Open to opportunities

Kemoy Broderick

@kemoybroderick

Message

Customer service representative improving retention and satisfaction through efficient CRM-driven support.

Jamaica

Message

What I'm looking for

I seek a customer-focused role where I can use CRM expertise and problem-solving to improve retention, satisfaction and operational efficiency.

I am a customer service representative with 2+ years in diverse service roles, focused on resolving inquiries quickly and improving retention. I have driven measurable results—enhancing customer retention by 25% and maintaining up to 98% customer satisfaction—while implementing process improvements such as a CRM rollout that reduced wait times.

I excel at complaint handling, conflict resolution and optimizing workflows across phone, email and chat channels. I consistently meet high KPIs (95%+ satisfaction, 90%+ first-call resolution) and welcome opportunities to contribute those skills to a team that values customer-centric operations and continuous improvement.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Alorica / Verizon

Feb 2025 - Jun 2025 (4 months)

Provided high-quality support to ~60 clients/day, achieving 95% customer satisfaction, 4.8/5 average feedback and a 90% first-call resolution rate while resolving complex inquiries.

Call Resolution Customer Satisfaction Complaint Handling Problem Solving Multichannel Support CRM

Customer Service Representative

Intouch CX / JCPenney

Aug 2023 - Jan 2025 (1 year 5 months)

Handled customer inquiries across phone, email and chat with a 2-minute average response time; implemented a new CRM that reduced wait times 15% and maintained 98% customer satisfaction.

CRM Customer Satisfaction Complaint Handling Multichannel Support Process Optimization Training Average Response Time Management