Open to opportunities

Carla Coley

@carlacoley

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Dedicated customer service professional with strong communication skills.

Jamaica

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What I'm looking for

I seek a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer service professional with a strong background in handling guest interactions and ensuring satisfaction. Currently, I work as a Redi-Response Specialist at Ibex Global Services, where I track and respond to guest reviews across various platforms, ensuring that each response aligns with our company's voice and service standards. My role involves analyzing feedback to identify trends and improve service quality, which has significantly enhanced guest retention.

Prior to this, I served as a Reservation Agent, where I honed my skills in sales and customer service, consistently meeting performance metrics and providing excellent support. My experience spans various roles in customer service, including positions at Sutherland Global Services, where I developed my ability to handle customer inquiries effectively and maintain a positive attitude in challenging situations. I am passionate about utilizing my skills to contribute positively to my organization and its customers.

Experience

Work history, roles, and key accomplishments

Current

Redi-Response Specialist (Email)

Current

Ibex Global Services

Jun 2023 - Present (2 years)

Tracked guest reviews across various platforms, crafting professional and personalized responses to both positive and negative feedback. Investigated and resolved issues raised in reviews, offering solutions and forwarding complex cases to management for resolution. Analyzed review data to identify recurring issues and positive trends, providing feedback to improve service quality and ensure brand

Review Management Customer Feedback Email Communication Data Analysis Zendesk Google

Reservation Agent

Ibex Global Services

Feb 2023 - Jun 2023 (4 months)

Sold company products and services using multiple computer programs, staying informed about booking policies and loyalty programs. Presented sales offers to secure reservations and processed customer transactions accurately. Provided excellent customer service, handling interactions professionally while meeting or exceeding performance metrics.

Sales Customer Service Product Knowledge Communication

Customer Service Agent

Sutherland Global Services

Mar 2022 - Jun 2022 (3 months)

Provided customer support and resolved inquiries, ensuring adherence to company policies and service standards. Assisted customers with various requests, maintaining a professional and helpful demeanor.

Customer Service Communication Problem Solving Customer Support

Administration (HR) Personnel Secretary Assistant

Mandeville Regional Hospital

Dec 2020 - Feb 2021 (2 months)

Managed administrative tasks including sorting, filing, copying, and printing documents, while greeting visitors and directing inquiries. Maintained employee records and databases, drafted communications, and assisted with employee onboarding processes. Handled sensitive information securely and provided support to various departments as needed.

Administrative Support Document Management Calendar Management Data Entry Microsoft Word Microsoft Excel

Customer Service Agent

Sutherland Global Services

Apr 2018 - Aug 2018 (4 months)

Handled inbound calls, providing customers with product information and assisting with order placement and package tracking. Troubleshot customer devices and resolved issues, ensuring a positive customer experience. Maintained patience and attentiveness to customer needs, aiming to close calls on positive notes.

Customer Service Product Order Processing Troubleshooting Communication Patience

Education

Degrees, certifications, and relevant coursework

STVET Institute- Newport Campus

Diploma, Business Management

Grade: Merit, Distinction

Completed a Diploma in Business Management. Achieved a Secretarial Level 3 Certificate, a Merit Certificate in Mathematics (City & Guilds), and a Distinction Certificate in English (City & Guilds).

Knox Community College

Associate Degree, Business Management

Grade: Incomplete

Pursued an Associate Degree in Business Management, which was incomplete. Gained foundational knowledge in business principles and practices.

Knox Community College

Certificate, Office Administration

Grade: Passes in 3 Units

Obtained a Certificate in Office Administration with passes in 3 Units (CXC). Developed skills in administrative tasks and office procedures.

Edwin Allen High School

Certificate, Caribbean History, Electronic Document Preparation Management, English A

Grade: Passes in 3 Units

Achieved Certificates in Caribbean History, Electronic Document Preparation Management, and English A, each with passes in 3 Units (CXC). Gained knowledge in historical contexts, document preparation, and English language proficiency.