Celia Rodney
@celiarodney
I resolve customer issues across phone, chat, and email with 95% satisfaction.
JamaicaWhat I'm looking for
I've supported customers at Concentrix, Itel BPO Smart Solutions, Global Gateway Solutions, and Alliance One for more than 10 years. I resolve service, technical, billing, and account issues across phone, chat, and email, and I maintained a 95% customer satisfaction rating at Concentrix.
After being promoted to Quality Analyst at Alliance One, I conducted call audits and mentored five new team members. I use Zendesk and CRM ticketing systems to document cases, support reporting, and deliver reliable remote customer service.
Experience
Work history, roles, and key accomplishments
Resolves customer inquiries across service channels with empathy and efficiency, consistently meeting or exceeding quality and satisfaction benchmarks. Maintained a 95% customer satisfaction rating and logs interactions in Zendesk.
Customer Service Representative
Itel BPO Smart Solutions
Jan 2020 - Dec 2021 (1 year 11 months)
Delivered technical and billing support to customers, resolving account and service issues in a fast-paced, metrics-driven environment. Maintained strong call resolution rates by accurately diagnosing issues on first contact.
Customer Service Representative
Global Gateway Solutions
Jan 2014 - Dec 2020 (6 years 11 months)
Provided consistent, high-quality customer care over a 6-year tenure, building deep proficiency in service delivery standards and client expectations. Collaborated within team-based service pods to meet shared performance and service-level targets.
Customer Service Representative / Quality Analyst
Alliance One
Jan 2012 - Dec 2014 (2 years 11 months)
Promoted from Customer Service Representative to Quality Analyst within 18 months. Conducted quality checks and call audits, and mentored and onboarded 5 new team members.
Education
Degrees, certifications, and relevant coursework
B.B. Coke High School
Secondary School Certificate, General Studies
Completed secondary education with CXC qualifications in English A, Social Studies, and Principles of Business, and an SSC in Language & Communication, Science, and Child Care.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Salary expectations
Job categories
Skills
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