Nickayla Boland
Yallahs
Summary
Dynamic and results-oriented professional with extensive experience in customer service and collections, notably with Teleperformance and others. Excelled in technical troubleshooting and building rapport, ensuring client satisfaction, and efficient problem resolution. Demonstrated exceptional team collaboration and coordination skills, significantly enhancing service, delivery, and customer service.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Ibex Global
Portmore
02.2025 - 07.2025
- Assisted customers with product inquiries and service issues.
- Processed customer orders and returns efficiently.
- Resolved complaints through effective communication and problem-solving skills.
- Maintained accurate records of customer interactions in database systems.
Customer Service Representative
Itel
Kingston
08.2024 - 10.2024
- Maintained high service standards.
- Improved team metrics.
- Improved overall team flexibility.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
Collections Agent
Segoso Caribbean
Montego Bay
02.2023 - 05.2023
- Created tailored repayment plans for clients.
- Ensured compliance with payment processing standards.
- Implemented payment scheduling strategies.
- Educated customers on payment options and company policies effectively.
Collections Agent
Teleperformance
Montego Bay
07.2022 - 02.2023
- Optimized customer outreach strategies.
- Enhanced workflow efficiency.
- Outstanding debt recovery efforts.
- Collaborated with team members to resolve complex customer issues efficiently.
Education
High School Diploma -
Belmont Academy
Westmoreland07-2020
Savanna La Mar Primary
Westmoreland07-2015
Deliverance Basic School
Westmoreland07-2009
Skills
- Troubleshooting and problem-solving skills
- Escalation management
- Inbound call volume management
- Active Listening and Communication Skills
- Company policy adherence
- Multitasking and organizational skills
- Team collaboration and support
- KPI-driven performance
- Customer Inquiry Documentation
- High-volume call handling
- Empathy in Customer interaction
- Conflict resolution and de-escalation techniques
Timeline
Customer Service Representative
Ibex Global
02.2025 - 07.2025
Customer Service Representative
Itel
08.2024 - 10.2024
Collections Agent
Segoso Caribbean
02.2023 - 05.2023
Collections Agent
Teleperformance
07.2022 - 02.2023
High School Diploma -
Belmont Academy
Savanna La Mar Primary
Deliverance Basic School