Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dennikay Ferguson-Woost

Berea,OH

Summary

Highly driven Customer Service Representative with 3 years experience in time management, conflict resolution and critical thinking. Seeking to leverage my expertise to shape client experience and implement innovative solutions for customer satisfaction.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

IBEX BPO ( Jamaica )
02.2021 - 12.2024
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional customer service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided empathetic support for customers experiencing personal difficulties and resolve issue in a timely manner.
  • De-escalate calls with irated customers.

Customer Service Representative/Sales Agent

Fusion BPO ( Jamaica )
11.2018 - 01.2021
  • Managed irate customers, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Delivered prompt service to prioritize customer needs.

Store Clerk

Carby’s ( Jamaica )
06.2017 - 09.2018
  • Replenished sales floor merchandise; organized shelves and racks for optimal appearance.
  • Assisted customer by locating items, processing payments, and carrying out heavy purchases.
  • Performed inventory control, such as counting, and stocking merchandise.
  • Managed returns and exchanges efficiently, resolving customer issues promptly while adhering to store policies.
  • Developed strong rapport with customers and created positive impression of the business.

Inventory Clerk

Anderson Hardware- ( Jamaica )
06.2014 - 09.2016
  • Maintained inventory count, tracked usage, and documented variances.
  • Assisted in physical inventories, verifying counts against existing records for improved accuracy in reporting data.
  • Facilitated smooth communication between departments regarding inventory needs and adjustments, leading to better overall efficiency in operations.
  • Completed physical inventory counts each month.
  • Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.

Education

Principle of Business ( CXC )

BGJ Institution
St.Andrew, Jamaica
05-2017

Customer Service ( (City And Guilds)

BGJ Institution
St.Andrew ( Jamaica )
05-2017

Food Preparation ( NVQJ )

Kings Gate Heart Trust
St.Andrew ( Jamaica )
06-2015

High School Diploma -

Greater Portmore High School
St.Catherine ( Jamaica )
06-2013

Skills

  • Active listening
  • Critical thinking
  • Conflict resolution
  • De-escalation techniques
  • Dispute resolution

Timeline

Customer Service Representative

IBEX BPO ( Jamaica )
02.2021 - 12.2024

Customer Service Representative/Sales Agent

Fusion BPO ( Jamaica )
11.2018 - 01.2021

Store Clerk

Carby’s ( Jamaica )
06.2017 - 09.2018

Inventory Clerk

Anderson Hardware- ( Jamaica )
06.2014 - 09.2016

Principle of Business ( CXC )

BGJ Institution

Customer Service ( (City And Guilds)

BGJ Institution

Food Preparation ( NVQJ )

Kings Gate Heart Trust

High School Diploma -

Greater Portmore High School

Similar Profiles

CREATE PROFILE