Open to opportunities

Akaylia Cole

@akayliacole

Message

Highly motivated customer service professional with 4+ years experience.

Jamaica

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a highly motivated customer service professional with over four years of experience in customer relations. My ability to build rapport with customers and effectively address their complaints has resulted in increased customer loyalty and a positive reputation for the organizations I've worked with.

Currently, I serve as a Live Chat Support Agent at Alorica, where I resolve over 160 customer inquiries daily, maintaining a satisfaction rate of 95%. My previous role as a Customer Service Representative at Conduent BPO Ltd. allowed me to handle over 100 inbound calls per day, achieving a 96% satisfaction rate while growing existing customer accounts by 30% through exceptional service.

Experience

Work history, roles, and key accomplishments

Current

Live Chat Support Agent

Current

Alorica

Sep 2022 - Present (2 years 9 months)

As a Live Chat Support Agent, I resolved over 160 customer inquiries daily with a 95% satisfaction rate. I identified and escalated complex issues to tier 2 support, reducing resolution time by 25%, while maintaining high product knowledge using Zendesk.

Customer Service Live Chat Support Zendesk Problem Solving Communication Skills Multitasking Data Entry Empathy

Customer Service Representative

Conduent BPO Ltd

Mar 2020 - Jul 2022 (2 years 4 months)

In my role as a Customer Service Representative, I handled over 100 inbound calls daily, achieving a 96% satisfaction rate. I provided courteous and empathetic service, resulting in a 30% growth in existing customer accounts.