Associate Degree in Humanities
Montego Bay Community College - St. James
High School Diploma -
Montego Bay High School - St. James
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