Open to opportunities

Kiana C

@kianac

Message

Dedicated customer service representative with a passion for excellence.

Saint Lucia

Message

What I'm looking for

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

I am a motivated customer service representative with a strong commitment to excellence and a passion for helping others. My experience spans various roles, including sales and call center positions, where I have honed my skills in communication, problem-solving, and customer engagement. I believe in the power of teamwork and strive to create a positive environment for both customers and colleagues.

Throughout my career, I have successfully handled inbound and outbound calls, assisted customers with reservations, and provided quality analysis to improve service delivery. My ability to empathize with customers and address their concerns has been instrumental in building trust and ensuring satisfaction. I am eager to leverage my skills and experience to contribute to a dynamic team and continue my professional growth.

Experience

Work history, roles, and key accomplishments

Collections & Customer Service Agent

KM2 Solutions Call Center

Jan 2020 - Present (5 years 8 months)

Handled inbound and outbound calls, assisting customers with online payments and vehicle title releases. Successfully negotiated payment plans for delinquent accounts and updated customer demographics.

Collections Customer Service Inbound Outbound Calling Data Management Communication Conflict Resolution

Sales Person

Ambrose Central Bakery

Jan 2013 - Present (12 years 8 months)

Managed sales operations within the bakery, engaging directly with customers to promote and sell products. Ensured customer satisfaction and handled transactions.

Sales Customer Service Inventory Management Communication

Reservations Agent

Hilton Reservations

Assisted guests with making, modifying, and canceling reservations. Resolved guest complaints efficiently to ensure high satisfaction.

Customer Service Communication

Quality Analyst

Hilton Reservations

Conducted quality analysis by auditing calls and coaching agents on missed opportunities and successful interactions. Prepared and forwarded performance reports via email.

Quality Assurance Reporting Data Analysis Communication

Inbound Customer Service Representative

Go Answer Call Center

Managed inbound calls, updating customer mailing addresses for seasonal magazines. Facilitated the sale of magazines for various clients.

Inbound Customer Service Data Entry Sales Support Communication Magazine Sales

Outbound Sales Representative

Go Answer Call Center

Conducted research to identify potential clients and initiated contact to schedule appointments for moving services. Negotiated prices and contributed to developing new client engagement strategies.

Outbound Sales Prospecting Lead Generation Negotiation Sales Strategy Customer Relationship Management Research

Education

Degrees, certifications, and relevant coursework

Coursera

Professional Certificate, IT Support

Completed the Google IT Support Professional Certificate program, gaining foundational knowledge in IT support. This included troubleshooting, customer service, networking, operating systems, and system administration.

Sir Arthur Lewis Community College

Associate Degree, Office Administrations

Obtained an Associate Degree in Office Administration, developing skills in office management, administrative procedures, and business communication. The curriculum covered various aspects essential for efficient office operations.

Clendon Mason Memorial

Certificate, General Studies

Received a Caribbean Examination Council Certificate, demonstrating proficiency in various subjects. This foundational education prepared for further academic and professional pursuits.