Altaphia Hamilton
Hartford,CT
Summary
Dynamic and compassionate
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Caregiver
Decent Home Care
Hartford
01.2024 - 10.2025
- Assisted clients with daily living activities to enhance quality of life.
- Administered medication and monitored health status for client safety.
- Provided companionship and emotional support to individuals in care.
- Collaborated with healthcare professionals to develop personalized care plans.
- Implemented safety measures to ensure a secure living environment for clients.
- Adapted care strategies based on individual needs and preferences of clients.
- Assisted clients with activities of daily living, promoting independence and quality of life.
Customer Service Representative/Team Leader Manager
Alorica
01.2022 - 03.2024
- Led team of customer service representatives to achieve performance targets and improve client satisfaction.
- Implemented training programs that enhanced team skills and promoted adherence to company policies.
- Streamlined communication processes between departments, resulting in improved operational efficiency.
- Conducted regular performance evaluations to identify areas for development and recognize top performers.
- Coordinated scheduling and resource allocation to optimize workflow and meet customer demands effectively.
- Mentored new hires, fostering a collaborative environment that encouraged knowledge sharing and teamwork.
- Analyzed customer feedback to develop strategies for enhancing service delivery and resolving issues promptly.
- Resolved customer inquiries through effective communication and problem-solving techniques. (Phone calls)
Customer Service Representative/Team Leader
The Office Gurus
Jamaica
07.2019 - 11.2021
- Facilitated team meetings focused on best practices, driving engagement and accountability among staff members.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Responded to customer requests (Phone Calls) for products, services, and company information.
Customer Service Representative
Sutherland Global
Jamaica
06.2013 - 06.2019
- Assisted customers with inquiries and product information through various communication channels.
- Resolved customer complaints efficiently, enhancing overall satisfaction and loyalty.
- Utilized CRM software to track interactions and manage customer data effectively.
- Adapted to changing workflows, ensuring seamless service delivery during peak times.
- Educated customers on product features, guiding them toward informed purchasing decisions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Associate of Arts -
Edna Manley College
Jamaica High School Diploma -
Merl Grove High
Jamaica Skills
- Compassionate client care
- Documentation
- Community activities
- Daily living activities assistance
- Complaint resolution
- Customer service
- Phone calls/Chat/Emails
Timeline
Caregiver
Decent Home Care
01.2024 - 10.2025
Customer Service Representative/Team Leader Manager
Alorica
01.2022 - 03.2024
Customer Service Representative/Team Leader
The Office Gurus
07.2019 - 11.2021
Customer Service Representative
Sutherland Global
06.2013 - 06.2019
Associate of Arts -
Edna Manley College
High School Diploma -
Merl Grove High