Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

ROSHELLE BAILEY

967 Seaview Gardens, Kingston 11

Summary

Customer Service Professional with over 7 years of experience providing exceptional support across call center, mobile app, and hospitality settings. Recognized for resolving complex issues with empathy and efficiency while maintaining high customer satisfaction. Proficient in multi-channel communication, technical troubleshooting, and building lasting client relationships. Committed to exceeding performance goals and delivering a seamless customer experience.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Sutherland Global Services
10.2016 - 01.2025
  • Resolved customer inquiries using CRM systems to enhance satisfaction and loyalty.
  • Assisted in training new representatives on effective communication techniques and service protocols.
  • Processed returns and exchanges efficiently, maintaining compliance with company policies.
  • Troubleshot delivery apps to ensure real-time functionality.

Customer Service Representative

Ibex Global Services
03.2016 - 10.2016
  • Helped customers navigate the Lyft app, book rides, process refunds, and resolve technical issues.
  • Managed high-volume calls while ensuring quality standards were consistently met.

Collections Support

Teleperformance
11.2015 - 06.2016
  • Worked well in a team setting, providing support and guidance.
  • Updated customer account data to ensure accuracy and compliance.
  • Offered customized payment plans to delinquent clients.

Resident Liaison Coordinator

Noah Property Management
03.2014 - 01.2015
  • Assist prospective tenants with completing and submitting apartment applications.
  • Facilitate lease approval process and coordinate property tours for new applicants.

Education

Hospitality -

Distinction College
07-2016

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Phone & Chat Support
  • Conflict Resolution
  • Time Management
  • App Troubleshooting
  • Team Collaboration
  • Hospitality Support

Certification

City & Guilds Certifications (2010 – 2012)

  • English Language – Level 1 & 2
  • Mathematics – Level 1 & 2

Timeline

Customer Service Representative

Sutherland Global Services
10.2016 - 01.2025

Customer Service Representative

Ibex Global Services
03.2016 - 10.2016

Collections Support

Teleperformance
11.2015 - 06.2016

Resident Liaison Coordinator

Noah Property Management
03.2014 - 01.2015

Hospitality -

Distinction College

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