Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Karey-Ann Miller-Blake

Murrieta,CA

Summary

Detail-oriented customer service representative with years of experience in providing exceptional customer service. Possesses excellent communication, problem-solving, and customer service skills. Experienced in responding to customer complaints and inquiries in a timely manner.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Contact Representative

Holtsville
11.2021 - 03.2025
  • Department of the Treasury - IRS
  • GS0962-08
  • Provide financial information to assist individuals and business entities to ensure compliance and disclosure requirements.
  • Analyzes, evaluates inquiries, and provides phone training to resolve related financial issues and the application of regulatory requirements.
  • Implement future actions to assess and maintain compliance with tax codes and precedents using sophisticated software. Conduct administrative research on notices and correspondence for individuals and businesses with tax filings.
  • Employ exceptional listening skills to determine the nature of calls, in order to clearly and precisely address inquiries in a professional manner.
  • Resolve product and service challenges by researching customer complaints, and following up to ensure satisfactory resolutions.
  • Verified customer information and updated records accordingly.
  • Maintained accurate records of customer interactions.
  • Worked with cross-functional teams to resolve customer issues.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.

Small Business Owner

Your Baby Concierge, Montego
09.2019 - 05.2021
  • Sale of baby clothing, shoes, and other accessories.
  • Analyzed market trends to inform product offerings and pricing decisions.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Group Sales Coordinator

Island Routes Caribbean Adventures Montego
10.2012 - 06.2014


  • Offered friendly and efficient customer service, handled challenging situations easily, and resolved team issues.
  • Developed and maintained relationships with vendors and suppliers.
  • Coordinated with other departments to ensure a safe and welcoming environment.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Resolved customer complaints regarding sales and service.
  • Maintained records of all transactions related to group sales operations including invoices and payments.
  • Coached, developed and motivated team to achieve revenue goals.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Provided excellent customer service by responding promptly to inquiries and resolving issues efficiently.

Telephone Sales Representative

Island Routes Caribbean Adventure Tours
09.2010 - 10.2012


  • Telephone Sales, Customer Service Specialist who provided unique adventure experiences for guests visiting some islands in the Caribbean (Antigua, Exuma, Grenada, Jamaica, St. Lucia, Turks & Caicos).
  • Conducted market research to identify new business opportunities, and achieved personal sales and profitability goals by consistently and proactively engaging guests using the company sales process.
  • Developed and maintained a customer database to track customer information, and trained new associates on sales techniques, customer service, and product knowledge.
  • Documented sales call data in company software.
  • Identified customer needs and offered appropriate solutions to meet their requirements.
  • Adhered to company policies and procedures while handling customer inquiries.
  • Maintained a professional attitude when dealing with difficult callers.
  • Attended training sessions on new products and services as needed.
  • Resolved customer complaints quickly and efficiently via telephone interaction.

Service Specialist//Ticket Agent/Acting Supervisor

Air Jamaica Holdings Ltd
01.2001 - 04.2010
  • Assist customers with reservations, flight information, credit card purchases and problems accessing the website
  • Answer telephone inquiries from passengers, travel agents, representatives from other airlines and persons from other departments within Air Jamaica
  • Being a mentor to new employee after they have completed their training
  • Coordinated and assisted in training employees; ensured that staff training met and exceeded the minimum levels set forth by the senior management

Education

High School Diploma -

Montego Bay High School
06-1995

Skills

  • Goal oriented
  • Empathy and patience
  • Data entry proficiency
  • Assertiveness

Certification

  • CERTIFICATE-MANAGEMENT COMMUNICATION
  • CUSTOMER SERVICE TELEPHONE SKILLS-AIR JAMAICA HOLDINGS
  • TOP PRODUCER-AIR JAMAICA HOLDINGS
  • MOST IMPROVED AGENT-AIR JAMAICA HOLDINGS

References

References available upon request.

Timeline

Contact Representative

Holtsville
11.2021 - 03.2025

Small Business Owner

Your Baby Concierge, Montego
09.2019 - 05.2021

Group Sales Coordinator

Island Routes Caribbean Adventures Montego
10.2012 - 06.2014

Telephone Sales Representative

Island Routes Caribbean Adventure Tours
09.2010 - 10.2012

Service Specialist//Ticket Agent/Acting Supervisor

Air Jamaica Holdings Ltd
01.2001 - 04.2010

High School Diploma -

Montego Bay High School

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Karey-Ann Miller-Blake