Kadia Astley-Harwood
@kadiaastleyharwood
Seasoned Customer Support Specialist with a passion for service excellence.
United StatesWhat I'm looking for
I am a seasoned Customer Support Specialist with over 10 years of experience in enhancing customer satisfaction and engagement. My career has been marked by a proven track record in SaaS environments, where I excel in communication skills and technical aptitude. I thrive in fast-paced settings, collaborating with cross-functional teams to resolve customer issues and ensure service excellence.
Currently, I serve as a Customer Experience Specialist at Air Canada, where I deliver exceptional service to passengers, manage baggage tracing, and handle disruptions effectively. My previous role as a Customer Success Specialist at Boundless Immigration allowed me to administer quality assurance for client petitions and achieve key performance indicators. I have also worked as a Design Consultant at Vistaprint Jamaica Limited, where I consulted on brand identity and improved project outcomes for clients.
Experience
Work history, roles, and key accomplishments
ACCustomer Experience Specialist
Air Canada
Apr 2024 - Present (1 year 9 months)
As a Customer Experience Specialist at Air Canada, I deliver exceptional customer service by assisting passengers with check-in, boarding, and immigration documentation. I manage baggage tracing and handle disruptions while maintaining company standards and ensuring passenger safety.
BICustomer Success Specialist
Boundless Immigration
Feb 2022 - Aug 2023 (1 year 6 months)
In my role as a Customer Success Specialist at Boundless Immigration, I administered quality assurance for client petitions, collaborated with legal teams, and exceeded key performance indicators for customer satisfaction and engagement.
VLDesign Consultant
Vistaprint Jamaica Limited
Jun 2014 - Dec 2020 (6 years 6 months)
As a Design Consultant at Vistaprint Jamaica Limited, I consulted on brand identity and delivered targeted strategies to improve project outcomes. I also mentored interns, fostering collaborative relationships within the team.
Customer Care Advocate
Unknown Company
May 2008 - Jul 2014 (6 years 2 months)
In my role as a Customer Care Advocate, I provided comprehensive online support, resolving inquiries and managing a knowledge database to enhance process efficiency. I collaborated with technical teams to relay feedback and improve services.
Education
Degrees, certifications, and relevant coursework
AUArizona State University
Bachelor of Science, Graphic Information Technology
Pursuing a Bachelor of Science in Graphic Information Technology, emphasizing the integration of technology and design principles.
UIUniversity of West Indies
Bachelor of Arts, Digital Media Production
2014 - 2014
Studied Digital Media Production, focusing on the creation and management of digital content across various platforms.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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