Taneka Coates
@tanekacoates
Customer service professional delivering exceptional support and measurable satisfaction improvements.
JamaicaWhat I'm looking for
I am a customer service professional with multiple years of frontline experience in BPO and retail environments. I consistently deliver exceptional service, boost satisfaction metrics, and resolve inquiries quickly.
At Contax 360 and Concentrix in Montego Bay, I improved customer satisfaction by 30% and maintained a 95% first-contact resolution rate while handling high-volume call traffic.
I have a background in cosmetology and hands-on roles such as food packing, which strengthened my communication, teamwork, and customer-focused approach. I am comfortable using CRM tools to track interactions and support sales through effective upselling.
I bring reliability, physical stamina, and a calm demeanor under pressure, and I have been recognized with 'Employee of the Month' awards for outstanding service excellence.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Contax 360 BPO Solutions
Sep 2024 - Oct 2025 (1 year 1 month)
Delivered exceptional customer service, boosting satisfaction by 30% and achieving a 95% first-contact resolution rate while handling high-volume calls and receiving Employee of the Month recognition.
COProvided high-quality support that increased customer satisfaction by 30%, achieved a 95% first-contact resolution rate, and drove 20% quarterly upsell growth using CRM tools.
Food Packer
Regal Bakery
Aug 2014 - Jun 2018 (3 years 10 months)
Managed food packing operations for four years, contributed to a 20% quarterly increase in product upsells by gathering customer feedback and supporting product improvements.
Education
Degrees, certifications, and relevant coursework
Community School of Cosmetology
Diploma in Cosmetology, Cosmetology
2017 - 2018
Completed a Diploma in Cosmetology at the Community School of Cosmetology, focusing on practical cosmetology skills and client services.
Health Education and Counselling Institute (HECOIN)
Health Education
2012 - 2013
Attended Health Education and Counselling Institute for training in health education and counselling topics.
The Learners Centre
2009 - 2010
Attended The Learners Centre for supplemental education during 2009–2010.
Maldon High School
High School Diploma
2003 - 2008
Completed secondary education at Maldon High School.
Howard Cooke Primary School
1998 - 2003
Completed primary education at Howard Cooke Primary School.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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