ERICA MORGAN-SPENCE
Montego Bay,St. James
Summary
To make a positive contribution in a dynamic work environment where I can effectively utilize my skills, knowledge, and abilities to support the goals of the organization. I aim to work diligently as part of a team while maintaining a high level of professionalism, reliability, and dedication. I also seek opportunities that will allow for continuous learning, career advancement, and both personal and professional development, while contributing to the overall growth and success of the company.
Professional customer service leader equipped to drive results and foster team collaboration. Skilled in conflict resolution, process improvement, and customer satisfaction. Highly adaptable, reliable, and focused on exceeding expectations in fast-paced environment. Strong communication, problem-solving, and leadership abilities ensure seamless operations and exceptional customer experiences.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Customer Service Agent
Flight Support Ltd
Providenciales Turks And Caicos Airport
11.2023 - 01.2026
- As a Lead Customer service agent my responsibilities were to supervise the daily customer service operations and ensure passengers receive efficient, friendly, and professional assistance. Led a team of customer service agents, providing guidance, training, and support to maintain high service standards. Assisted passengers with check-in, ticketing, boarding procedures, and resolving travel concerns while ensuring compliance with airline policies and safety regulations. Managed customer inquiries handled complaints professionally and worked closely with airport operations staff to ensure smooth flight departures and arrivals. Demonstrated strong leadership, communication, and problem-solving skills while maintaining a positive travel experience for customers.
- Supervised daily operations of customer service team, ensuring high-quality support and satisfaction.
Lead Passenger Service Agent
GCG Ground Services
Sangster’s International Airport
06.2017 - 11.2023
- As a Lead Passenger service agent my responsibilities were to supervise the daily customer service operations and ensure passengers receive efficient, friendly, and professional assistance. Led a team of customer service agents, providing guidance, training, and support to maintain high service standards. Assisted passengers with check-in, ticketing, boarding procedures, and resolving travel concerns while ensuring compliance with airline policies and safety regulations. Managed customer inquiries handled complaints professionally and worked closely with airport operations staff to ensure smooth flight departures and arrivals. Demonstrated strong leadership, communication, and problem-solving skills while maintaining a positive travel experience for customers.
- Collaborated with management on strategic initiatives aimed at improving service quality and operational effectiveness.
Customer Service Representative
Contax360 BPO Solutions
Montego Bay, St. James
08.2020 - 10.2020
- As a customer service agent on the from you flowers department my responsibility was to provide high-quality customer support to clients placing and managing floral and gift orders. Assisted customers with order placement, order tracking, product information, and resolving delivery concerns in a professional and timely manner. Handle inbound calls and ensure customer satisfaction and maintain company service standards. Demonstrated strong communication and problem-solving skills while working in a fast-paced call center environment.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Utilization Review Agent
Itel-Bpo Smart Solutions
Montego Bay, St. James
01.2017 - 04.2017
- My responsibilities were to contact customers to review and verify service utilization while ensuring accurate documentation and compliance with company guidelines. Conducted outbound calls to gather necessary information, clarify customer accounts, and assist with inquiries in a professional and courteous manner. Maintained detailed records of customer interactions and ensured all information was updated accurately in the system. Demonstrated strong communication, problem-solving, and organizational skills while meeting daily call targets and performance standards.
Customer Service Agent
Global Exchange Group
Sangster’s International Airport
01.2015 - 01.2017
- As a customer service agent my responsibilities were to provide excellent customer service to international travelers by assisting with foreign currency exchange transactions and financial services. Ensured accurate handling of cash, processed currency exchange requests efficiently, and maintained compliance with company policies and financial regulations. Assisted customers with inquiries, explained exchange rates and resolved concerns in a professional and friendly manner.
- Assisted customers with currency exchange transactions, ensuring accurate processing and compliance with regulations.
Education
High School Diploma -
Alison Empower Yourself
Online 12-2024
Supervisory Management -
Heart Trust
Montego Bay, T. James08-2023
High School Diploma -
Morant Bay High School
St. Thomas, Jamaica01-2011
Cedar Valley Primary And Junior High School
St. Thomas, Jamaica01-2006
Skills
- Call center experience
- Fast learner
- Customer service
- Problem-solving
- Attention to detail
Accomplishments
- Customer Service Soft Skills at GCG Ground Service
- Perfect Attendance at Global Exchange Group
- Outstanding Performance in Transactions at Global Exchange Group
Certification
- Three (3) Diplomas in Supervisory Management, Hospitality Management and Supervision
- Certificates in Supervision Skills and Team Leader
- Nine (9) CXC Passes
Interests
I have a strong interest in customer service and building positive relationships with people from diverse backgrounds I enjoy working in team-oriented environments, communicating effectively, and helping to solve problems that improve customer satisfaction I am also interested in continuous learning and personal development, which helps me grow professionally and contribute positively to any organization I am part of
Timeline
Lead Customer Service Agent
Flight Support Ltd
11.2023 - 01.2026
Customer Service Representative
Contax360 BPO Solutions
08.2020 - 10.2020
Lead Passenger Service Agent
GCG Ground Services
06.2017 - 11.2023
Utilization Review Agent
Itel-Bpo Smart Solutions
01.2017 - 04.2017
Customer Service Agent
Global Exchange Group
01.2015 - 01.2017
High School Diploma -
Alison Empower Yourself
Supervisory Management -
Heart Trust
High School Diploma -
Morant Bay High School
Cedar Valley Primary And Junior High School