Wendolyn Wagstaff
Montego Bay,
Summary
Dedicated and results-oriented Customer Service Representative with 14+ years of experience across hospitality, e-commerce, and digital industries. Known for delivering high-quality support, exceeding KPIs, and boosting customer satisfaction through efficient issue resolution, cross-functional collaboration, and technology-driven solutions. Proficient in platforms such as Zendesk, Freshdesk, Kayako, Reamazed, Shopify, and CRM systems. Recognized for adaptability, empathy, and a consistent drive for service excellence in fast-paced, high-volume environments.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Nature Provides Ltd.
12.2024 - Current
- Reduce response time for customer inquiries by establishing structured workflows in email and phone support.
- Improved delivery accuracy by verifying shipping details and reducing returned packages.
- Design and implement reusable chatbot templates, increasing self-service resolution rate.
- Proactively monitor fulfillment and coordinate with logistics teams to track and resolve delivery delays.
- Process and track Shopify orders, including wholesale and manual submissions, with 100% accuracy.
- Conducted weekly inventory checks for packaging supplies, avoiding order interruptions due to stockouts.
- Initiate customer contact for missing address information, preventing fulfillment delays.
Customer Service Representative
Steven Land
06.2020 - 10.2024
- Maintained a 98% customer satisfaction rate through responsive, empathetic, and solutions-focused communication.
- Handled 100+ support tickets per week across email, chat and social media, ensuring same-day resolution.
- Reduced refund and return rates through detailed product education and order accuracy checks.
- Responded to customer reviews on Stamped.io, transforming negative feedback into positive outcomes.
- Led Shopify content management, including uploading new SKUs, editing product descriptions and updating visuals.
- Managed return center processes and created branded return labels, improving turnaround times.
- Drafted templated responses to common customer queries, improving response consistency.
- Monitored fraudulent activity and provided supporting documentation for successful chargeback disputes.
Quality Assurance Representative
Couples Resorts Reservations Call Center
06.2019 - 07.2020
- Ensured a 99% accuracy rate in reservation data through rigorous auditing of discrepancy reports and system entries.
- Improved team performance by flagging QA issues and making recommendations.
- Assisted in training frontline agents on new promotional offers, rate changes and commission processes.
- Streamlined the loading of rates and close-outs, ensuring consistency across all tour operator systems.
- Resolved discrepancies in travel agent commissions, leading to faster payouts and stronger agent relations.
- Collaborated with accounting to process accurate and timely refunds for canceled bookings.
- Supported reservations team during high-volume periods, balancing QA with frontline responsibilities.
Sales/ Reservations Agent
Couples Resorts Reservations Call Center
08.2013 - 06.2019
- Handled 200+ weekly customer interactions via phone, email, live chat and ticketing systems consistently.
- Increased upsell conversions by through personalized resort recommendations and promotions.
- Maintained full booking lifecycle, from quotation to confirmation, with zero errors in billing compliance.
- Worked across multiple shifts and desks, demonstrating flexibility and reliability in operations.
- Coordinated with resort managers to resolve in-stay guest issues, improving guest experience ratings.
- Supported loyalty program members by redeeming rewards and explaining tier benefits.
- Generated weekly projection and booking reports for top management review.
- Consistently recognized as a top-performing agent for both sales and service, receiving multiple awards.
Education
Bachelor of Science - Computing (Honours)
University of Technology, Jamaica
Kingston, Jamaica05-2013
Skills
- Customer Service
- Clear & Empathetic Communication
- Active Listening
- Conflict Resolution
- Accurate Data Entry & CRM Management
- Multichannel Communication
- Relationship Building
- Dispute & Chargeback Handling
- Workflow Optimization
- Time & Task Management
- Quality Assurance
- Adaptability & Remote Work Proficiency
AWARDS
- Star Performer of the Quarter – Q4 2017
- Star Performer of the Quarter – Q2 2015
- 3rd Place – Top Seller of the Year (2014)
Timeline
Customer Service Representative
Nature Provides Ltd.
12.2024 - Current
Customer Service Representative
Steven Land
06.2020 - 10.2024
Quality Assurance Representative
Couples Resorts Reservations Call Center
06.2019 - 07.2020
Sales/ Reservations Agent
Couples Resorts Reservations Call Center
08.2013 - 06.2019
Bachelor of Science - Computing (Honours)
University of Technology, Jamaica
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