Lateisha James
Bethel Town, Westmoreland
Summary
Teaching professional with excellent interpersonal skills. Remains calm under pressure and provides positive and safe learning environment. I'm a passionate educator committed to educating and molding well-rounded students. Motivates students to go beyond school curriculum.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Concentrix
06.2021 - Current
- Maximised customer satisfaction by resolving service issues promptly.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Assisted customers with product-related questions, feedback and complaints.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Customer Service Representative
Conduent
2018 - 2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
Front Desk
Sandals Montego Bay
12.2017 - 01.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Directed up to 200 incoming calls to internal personnel and departments, routing to best-qualified department.
- Arranged accommodations and travel plans for visitors and presented updated itineraries.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Preparing departure letters with details about guest flight time, bus time, and departure time as well as their bill.
Retail/Customer Service Representative
Viking Production/Great Dane
05.2016 - 12.2017
- Explaining the advantages and the disadvantages of buying a garment that is100% cotton than that of 60% cotton.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Employed strategic tactics such as cross-selling and upselling to drive sales.
- Used POS system to process sales, returns, online orders and gift card activations.
Customer Service Representative
Advanced Call Center Technologies
02.2014 - 12.2016
- Responsible for handling approximately 300 calls per day assisting customers with paying their bills as well as updating credit card information.
- Assisting customers with the completion of orders by guiding them with the appropriate information to make more intelligent decision that will save them money and also benefiting the company at large.
- Providing customers with necessary information about products and services on a daily basis that will save them time and money.
Sales / Customer Representative
The Elephant Group
07.2013 - 01.2014
- Interviewed applicants to determine their needs, desires and earnings to assist them in their decision making process.
- Completed extensive training on sales rebuttals and call flow to better assist customers in obtaining and fulfilling their needs.
- Accountable for inbound sales and servicing with the emphasis on consultative selling.
- Maintained a top five status for inbound calls and establishing new clients.
- Maintained overall performance which boosted efficiency metrics and closing metrics.
- Averaged the highest quality resulting in a higher net profit for the company.
Customer Service Representative
Teleperformace (formerly Alliance One)
08.2012 - 02.2013
- Developed and finessed highly refined listening, relationship building and superior customer service skills.
- Handled multiple tasks efficiently in terms of system manipulation and maintaining active and relevant conversation.
- Handled approximately 200 calls daily from 13 different business units.
- Assisted customers to full resolution of issue initially contacted about.
Teacher (Teaching Practicum)
Ascot Primary School
01.2011 - 04.2011
- Monitored 25 classes per week with an average headcount of 30 students.
- Incorporated exciting and engaging activities to reinforce student participation and hands-on learning.
- Graded and evaluated student assignments, papers and course work.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities.
Teacher
Eltham Park Primary School
11.2010 - 12.2010
- Incorporated exciting and engaging activities to reinforce student participation and hands-on learning.
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning.
- Assisted struggling students to maintain progress levels by designing individualized lesson plans focused on areas for improvement.
Assistant Teacher
Maud McLeod High School
01.2009 - 02.2009
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, objectives and philosophies.
- Monitored students on field trips by overseeing various tasks, including roll call and group movement to keep youths safe in public settings.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
Assistant Teacher
Vergie O’Connor Early Childhood Institution
09.2007 - 03.2008
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Set up visual aids, equipment and classroom displays to support teacher's lesson delivery.
- Handed out classroom materials, like pencils, paper and crayons.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
Education
Diploma - Physical Education
G.C. Foster College Of Physical Education And Sport
St. Catherine, Jamaica2024
Certificate of Completion in Front Desk Operations - Hospitality And Tourism
Sandals Montego Bay
Montego Bay, St. James2018
High School Diploma -
Maud McLeod High School
Westmoreland, Jamaica2007
Skills
- Team Player
- Complaint resolution
- Motivating students
- Classroom Management
- Good listening skills
- Administrative support
- Sensitive Information Handling
- Time management
- Departmental support
- Student rapport
- Student Engagement
- Testing and grading
- Learning Assessments
References
Available upon request
Timeline
Customer Service Representative
Concentrix
06.2021 - Current
Front Desk
Sandals Montego Bay
12.2017 - 01.2018
Retail/Customer Service Representative
Viking Production/Great Dane
05.2016 - 12.2017
Customer Service Representative
Advanced Call Center Technologies
02.2014 - 12.2016
Sales / Customer Representative
The Elephant Group
07.2013 - 01.2014
Customer Service Representative
Teleperformace (formerly Alliance One)
08.2012 - 02.2013
Teacher (Teaching Practicum)
Ascot Primary School
01.2011 - 04.2011
Teacher
Eltham Park Primary School
11.2010 - 12.2010
Assistant Teacher
Maud McLeod High School
01.2009 - 02.2009
Assistant Teacher
Vergie O’Connor Early Childhood Institution
09.2007 - 03.2008
Customer Service Representative
Conduent
2018 - 2021
Diploma - Physical Education
G.C. Foster College Of Physical Education And Sport
Certificate of Completion in Front Desk Operations - Hospitality And Tourism
Sandals Montego Bay
High School Diploma -
Maud McLeod High School
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