Colleen Whilby
Barnstable,MA
Summary
Service-oriented individual with extensive experience in client care and customer service. Skilled in assessing client needs and delivering tailored support, ensuring satisfaction and safety. Proven track record of fostering relationships and promptly addressing inquiries in both healthcare and service environments.
Overview
10
10
years of professional experience
Work History
Certified Nursing Assistant
Home Instead
Hyannis, Jamaica
01.2025 - Current
- Administered medications according to care plans and physician instructions.
- Monitored client health and reported changes to nursing staff promptly.
- Assisted clients with daily living activities and personal care tasks.
- Provided companionship and emotional support to enhance client well-being.
- Maintained a clean and safe environment for clients in their homes.
Customer Service Representative
24-7 Intouch Contact Center
Montego Bay, Jamaica
02.2021 - 09.2023
- Identify and assess customers' needs to achieve satisfaction
- Assisted customers with inquiries, resolving issues promptly to enhance customer satisfaction.
- Managed high volume of incoming calls, ensuring timely and effective customer interactions.
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas.
Customer Care Representative
Teleperformance
Freeport Montego Bay, Jamaica
05.2016 - 01.2021
- Manage large amounts of incoming calls
- Assisted customers in booking houses, condos, cabins, etc., ensuring a seamless reservation process.
- Identify and assess customers' needs to achieve satisfaction
- Built strong relationships and trust with customers through effective and open communication.
- Answered customer inquiries over the phone and via email.
- Supported customer service operations at HomeAway, enhancing overall service quality.
- Generate sales leads
Education
High School Certificate -
DeCarteret College
Mandeville, Manchester Parish01-2016
Diploma - Business Administration
Heart trust Nta
Skills
- Patient care knowledge
- Patient support experience
- Communication expertise
- Customer service skills
- Customer-focused
- Works well under pressure
- Planning and coordination
- Quick learner
- Computer knowledge
- Written communication
- Oral communication
- Work well with others
- Empathy and compassion
- Flexible
Timeline
Certified Nursing Assistant
Home Instead
01.2025 - Current
Customer Service Representative
24-7 Intouch Contact Center
02.2021 - 09.2023
Customer Care Representative
Teleperformance
05.2016 - 01.2021
High School Certificate -
DeCarteret College
Diploma - Business Administration
Heart trust Nta