Summary
Overview
Work History
Education
Skills
Timeline
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Ikema Stewart

Ikema Stewart

Customer Service Specialist
Coral Springs,Florida

Summary

To obtain a challenging and rewarding position within your organization. I am a friendly, loyal and a dedicated individual, who has an ambition to succeed in any given environment. I love to learn and I am always up to a challenge, whatever the situation. I am tending my application for a full time job within your organization. I am optimistic, outgoing and reliable. With this gift I am able to communicate well with people of all level. I am prepared to work to the best of my ability to enhance my credentials. It will be a wonderful experience to work within your organization. If selected, I am sure, I will be able to forge a mutually-beneficial and long-lasting relationship with your team. My resume, which I have attached with this application, will describe you in further detail about my experience. I hope you will consider my application and will give me an opportunity. Yours Sincerely, Ikema Stewart

Overview

14
14
years of professional experience
7
7
years of post-secondary education

Work History

Customer Service Manager

Contax 360 BPO Solutions
06.2017 - 01.2020
  • Worked as a supervisor for 2 weeks, then promoted to a Customer Service Manager
  • My daily functions include monitoring and coaching supervisors and team leads, ensuring they were following company policies, relating the information to their agents
  • Doing weekly stats on supervisors and their teams performance along with their KPI’s scores
  • Issuing Action plans and disciplinary actions when needed
  • I also ensure that my supervisors are always motivated, doing their best every day, reaching out to them when in need, acted as a Councilor for them
  • I conducted interviews regularly, by selecting the most suitable candidate for the campaign.

Customer Service AgentOctober

AJAS Ltd
01.2009 - 01.2016
  • Worked as a customer service agent for numerous airlines and was also scheduled to work in the phones room where I would answer the phone, receive and send fax, document messages, transfer calls, take notes, upload passenger manifest for different airlines, communicate with different resorts and hotels when there was a flight cancellation
  • First, I was a concierge for West Jet, Sunwing, Neos, Can jet, Thomas Cook, Delta, United, JetBlue, Air Berlin, Aerogaviota, Condor, Cayman Airways, Blue Panorama, Frontier and many more
  • I was then sent to do documents training for US and Canadian documents
  • I then started to check-in and board flights for all these airlines, most airlines used different systems
  • I was then requested by the airline manager of West Jet to only work her flights, so I did by check-in, boarding and sometimes be the lead
  • After West Jet left Ajas, I was then requested by a Delta
  • Supervisor, to work only Delta Flights
  • I was trained for ticketing as well
  • Later, I was promoted to local gate trainer
  • I was a lead gate senior agent.

Customer Service Agent

ACS
06.2006 - 01.2009
  • Worked as a customer service agent for the client United Health Care, I worked in the benefits department where I dealt with medical professions
  • The doctors would call and request for a particular patients’ coverage and benefits on a certain medical diagnosis
  • I was then transferred to claims department where I dealt with the patients
  • The patients would call to find out if a certain diagnosis was covered or why a claim was left unpaid
  • Later, I started doing both benefits and claims.

Collection Agent & Sales AgentSeptember

National Assets Recovery Services
01.2004 - 01.2006
  • Worked as a collection agent for the clients 24Hour Fitness and Credit One, My function was to contact these customers and convinced them to pay their outstanding bills by phone or directly to the companies
  • Also worked for the client Bellsouth as a sales agent, offering bundle packages to Bellsouth customers.

Education

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Herbert Morrison Technical High School
01.1998 - 01.2003

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Montego Bay Community College
01.2003 - 01.2005

Skills

Ability to conduct trainingundefined

Timeline

Customer Service Manager

Contax 360 BPO Solutions
06.2017 - 01.2020

Customer Service AgentOctober

AJAS Ltd
01.2009 - 01.2016

Customer Service Agent

ACS
06.2006 - 01.2009

Collection Agent & Sales AgentSeptember

National Assets Recovery Services
01.2004 - 01.2006

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Montego Bay Community College
01.2003 - 01.2005

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Herbert Morrison Technical High School
01.1998 - 01.2003

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Ikema StewartCustomer Service Specialist