Kashina Small
West Palm Beach,FL
Summary
Dedicated individual with extensive experience providing excellent customer service. Well-versed in resolving customer complaints, improving customer experience, and developing customer relations. Skilled in active listening, problem-solving, and conflict resolution. Proven track record of consistently meeting and exceeding customer expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Agent
CIBC First Caribbean International Bank
08.2017 - 09.2022
- Resolved customer service issues using company processes and policies and provided updates to clients.
- Educated clients in regards to the various banking products and services offered.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Ensured compliance with applicable laws, regulations, policies, procedures, and standards of ethical conduct relating to customer service operations.
Care Specialist
Vistaprint
01.2016 - 07.2017
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Responded to customer calls and emails to answer questions about products and services.
- Provided customers with detailed information on company products, services and materials.
- Utilized basic design tools to design and create informational marketing materials.
Receptionist
VIP Attractions-Club Mobay
12.2014 - 05.2015
- Greeted incoming guests professionally and provided friendly, knowledgeable assistance to ensure they had a positive experience.
- Answered phone promptly and directed incoming calls to correct offices.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
Bachelor of Science - Management Studies
University of The West Indies
Jamaica11.2016
Associate of Science - Natural Science
Montego Bay Community College
Montego Bay, Jamaica07.2011
Skills
- Customer Support and Retention
- Complaint Resolution
- Microsoft Office Suite
- Service Upselling
- Telephone Etiquette
- Interpersonal Communications
- Financial Records
Certification
Jamaica Financial Securities
Timeline
Senior Customer Service Agent
CIBC First Caribbean International Bank
08.2017 - 09.2022
Care Specialist
Vistaprint
01.2016 - 07.2017
Receptionist
VIP Attractions-Club Mobay
12.2014 - 05.2015
Bachelor of Science - Management Studies
University of The West Indies
Associate of Science - Natural Science
Montego Bay Community College
Jamaica Financial Securities
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