Ackelia Reid
@ackeliareid
Dedicated customer service professional with a passion for excellence.
JamaicaWhat I'm looking for
I am a motivated and disciplined individual with a strong background in customer service and training. My experience spans over four years in various roles, including Collections Agent and Customer Service Agent, where I honed my skills in effective communication and problem-solving. I have a proven track record of maintaining high standards in service delivery and ensuring customer satisfaction.
Throughout my career, I have taken on additional responsibilities, such as becoming a Certified Junior Trainer and a Certified Quality Assurance Specialist at Itel BPO. These roles have equipped me with the knowledge and skills necessary to train others and uphold quality standards within the organization. I am committed to continuous learning and improvement, aiming to uplift the values of any company I work for.
Experience
Work history, roles, and key accomplishments
Financial Services Agent
Teleperformance
Jun 2022 - Dec 2022 (6 months)
Handled financial inquiries and transactions, providing support and solutions to customers. Ensured compliance with financial regulations.
Certified Quality Assurance Specialist
Itel BPO
Jan 2022 - Jun 2022 (5 months)
Monitored and evaluated customer service interactions to ensure quality standards were met. Provided feedback and coaching to agents.
Certified Junior Trainer
Itel BPO
Nov 2021 - Jan 2022 (2 months)
Trained new employees in customer service protocols and company standards. Developed training materials and conducted workshops.
Customer Service (Chat Agent)
Itel BPO
Mar 2021 - Nov 2021 (8 months)
Engaged with customers via chat, delivering high-quality service and support. Focused on resolving issues and improving customer experience.
Customer Service Agent (Chat)
Conduent / Continuum
Jan 2021 - Mar 2021 (2 months)
Provided customer support through chat, addressing inquiries and resolving issues efficiently. Enhanced customer satisfaction and engagement.
Collections Agent
Teleperformance
Jan 2021 - Feb 2021 (1 month)
Worked as a Collections Agent, handling customer accounts and ensuring timely payments. Developed skills in customer communication and conflict resolution.
Education
Degrees, certifications, and relevant coursework
Western Hospitality Institute
Hospitality
2018 - 2019
Completed courses in Commercial Food Preparation, Entrepreneur, Customer Engagement, Mathematics and English.
Rusea’s High School
2013 - 2018
Roehampton Primary School
2008 - 2013
Basgrove Basic School
2004 - 2008
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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