Summary
Overview
Work History
Education
Skills
Accomplishments
ACTIVITIES AND VOLUNTEER EXPERIENCE
Timeline
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TANESSA FFRENCH

89 Balkan Ave. Harbour View,Kingston

Summary

Service-focused Customer Service Representative committed to enhancing customer satisfaction and retention through proactive attention to individual needs. Expertly handles inquiries and resolves issues with exceptional problem-solving skills and meticulous attention to detail. Excels in multitasking and time management, consistently achieving performance targets while maintaining a positive and professional demeanor. Dedicated to fostering strong customer relationships and contributing to team success in fast-paced environments.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

ASAP EXPRESS LIMITED
01.2025 - 06.2025
  • Front desk operator
  • Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
  • Addressed customer concerns and complaints and resolved issues promptly.
  • Cash out customers packages in a timely manner.
  • Pack and organize packages on shelves.
  • Equipped in the use of a POS machine
  • Processed orders, forms, applications, and requests efficiently.
  • Keep records of daily transactions.
  • Place online orders for customers.

Technical Advisor

CONDUENT
01.2020 - 01.2024
  • Used CRM software and knowledge bases
  • Handling over 65+ calls per day and creating tickets for each interaction/escalation
  • Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues
  • Followed predefined procedures to evaluate, solve, and escalate product-related issues
  • Documented and maintained detailed records of support requests, escalations and actions taken
  • Reduced support calls by contributing self-help information, operating tips, FAQs and technical solutions to common problems
  • Create at least 15 tickets per hour and handle over 50 calls, 4-6 chats and 1-3 emails per day
  • Provided solutions, recommendations and replacements with empathy and positive feedback
  • Addressed customer concerns and complaints and resolved issues promptly
  • Resolved customer inquiries, complaints, and issues providing insightful solutions
  • Relayed new and relevant information to customers and followed up on promises

Customer Service Representative

ALORICA
10.2018 - 10.2019
  • Both remote and onsite
  • Used CRM Software such as Zendesk and Amazon Connect

Store Assistant

Stacy D's Hair Salon
01.2017 - 01.2018
  • Greet customers
  • Collect customer payments for products and services.
  • Helped customers find items and products throughout store and answered questions regarding items and services.
  • Monitored store inventories and ordered new products and equipment to prevent shortages.
  • Answer calls and book appointments for customers.
  • Manage calendar.

Education

HIGH SCHOOL DIPLOMA - English Language, Mathematics, Home Economics, Information Technology, Social Studies, Literature, Human and Social Biology

Clan Carthy High School
06.2016

Skills

  • Analytical skills
  • Mobile technology expertise
  • Rapport building
  • Time management
  • Organization/record keeping
  • Communication skills
  • CREDIT/DEBIT card processing
  • Data management
  • Customer service
  • Data entry
  • Computer proficiency
  • Problem-solving

Accomplishments

  • Certificates for most outstanding performance
  • President of the Inner school Christian fellowship club
  • Library Assistant
  • Outstanding Achievement in Customer Satisfaction, 2018 & 2023
  • Employee of the month

ACTIVITIES AND VOLUNTEER EXPERIENCE

Volunteering Reading Web Searching

Timeline

Customer Service Representative

ASAP EXPRESS LIMITED
01.2025 - 06.2025

Technical Advisor

CONDUENT
01.2020 - 01.2024

Customer Service Representative

ALORICA
10.2018 - 10.2019

Store Assistant

Stacy D's Hair Salon
01.2017 - 01.2018

HIGH SCHOOL DIPLOMA - English Language, Mathematics, Home Economics, Information Technology, Social Studies, Literature, Human and Social Biology

Clan Carthy High School

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TANESSA FFRENCH