Kellia-Ann Guadalupe
Brooklyn,NY
Summary
Motivated and dedicated individual seeking to contribute strong work ethic, reliability and commitment to achieving organizational goals. Great multitasker with training in Customer Service management and extensive experience in food service. Committed to enhancing customer experiences, and eager to bring an intense sense of responsibility and work ethic, while continuously learning and growing professionally.
Overview
14
14
years of professional experience
Work History
Waitress/Supervisor
Cheryl's Global Soul
Brooklyn, NY
06.2021 - Current
- Managed table turnover rate effectively allowing for more guests served per shift.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
- Provided detailed daily reports on sales figures resulting in better financial planning and budgeting.
- Trained new staff to uphold service standards, ensuring consistency in customer experience.
- Adapted quickly to menu changes, ensuring team was always informed and prepared.
- Reduced order errors significantly, ensuring accurate communication between kitchen and dining area.
Call Center Sales Representative
IBEX Global Jamaica
Kingston, Jamaica, W.I.
02.2020 - 06.2021
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Set up appointments with interested customers according to schedule availability.
Call Center Customer Service Team Leader
ALORICA - Jamaica
Kingston, Jamaica W.I.
04.2017 - 02.2020
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Led by example through consistently maintaining excellent performance standards.
- Collaborated with management to develop strategies aimed at improving overall team performance.
Customer Service Representative Agent
ACS - A Xerox Company
St. Catherine, Jamaica W.I.
01.2011 - 03.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Education
No Degree - Business Education
Wilmots Academy
Kingston, Jamaica W.I.04-2008
High School Diploma -
St. Hugh's High
Kingston, Jamaica W.I.01-2000
Skills
- Task delegation
- Complaint handling
- Order accuracy
- Sales promotion
- Customer service
- Worker training
- Cash handling
Timeline
Waitress/Supervisor
Cheryl's Global Soul
06.2021 - Current
Call Center Sales Representative
IBEX Global Jamaica
02.2020 - 06.2021
Call Center Customer Service Team Leader
ALORICA - Jamaica
04.2017 - 02.2020
Customer Service Representative Agent
ACS - A Xerox Company
01.2011 - 03.2017
No Degree - Business Education
Wilmots Academy
High School Diploma -
St. Hugh's High