Mikhail Hemmings
Portmore,St Catherine
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Sutherland Global Service
10.2023 - 12.2024
- Assisted guests with booking Airbnb stays, ensuring smooth and successful reservation experiences.
- Resolved check-in issues promptly, providing real-time support and guidance to help guests access their accommodations without stress.
- Acted as a liaison between guests and hosts, professionally handling disputes and ensuring clear communication between both parties.
- Maintained high levels of customer satisfaction through empathetic, efficient, and personalized service during every interaction.
- Enforced Airbnb's community standards by holding hosts accountable for listing accuracy, responsiveness, and guest experience.
- Reported hygiene and cleanliness concerns, ensuring guest safety and that all listings met platform quality expectations.
- Used internal tools and CRM systems to track cases, follow up on escalations, and ensure timely resolution of all issues.
- Provided thoughtful, case-specific solutions while upholding Airbnb policies and values.
- Worked in a fast-paced, high-volume call center environment while maintaining professionalism, accuracy, and a customer-first mindset.
- Consistently met performance metrics, including customer satisfaction scores, case resolution time, and compliance with standard procedures.
Clerical Officer
Police Certification Office
09.2019 - 11.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained high levels of accuracy when entering data into company databases, ensuring information consistency throughout the organization.
- Kept reception area clean and neat to give visitors positive first impression.
- Reduced errors in financial documents by thoroughly reviewing invoices before submission to accounting department.
- Responded to inquiries from callers seeking information.
Education
Bachelor of Science - Chemistry
University of The West Indies
Mona Campus 11-2027
High School Diploma -
Kingston College
2a North St, Kingston08-2016
Skills
- Proficient in Microsoft Office Suite (Word, Excel, Outlook) for efficient documentation, communication, and task management
- Experienced in using time management tools and scheduling platforms to stay on top of priorities and deadlines
- Comfortable navigating customer relationship management (CRM) systems to track inquiries, resolve issues, and ensure client satisfaction
- Skilled in using software that monitors customer transactions and interactions, helping deliver seamless, personalized support
- Friendly, approachable, and positive—known for turning stressful moments into smooth, reassuring experiences for customers
- Strong team player who enjoys working collaboratively and thrives in environments where clear communication and mutual support matter
- Quick on the uptake with new tech tools—easily adaptable to changing systems, platforms, or procedures
- Detail-oriented and highly organized, ensuring nothing slips through the cracks while juggling multiple client needs
- Natural problem-solver with a calm, solutions-first mindset that puts customers at ease
- Passionate about delivering top-tier customer service with a personal touch and a bit of charisma!
Timeline
Customer Service Representative
Sutherland Global Service
10.2023 - 12.2024
Clerical Officer
Police Certification Office
09.2019 - 11.2022
Bachelor of Science - Chemistry
University of The West Indies
High School Diploma -
Kingston College
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