Looking for a job

Anita Keating

@anitakeating

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Customer service team manager at Alorica, coaching representatives and resolving escalated customer concerns.

Jamaica

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What I'm looking for

I'm seeking opportunities in customer service, customer support, team leadership, or administrative support.

At Alorica, I supported customer service representatives as a Customer Service Team Manager, coaching employees through performance feedback and day-to-day guidance.

I handled escalated customer concerns and worked with representatives toward timely, professional resolutions. I also monitored team performance and supported training and onboarding.

Earlier, as a Customer Service Agent at Alorica, I addressed customer questions and service requests, researched issues, and documented interactions. I completed HEART TRUST's Supervisory and Leadership Management Course.

Experience

Work history, roles, and key accomplishments

Customer Service Team Manager

Alorica

Jan 2022 - Jan 2026 (4 years)

Led and supported customer service representatives while maintaining service and performance standards. Coached employees through performance feedback and development conversations, and handled escalated customer concerns.

Team Leadership Coaching Performance Monitoring Escalation Management Training Onboarding Customer Service Quality Assurance Documentation HR Support

Customer Service Agent

Alorica

Jan 2017 - Jan 2022 (5 years)

Provided professional customer service and support while addressing customer questions, concerns, and service requests. Resolved customer issues by researching information, identifying solutions, and following through to completion.

Customer Service Problem Solving Documentation De escalation Communication Skills CRM Data Entry

Education

Degrees, certifications, and relevant coursework

HEART Trust

Supervisory and Leadership Management Course, Supervisory and Leadership Management

2022 - 2023

Completed the Supervisory and Leadership Management Course at HEART Trust from 2022 to 2023.

Kingsway High School

High School Diploma, General Studies

Completed secondary education at Kingsway High School in 2009, with CXC subjects including English Language, English Literature, Information Technology, Principles of Business, and History.