SHANA-KAY HARRISON
Montego Bay
Summary
Results-driven customer service professional with 6 years of experience in delivering top-notch service, leading high-performing teams, and driving customer satisfaction. Proven track record of:
- Consistently exceeding customer satisfaction targets
- Leading teams to achieve exceptional performance and sales growth
- Developing and implementing effective customer service strategies
- Building strong relationships with customers, colleagues, and stakeholders
- Coaching and mentoring team members to reach their full potential
Overview
7
7
years of professional experience
Work History
Reservations Specialist
Conversion Intl Ltd
01.2024 - Current
- Did various property management tasks
- Make, modify and cancel reservations
- Ensure guests have everything they need for their stay.
Customer Service Representative (Chat Agent)/ Promoted Team lead
Contax 360
01.2023 - 10.2023
- Assist customers with making reservations for different airlines.
- Assisting 10 to 15 agents with daily inquiries, provides coaching
- Keep track of time worked and goals
- Encouraging staff to do better.
Customer Service Representative (chat)
Concentrix
10.2020 - 02.2022
- Inquiries and disputes and escalate using appropriate channels when necessary.
Customer Service Representative
Conduent
01.2019 - 10.2020
- Assisted customers with issues relating to their bills, upgrading to new devices or services, cancelling and starting new service.
Education
Bachelor of Science - Mathematics Education
Sam Sharpe Teacher's College
08-2029
High School - undefined
Westwood High School
01.2014
Skills
- Proficient time management
- Leadership
- Ability to Work Under Pressure
- Ability to Work in a Team
- Communication Skills
- Problem Solving
- Reservations
- Multitasking
- Customer Service
- Staff mentoring
LANGUAGES
French
Spanish
English
Timeline
Reservations Specialist
Conversion Intl Ltd
01.2024 - Current
Customer Service Representative (Chat Agent)/ Promoted Team lead
Contax 360
01.2023 - 10.2023
Customer Service Representative (chat)
Concentrix
10.2020 - 02.2022
Customer Service Representative
Conduent
01.2019 - 10.2020
High School - undefined
Westwood High School
Bachelor of Science - Mathematics Education
Sam Sharpe Teacher's College
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