Kendra Salmon
Saint Johns
Summary
Experienced Customer Service Specialist with Risk and Sales background with over 20 years of experience in client-facing roles and administrative operations. Adept at providing high-touch customer service, coordinating logistics, and handling fast-paced environments with professionalism and grace. Known for strong organizational skills, calm demeanor under pressure, and ability to quickly resolve customer needs. Antiguan resident with a valid driver’s license and own vehicle.
Overview
11
11
years of professional experience
Work History
Owner / Baker
The Flour Pot
01.2022 - Current
- Launched and operate a home-based bakery, managing every aspect from baking and packaging to marketing, order fulfillment, and customer service.
- Built a loyal customer base through consistent quality, personalized service, and creative seasonal offerings.
- Oversee finances, inventory, and logistics while maintaining high standards of taste, presentation, and professionalism.
Financial Operations Analyst
BC Operations Ltd
09.2024 - 05.2025
- Analyze and investigate reports to identify suspected fraud activities and take appropriate action based on standard procedures.
- Perform investigative analyses to get to the root cause of any client inquiry by requesting and reviewing relevant documentation to resolve.
- Organize, track, and update department specific documentation.
Risk Analyst
Global Management Infrastructure Services Ltd
09.2018 - 08.2024
- Verified customer identities and evaluated financial risk with accuracy and discretion, ensuring secure client onboarding and account activity.
- Investigated fraud claims including identity theft, unauthorized transactions, and compromised account, always with a customer-first approach to resolution.
- Managed 50–80 daily emails and 15–20 phone inquiries, maintaining a calm, professional tone while resolving concerns swiftly and thoroughly.
- Proposed process improvements based on behavioral trend analysis, reducing resolution times and improving client satisfaction scores.
Customer Service Representative
Global Management Infrastructure Services Ltd
08.2015 - 09.2018
- Managed 3,500+ chats and 500+ emails monthly, delivering prompt, courteous, and solution-driven support across multiple channels.
- Provided tailored assistance with attention to individual needs, enhancing guest satisfaction and personalization.
- Built strong client relationships through empathy, patience, and professionalism — consistently exceeding service benchmarks.
- Maintained high service standards under pressure while handling multiple inquiries with accuracy and care.
Senior Customer Sales Representative
Mega Distributors Ltd
06.2014 - 08.2015
- Increased sales by 15% and boosted customer retention by 10% through personalized engagement and consistent service excellence.
- Managed full inventory and sales operations — including daily reporting, stock checks, and end-of-shift balancing — ensuring smooth, accurate transactions.
- Trained and guided new team members, enhancing team performance and maintaining high service standards through clear communication and hands-on support.
Education
High School Diploma -
Christ The King High School
St. John's06.2008
Skills
- Exceptional Customer Relations
- Small business operations
- Relationship building
- Professional Under Pressure
- Effective Communication (Verbal & Written)
- Dependable & Resourceful
- Flexible & Mobile
- Discreet & Trustworthy
- Attention to Detail
- Critical Thinker
Languages
English
Native or Bilingual
French
Limited Working
German
Elementary
Timeline
Financial Operations Analyst
BC Operations Ltd
09.2024 - 05.2025
Owner / Baker
The Flour Pot
01.2022 - Current
Risk Analyst
Global Management Infrastructure Services Ltd
09.2018 - 08.2024
Customer Service Representative
Global Management Infrastructure Services Ltd
08.2015 - 09.2018
Senior Customer Sales Representative
Mega Distributors Ltd
06.2014 - 08.2015
High School Diploma -
Christ The King High School
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