TIMIKA PALMER
TELLER
Portmore, Catherine,01
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service and banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Agent (Team Lead)
Hardware and Lumber Ltd
Kingston
09.2020 - 08.2022
- Provide client with product and service information − Maintain client information in system database − Handle incoming queries via Telephone, Email and Whatsapp
- Manage and resolve client complaints − Identify and escalate priority issues − Follow up with clients on open quotations/opportunities and convert to sales − Supervise departmental staff in the absence of the Contact Centre Manager
- Led projects and analyzed data to identify opportunities for improvement.
- Used Microsoft Word and other software tools to create documents and other communications.
- Collaborated with team members to achieve target results.
- Onboarded new temps by entering employee information into systems.
- Exceeded goals through effective task prioritization and great work ethic.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Increased customer satisfaction by resolving issues.
Customer Service Representative
Ibex Global Jamaica
Kingston
05.2019 - 08.2020
- Report incidents/accident occurred with drivers − Escalate systematic issues − Provide troubleshooting steps
- Handled over 250 (avg.) calls per day exceeding quota by 15%.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used geological application to assist drivers in find directions to complete different deliveries.
Promoter
Black-Coore Promotion/World Brands Services
01.2019 - 04.2019
- Sales − Collect consumers data − Manage merchandise − Provide info on products and services
- Visited trade shows, stores and community organizations to demonstrate products or services and answer questions from potential customers.
- Learned about competitors' products and consumers' interests to answer questions and provide more complete information.
- Provided product samples, coupons and informational brochures to persuade people to buy products.
- Developed lists of prospective clients from sources such as newspaper items, company records and local merchants.
- Identified interested and qualified customers to provide potential customers with additional information regarding product.
Administrative Assistant/Dispatcher Office Assistant
Accident and Emergency Medical Services
07.2018 - 01.2019
- Purchasing − Emailing clients − Sending invoices and quotation − Dispatching ambulances − Scheduling events
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Executed record filing system to improve document organization and management.
- Created presentations to inform, motivate and persuade internal and external audiences.
- Edited documents to improve accuracy of language, flow and readability.
Customer Service Representative WOODFOREST NATIONAL
Conduent Ltd
01.2018 - 07.2018
- File and report missing/ fraud debit cards − Unlock customer debit cards − File disputes on transaction − Advise customers of their balance and daily transaction − Update customers personal data
- Carried out day-to-day duties accurately and efficiently.
- Worked with customers to understand needs and provide excellent service.
- Delivered services to customer locations within specific timeframes.
- Improved operations through consistent hard work and dedication.
- Resolved problems, improved operations and provided exceptional service.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
Customer Service epresentative
Conduent, AMGEN
11.2017 - 01.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased customer satisfaction by resolving issues.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Supported accounts receivable operations within assigned functions.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
ECG Technician/Receptionist
Heart Institute of the Caribbean
01.2017 - 07.2017
- Registered patients by confirming identification, reviewing consultation requests and entering anticipated services to patient log. Provide attending physician with test results.
- Administered testing with electrocardiogram for patients experiencing events and as screening tool.
- Monitored patient activity during stress test to record data.
- Scheduled patients for testing and conducted follow up calls to confirm and answer questions.
- Provided instruction on Holter monitor and connected patient to analyzer.
- Transcribed physician interpretations to maintain electronic records for cosign by attending doctor.
- Adhered to cleaning protocol for EKG machine, Holter cables and accessories to provide safe environment.
- Edited final test results to provide to physician for analysis.
- Educated patients on testing and preparation steps prior to procedure.
- Communicated with healthcare workers and physicians concerning test results.
Education
School of Excellence
01.2015 - 01.2016
High School Diploma -
St. Catherine High School
05.2005 - 05.2010
Certificate - Business Writing And Grammar Skills
HR Dynamic
06.2022 - 07.2022
Skills
Good judgment and decision making, time management, ability to multitask
Proficient in PC keyboarding skills
Microsoft Office (Outlook, Word, Excel) Peach-Tree
Debit/credit card machineExcellent organizational and time management skills Can manage up to and over a hundredTeam leadership and coaching
Drawer management
Records Maintenance
Point-of-sale system operation
Safe verifications
Refunds and exchanges
Proficient in SalesForce and CRM
Report preparation
Order fulfillment
Recordkeeping strengths
POS systems expert
Affiliations
JSIF- Woman's Benevolent Society
Marine Park Community -Beautification Committee
Timeline
Certificate - Business Writing And Grammar Skills
HR Dynamic
06.2022 - 07.2022
Customer Service Agent (Team Lead)
Hardware and Lumber Ltd
09.2020 - 08.2022
Customer Service Representative
Ibex Global Jamaica
05.2019 - 08.2020
Promoter
Black-Coore Promotion/World Brands Services
01.2019 - 04.2019
Administrative Assistant/Dispatcher Office Assistant
Accident and Emergency Medical Services
07.2018 - 01.2019
Customer Service Representative WOODFOREST NATIONAL
Conduent Ltd
01.2018 - 07.2018
Customer Service epresentative
Conduent, AMGEN
11.2017 - 01.2018
ECG Technician/Receptionist
Heart Institute of the Caribbean
01.2017 - 07.2017
School of Excellence
01.2015 - 01.2016
High School Diploma -
St. Catherine High School
05.2005 - 05.2010