DEEANDRA DALEY
Kingston
Summary
Dedicated and results-driven professional committed to actively contributing to the achievement of the organization's objectives. Bringing a strong work ethic and a proactive approach to fostering the growth and development of both the business and professional skill set. Possesses strong communication and interpersonal skills with a demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
7
7
years of professional experience
Work History
E-commerce Operations Coordinator
Rebag
04.2024 - Current
- Serve as the control team, utilizing problem-solving skills to address inquiries and reconcile data discrepancies across various company departments and with customers
- Conduct data analysis and contribute to various audit requests throughout the calendar year
- Generate documentation and process flow to support the company's continuous improvement efforts
- Supervise order processing, including cancellations and refunds on Rebag and marketplaces
- Address problematic orders, shipping delays, and related complications, collaborating with cross-functional teams (customer service, operations, retail) to promptly resolve issues and enhance future customer experiences
- Conduct fraud reviews on orders flagged in the internal queue, emphasizing quick communication with clients
- Review, troubleshoot, and submit bank chargebacks or PayPal disputes
- Assist, create, and upload marketplace listings and feeds, as well as understand third-party marketplace integrations
- Manage third-party marketplace questions and escalations
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Answer all incoming customer service phone calls and emails in a timely manner
- Handle 3 consecutive live chats to address any customer related queries and concerns
- Build relationships and engage with customers
- Identify customers' needs - clarifying customer information, order information, research & investigate customer issues and provide solutions/alternatives
- Act as a liaison between headquarters and different retail departments.
Customer Service Associate
Rebag
05.2023 - 04.2024
- Serve as the control team, utilizing problem-solving skills to address inquiries and reconcile data discrepancies across various company departments and with customers
- Conduct data analysis and contribute to various audit requests throughout the calendar year
- Generate documentation and process flow to support the company's continuous improvement efforts
- Supervise order processing, including cancellations and refunds on Rebag and marketplaces
- Address problematic orders, shipping delays, and related complications, collaborating with cross-functional teams (customer service, operations, retail) to promptly resolve issues and enhance future customer experiences
- Conduct fraud reviews on orders flagged in the internal queue, emphasizing quick communication with clients
- Review, troubleshoot, and submit bank chargebacks or PayPal disputes
- Assist, create, and upload marketplace listings and feeds, as well as understand third-party marketplace integrations
- Manage third-party marketplace questions and escalations
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Answer all incoming customer service phone calls and emails in a timely manner
- Handle 3 consecutive live chats to address any customer related queries and concerns
- Build relationships and engage with customers
- Identify customers' needs - clarifying customer information, order information, research & investigate customer issues and provide solutions/alternatives
- Act as a liaison between headquarters and different retail departments.
Concierge Agent
J. D Power/ Autodata Solutions
04.2021 - 05.2023
Chat Agent / Acting Team Leader / Assistant Training Facilitator
Digicel Jamaica, Digital
10.2018 - 07.2021
Customer Care Representative / Inbound Call Agent / Front Desk Assistant
Digicel Jamaica
05.2017 - 10.2018
Education
Certification - Modern Supervisor Skills
Institute of Certified Professional Managers
03.2021
Certification - Introduction to Psychology
Yale University
03.2021
Certification - Introduction to Social Media Marketing
Meta
03.2021
Diploma - Business Administration
HEART Trust NTA
08.2015
Skills
- Customer Service
- Project Management
- Emotional Intelligence
- Account Management
- Quality Assurance
- Data Entry
- Operations Management
- Inventory Coordination
- Schedule Coordination
- Document Management
- Time Management
- Risk Management
References
- Terry-Kay Datadeen, Quality and Operations Manager, Digicel Jamaica Limited, 8768818173
- Nicole Samuels, Corporate Team Leader, Digicel Jamaica Limited, 8764709699
Timeline
E-commerce Operations Coordinator
Rebag
04.2024 - Current
Customer Service Associate
Rebag
05.2023 - 04.2024
Concierge Agent
J. D Power/ Autodata Solutions
04.2021 - 05.2023
Chat Agent / Acting Team Leader / Assistant Training Facilitator
Digicel Jamaica, Digital
10.2018 - 07.2021
Customer Care Representative / Inbound Call Agent / Front Desk Assistant
Digicel Jamaica
05.2017 - 10.2018
Certification - Modern Supervisor Skills
Institute of Certified Professional Managers
Certification - Introduction to Psychology
Yale University
Certification - Introduction to Social Media Marketing
Meta
Diploma - Business Administration
HEART Trust NTA
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