Shaniell Taylor
Montego Bay,Jamaica
Summary
Dedicated hospitality professional with over 10 years of experience in guest service, reservations, and food and beverage management. Excels in fast-paced environments, consistently delivering outstanding guest experiences. Strong communication and conflict resolution skills enhance team dynamics and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Collections Specialist
Teleperformance
07.2025 - Current
- Negotiated payment arrangements and secured payments to reduce delinquency
- Contacted customers to address outstanding balances and facilitate resolution
- Maintained professionalism during challenging conversations to foster positive customer relationships
- Provide account updates and resolve billing concerns
- Meet performance and collection targets
- Managed customer accounts at CenturyLink
Manager
Mzbalesha's Collection
04.2023 - Current
- Ensured customer satisfaction through effective service delivery
- Addressed customer complaints and resolved issues to enhance satisfaction
- Managed daily operations to streamline workflow
- Oversaw inventory management to maintain optimal stock levels
- Maintained cleanliness and presentation standards in store
Customer Service Representative (Chat Support)
Instacart
03.2022 - 04.2023
- Resolved payment and account issues to restore customer access and trust
- Delivered clear and professional written support to enhance customer experience
- Assisted customers in modifying and canceling orders to ensure satisfaction
- Collaborated with team members at Conduent to achieve project goals
Reservation & Customer Service Representative
Hilton
07.2018 - 09.2019
- Managed bookings, modifications, and cancellations of hotel reservations for optimal guest satisfaction
- Facilitated accommodations for international guests, ensuring a seamless experience
- Enrolled Hilton Honors members
- Addressed and resolved loyalty program inquiries and missing stay issues to enhance customer retention
- Provided customer support services at Itel BPO
Customer Service Representative
Delta Airlines
10.2017 - 06.2018
- Handled high call volumes efficiently in fast-paced environment
- Guided passengers through flight bookings and changes to enhance travel experience
- Provided travel information and policy guidance
- Streamlined communication via Conduent platform to improve response times
Bartender / Server
Coastline Bar and Grill
01.2015 - 06.2016
- Prepared and served alcoholic and non-alcoholic beverages
- Delivered professional food and beverage service
- Processed cash and payments with accuracy, ensuring smooth transactions
- Maintained high sanitation and hygiene standards to enhance guest safety
- Assisted kitchen staff during peak hours to ensure timely service
Education
C.A.P -
Herbert Morrison Technical
06.2012
High School -
Anchovy High School
07.2010
Skills
- Debt Recovery
- Payment Processing
- Credit Evaluation
- Financial Analysis
- Account Management
- Negotiation skills
- Multitasking Under Pressure
- Problem solving
- Team Collaboration
- Strong Communication Skills
- Conflict Resolution
- Fast Learner
Certification
Food & Nutrition, Grade 2, EDPM, Grade 3, English Language, Grade 3, English Language Level 1 & 2, Pass, Mathematics Level 1, Pass
References
Available upon request.
Timeline
Collections Specialist
Teleperformance
07.2025 - Current
Manager
Mzbalesha's Collection
04.2023 - Current
Customer Service Representative (Chat Support)
Instacart
03.2022 - 04.2023
Reservation & Customer Service Representative
Hilton
07.2018 - 09.2019
Customer Service Representative
Delta Airlines
10.2017 - 06.2018
Bartender / Server
Coastline Bar and Grill
01.2015 - 06.2016
C.A.P -
Herbert Morrison Technical
High School -
Anchovy High School