Uniqueka Lee
Kingston,
Summary
Dynamic, customer-focused professional with over 5 years of experience supporting US-based clients and teaching English as a Second Language in China. Recognized for consistently delivering high levels of satisfaction across various service channels while enhancing student outcomes through tailored instruction. Expertise in cross-cultural engagement, conflict resolution, and empathetic communication fosters strong relationships and effective collaboration. Eager to leverage these skills in a challenging role that promotes growth and contributes to overall business success.
Overview
10
10
years of professional experience
Work History
English Teacher
China International Personnel Training Centre
09.2023 - 06.2025
- Taught 4–5 English classes daily to groups of 50 students, using interactive methods to boost engagement.
- Designed tailored lesson plans and activities, improving average test scores by 30% over two semesters.
- Collaborated with local staff to support student progress, contributing to a 95% classroom satisfaction rating.
Customer Service Agent
Ibex
09.2020 - 05.2022
- Managed 100+ daily inbound calls using Salesforce to resolve delivery and billing issues with 92% first-call resolution.
- Provided empathetic solution-focused phone support, maintaining over 90% customer satisfaction on post-call surveys.
- Collaborated with team leads to improve escalation workflows, reducing resolution time by 20% and boosting efficiency.
Customer Service Representative
Advantage Communications
12.2015 - 05.2018
- Assisted customers with account setup, billing concerns, and service troubleshooting, resolving 85% of issues on the first call.
- Navigated CRM systems to document interactions and track resolutions, supporting a daily call volume of 100+.
- Partnered with supervisors to identify recurring service issues, helping reduce repeat calls by 15% over three months.
Education
Bachelor’s Degree - International Relations
University of the West Indies
Kington, Jamaica05.2020
Associate Degree - General Studies
Excelsior High School
Kington, Jamaica06.2015
Skills
- CRM Systems (Salesforce)
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Virtual Meeting Tools (Zoom, Microsoft Teams)
- Customer Service & Client Relations
- Adaptability & Problem Solving
- Clear Written & Verbal Communication
- Time Management and Organizational Skills
- Team Collaboration
Timeline
English Teacher
China International Personnel Training Centre
09.2023 - 06.2025
Customer Service Agent
Ibex
09.2020 - 05.2022
Customer Service Representative
Advantage Communications
12.2015 - 05.2018
Bachelor’s Degree - International Relations
University of the West Indies
Associate Degree - General Studies
Excelsior High School