Open to opportunities

Diamond Cole

@diamondcole

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Customer service professional dedicated to enhancing client satisfaction.

Jamaica

Message

What I'm looking for

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

I am a dedicated customer service professional with a strong background in various roles, including roadside assistance, product specialization, and sales. My experience spans across multiple industries, where I have consistently demonstrated my ability to communicate effectively and manage customer relationships. I thrive in environments that challenge me to improve customer satisfaction and contribute positively to the company's goals.

Throughout my career, I have developed a diverse skill set that includes problem-solving, team collaboration, and effective communication. My time at Concentrix Global as a Roadside Assistance Agent allowed me to hone my skills in emergency response and customer support, while my role as an Admin/Retention Specialist at AG Marketing Solutions emphasized my ability to retain customers and enhance their experience. I am passionate about using my skills to create a positive impact in any organization I am part of.

Experience

Work history, roles, and key accomplishments

Enterprise/Mercedes Benz Roadside Assistance Agent

Concentrix Global

May 2024 - Present (1 year 1 month)

Assisted customers with roadside issues including tire changes, emergency accident response, and fuel delivery for car rental clients. Liaised with third-party agents for troubleshooting and general vehicle queries.

Customer Service Troubleshooting Communication

Admin/Retention Specialist

AG Marketing Solutions

Apr 2023 - Present (2 years 2 months)

Remotely managed active accounts, focusing on retaining existing customers by settling subscriptions. Offered discounts and exclusive rewards program offers to enhance customer loyalty.

Customer Retention Account Management Remote Work Sales Negotiation Communication

Product Specialist

LTV Plus RoC Skincare

May 2022 - Present (3 years 1 month)

Provided customer service and administrative support, including filing claims and issuing refunds. Conducted product testing and evaluation, and processed sales actions using Aircall.

Customer Service Administrative Support Sales Aircall

Airport Operations Agent

American Airlines

Jan 2022 - Present (3 years 5 months)

Assisted customers with check-ins and flight bookings during training. Conducted daily inspections of terminal facilities for safety hazards, security breaches, and maintenance issues.

Aviation Security Customer Service

Snap Travel Sales Agent

Innovative Vision

Oct 2021 - Present (3 years 8 months)

Promoted and sold hotel reservations using upselling tactics to prospective and existing customers. Expedited resolution of customer problems and complaints to maximize satisfaction and achieve sales targets.

Sales Upselling Customer Service Problem Solving Contract Negotiation

Hostess/Event Promoter

Glamour Agency

Feb 2020 - Present (5 years 4 months)

Demonstrated and provided information on promoted entertainment products and services. Distributed product samples, brochures, and flyers to generate new sales opportunities.

Sales Public Relations Communication Marketing

Customer Service Agent

ITEL BPO

Sep 2019 - Present (5 years 9 months)

Handled customer queries and escalations for Shutterfly via telephone and online chat databases. Provided comprehensive customer support and resolved issues efficiently.

Customer Service Call Center Operations Chat Support Conflict Resolution Communication Data Entry

Sales Agent

IBEX Global Solutions

Sep 2018 - Present (6 years 9 months)

Closed sales on home entertainment packages, cell phones, and internet services for AT&T. Managed customer interactions to achieve sales targets.

Sales Customer Acquisition Product Knowledge Negotiation Communication Hard Sales Tactics

Children’s Officer Intern

Child Development Agency

Apr 2017 - Present (8 years 2 months)

Conducted case conferencing and counseling for youth aged 12-19 years as an intern. Assisted a senior children’s officer with home and institutional visits, accurately recording procedures.

Social Work Counseling Youth Development

Hostess/Waitress

Russel’s T20 Sports Bar & Lounge

Mar 2017 - Present (8 years 3 months)

Greeted and seated guests, and provided table service. Performed duties as Maitre'd and assistant bar manager, ensuring smooth operations.

Customer Service Hospitality Table Service Maitre'D Duties Bar Management Team Collaboration

Education

Degrees, certifications, and relevant coursework

Portmore Community College

Associate of Science Degree, Social Work

Pursued an Associate of Science Degree in Social Work, gaining foundational knowledge in social work principles and practices. The curriculum prepared for entry-level roles in social services and community development.

St. Andrew High School for Girls

Secondary Education, General Studies

Grade: CSEC: English Language I, English Literature I, Food & Nutrition II, French II, Theatre Arts II, Mathematics III, History III; CAPE: Literature in English III, Communication Studies IV, Sociology Unit 1 IV

Activities and societies: S.A.H.S. Old Girls’ Association (2016-present), S.A.H.S. UNESCO Public Relations Officer (2015-2016), S.A.H.S. Performing Arts Club (2010-2016), S.A.H.S. KIWANIS Club (2012-2016), S.A.H.S. Choir (2013-2016), ROTARACT Kgn (2017-present)

Completed secondary education, achieving CSEC and CAPE qualifications across a diverse range of subjects. Actively participated in various clubs and societies, fostering leadership and community engagement.