Annicka Jackson-O'Sullivan
Summary
Dynamic customer service professional with a proven track record at Wayfair, excelling in customer satisfaction and team coordination. Skilled in transaction processing and communication, I effectively resolved issues and trained new team members, enhancing service quality and operational efficiency. Committed to delivering exceptional experiences in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Wayfair
01.2023 - Current
- Facilitated online purchases and account management for customers.
- Addressed and resolved issues with damaged or defective orders, ensuring customer satisfaction.
Front Desk Agent
S Hotel Kingston
kingston
12.2021 - 01.2023
- Greeted guests warmly and checked in visitors efficiently.
- Managed room reservations using hotel management software.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered phones, responded to inquiries, and took messages.
Team Coordinator Supervisor
Airbnb
01.2020 - 12.2021
- Oversaw the training and supervision of new team ambassadors, ensuring adherence to customer service standards.
- Monitored team performance metrics and conducted call reviews to provide targeted coaching and support for employee development.
- Effectively managed escalated issues and authorized transactions related to customers.
- Maintained high listing standards to improve guest satisfaction and experience.
- Ensured listing cleanliness to provide a welcoming environment for guests.
- Business or sector: Hospitality
Hotel Housekeeper
Pegasus
Kingston
01.2018 - 01.2020
- Collaborated with team members to maintain cleanliness in public areas.
- Reported maintenance issues to management for prompt resolution and upkeep.
- Organized housekeeping carts with necessary supplies at the start of shift.
- Stripped beds of soiled linen upon checkout of guests from their rooms.
- Responded promptly to guests' requests for extra supplies or other items.
Customer Service Representative
Hertz
12.2017 - 12.2018
- Assisted customers with reservations, billing inquiries, and account adjustments.
- Processed refunds and maintained customer satisfaction.
Receptionist Event Distribution Coordinator
Caribbean Cream Limited Kremi Bliss
01.2015 - 12.2018
- Coordinated corporate and private events, ensuring seamless execution and attendee satisfaction.
- Managed customer interactions, scheduling, and event logistics to enhance service delivery.
- Organized food and beverage arrangements, contributing to overall event success.
Education
CXC - English A, Social Studies, Principles of Business
06-2022
Early Childhood Development NVQ J Level 1 -
01-2012
Skills
- Customer Service Excellence
- Client Engagement
- Support
- Customer Interaction
- Transaction Processing
- Cash Handling
- Food Safety
- Team Coordination
- Collaboration Techniques
- Multitasking
- Communication
- Conflict Resolution
- Performance Management
Certification
- HACCPGMP Training Certificate
- Fundamentals of Information Security Certificate
- Protecting Sensitive Information Certificate
- Winning with Integrity
- Operations Risk Management Certificate
- Code of Conduct Certificate
Keywords
- Customer Service Excellence
- Food Service Support
- Team Coordination
- Supervision
- Cash Handling
- Transaction Processing
- Food Safety
- Sanitation Awareness
- Communication
- Multitasking
Timeline
Customer Service Representative
Wayfair
01.2023 - Current
Front Desk Agent
S Hotel Kingston
12.2021 - 01.2023
Team Coordinator Supervisor
Airbnb
01.2020 - 12.2021
Hotel Housekeeper
Pegasus
01.2018 - 01.2020
Customer Service Representative
Hertz
12.2017 - 12.2018
Receptionist Event Distribution Coordinator
Caribbean Cream Limited Kremi Bliss
01.2015 - 12.2018