Leona Wallace
Spanish Town,14
Summary
Dynamic Customer Service Representative with a proven track record at Sutherland Global, excelling in problem resolution and relationship building. Recognized for enhancing customer loyalty through empathetic communication and critical thinking. Skilled in data entry and call center operations, consistently achieving high performance metrics and fostering positive client interactions.
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
16
16
years of professional experience
Work History
Customer Service Representative
Sutherland Global
06.2023 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
IBEX Global
03.2020 - 02.2023
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Alorica
01.2019 - 02.2020
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Meat/Produce Specialist
Hilo
09.2009 - 11.2018
- Reported product ordering and shipping discrepancies to department manager.
- Generated signage for produce goods and performed price check functions.
- Educated customers on the benefits of organic and locally sourced produce, promoting healthier lifestyle choices.
- Streamlined merchandise replenishment processes with proper stocking techniques that minimized handling time and out-of-stock instances.
- Assisted in training new employees on department procedures, safety protocols, and product knowledge to ensure consistent service levels.
- Ensured compliance with food safety regulations through consistent sanitation practices, temperature monitoring, and proper product handling techniques.
- Boosted store reputation with consistently fresh and visually appealing produce displays, adhering to company standards.
Education
No Degree - Geriatric Nursing
Distintion College
Kingston, Jamaica06-2015
High School Diploma -
St Andrew High School For Girls
Kingston, Jamaica06-2007
GED -
St Francis Primary School
Kingston06-2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Customer relations
Timeline
Customer Service Representative
Sutherland Global
06.2023 - Current
Customer Service Representative
IBEX Global
03.2020 - 02.2023
Customer Service Representative
Alorica
01.2019 - 02.2020
Meat/Produce Specialist
Hilo
09.2009 - 11.2018
No Degree - Geriatric Nursing
Distintion College
High School Diploma -
St Andrew High School For Girls
GED -
St Francis Primary School
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