Oneilla Donaldson
Kingston,01
Summary
Dynamic Customer Experience Agent with a proven track record at current and previous company, excelling in complaint handling and team training. Skilled in performance tracking and delivering exceptional service, I foster customer loyalty through effective communication and problem-solving. Committed to enhancing customer satisfaction and driving continuous improvement in service delivery.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Experience Agent
Verizon
07.2025 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Customer Service Representative
IBEX Global
02.2024 - 06.2025
- Responded to customer requests in regards to companies services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided each customer with exceptional service by listening to their concerns and answering their questions.
- Provided a superior customer experience in order to build a loyal customer base.
Education
High School Diploma -
Vere Technical High School
Hayes, Jamaica07-2021
Skills
- Complaint handling
- Performance tracking
- Escalated call handling
- Team Training
- Time Management
- Multitasking and organizational skills
- Empathy in customer interaction
- Excellent Communication and problem solving skills
Certification
- Certified Customer Experience Agent, Verizon - January 2026
Timeline
Customer Experience Agent
Verizon
07.2025 - Current
Customer Service Representative
IBEX Global
02.2024 - 06.2025
High School Diploma -
Vere Technical High School