Marsha Nelson
Portmore,Jamaica
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Advantage communication inc
Portmore , Jamaica
06.2023 - 02.2024
- Managed high-volume of inbound and outbound customer calls.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Security Supervisor
KSJL Security Protection Services Limited
Kingston , Jamaica
05.2017 - 06.2023
- Supervised property entrances and exits and monitored employee safety.
- Monitored entire facility using CCTV while simultaneously performing dispatch duties.
- Provided security team leadership and contributed to on-call duties.
- Recorded required data for incident reports and files.
- Led security team and contributed to on-call shifts.
- Managed security staff schedules for shifts, minimizing overtime costs.
- Inspected posts and met with subordinates to outline tasks and responsibilities.
- Developed and implemented preventative measures against accidents, thefts and other risks.
Store Support Supervisor
Max wireless solutions
Kingston , Jamaica
11.2011 - 06.2013
- Resolved guest concerns or complaints and kept supervisors informed of escalating situations.
- Trained employees on proper cash handling techniques as well as credit card processing procedures.
- Provided supervision and guidance to store associates in a high-volume retail environment.
- Resolved customer complaints quickly and efficiently while ensuring satisfaction.
- Monitored daily store operations, ensuring that all tasks were completed efficiently and effectively.
- Responded promptly to inquiries from customers via phone calls or emails regarding products and services offered by the company.
Education
High School Diploma -
Vauxhall Comprehensive High
Kingston, Jamaica 07-1999
High School Diploma -
Heart Trust NTA
Kingston, Jamaica Skills
- Case Management
- Information Verification
- Call Control
- Order Placement
- Customer Complaint Resolution
- Inbound Call Management
- Customer Relations
- Problem Resolution
- Customer Service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Agent
Advantage communication inc
06.2023 - 02.2024
Security Supervisor
KSJL Security Protection Services Limited
05.2017 - 06.2023
Store Support Supervisor
Max wireless solutions
11.2011 - 06.2013
High School Diploma -
Vauxhall Comprehensive High
High School Diploma -
Heart Trust NTA
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