Moesha Rowe
Spanish Town
Summary
Hardworking Customer Service Support Agent brings strong background in working directly with the company's customer service agents to facilitate resolutions and maintain satisfaction for customers. Goes above and beyond to recapture loyalty by resolving conflicts and handling service or product issues. Digs deep into issues to find root causes and reaches out to management to better assist customers if needed.
Overview
3
3
years of professional experience
Work History
Customer Service Representative in Sales
Alorica
09.2021 - 02.2024
- 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.
- 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.
- Participated in training programs to enhance product knowledge and customer service skills.
Support Agent
Alorica
02.2024 - 08.2024
- Created clear and concise user guides that improved customer self-service capabilities.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted outbound calls as necessary to resolve issues or follow up on inquiries.
- Managed difficult or emotional customer situations with empathy and professionalism.
- Documented detailed notes of interactions with customers for future reference.
- Offered correct and current advice by using internal knowledge base.
- Escalated unresolved issues to management for further investigation and resolution.
- Used probing questions to discover root causes of problems.
Education
Certificate In Customer Service -
St. Mary High
Associate in Business Process Outsourcing - Business
University of The Commonwealth Caribbean
11.2022
St. Mary High School
06.2021
Buff Bay Primary School
06.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Empathy Display
- Patience Maintenance
- Call center experience
- Complaint Handling
- Organization and recordkeeping
- Inbound call answering
- Customer service excellence
- Application support
- Problem-Solving
- Customer Communication and Empathy
- Team Collaboration
- Written Communication
Communityandsocialinvolvement
- 2019-2020, Dance Club, Treasurer, St. Mary High School
- 2015-2020, St. Mary High School Netball Club, Member
Personalskillsandextraactivities
- Excellent writer of dub poetry
- Skilled netball player
- Great problem solver
Pastjobexperience - Position
Customer Service Representative in Sales
Leadership Experience
- Prefect, St. Mary High School, 2019-2020
- Mentor, St. Mary High School, 2020-2021
References
- Taneisha Lawrence, Teacher, St. Mary High School, Highgate, St. Mary, 1-876-858-7567
- Barbara Richardson, JP, Mullet Hall District, Balcarres P.O., Portland, 1-876-568-6042
Timeline
Support Agent
Alorica
02.2024 - 08.2024
Customer Service Representative in Sales
Alorica
09.2021 - 02.2024
Certificate In Customer Service -
St. Mary High
Associate in Business Process Outsourcing - Business
University of The Commonwealth Caribbean
St. Mary High School
Buff Bay Primary School
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