Kenisha Brown
Lakeland,Florida
Summary
Dedicated and customer-focused professional with over five years of experience in customer service, administrative support, and remote operations. Skilled in managing high call volumes, handling inquiries through multiple channels, and maintaining accurate records. Known for delivering exceptional service with empathy, professionalism, and efficiency. Strong technical and communication skills with proven success in virtual work environments and fast-paced team settings.
Overview
11
11
years of professional experience
Work History
Remote Customer Care Representative
Everise Inc.
2025.11 - Current
- Handle high-volume inbound customer calls while maintaining professionalism, empathy, and efficiency.
- Resolve customer inquiries, complaints, and service requests in accordance with company policies and quality standards.
- Accurately document interactions and update customer records using CRM systems and ticketing tools.
- Meet and exceed key performance metrics including call handling time, customer satisfaction, and first-call resolution.
- Navigate multiple systems simultaneously while maintaining attention to detail in a fast-paced virtual environment.
- Follow established scripts, workflows, and compliance guidelines while personalizing customer interactions.
- Collaborate with remote team members and supervisors to improve service quality and operational efficiency.
- Maintain confidentiality of customer data and adhere to security and privacy protocols in a remote setting.
Entrepreneur / Business Owner
Mink Snobb Studios
Nassau, Bahamas
2021.11 - Current
- Managed client communications, scheduling, and payment processing.
- Delivered consistent, high-quality customer experiences and maintained accurate business records.
Customer Service Representative (Remote)
Kings and Queens Dynasty
2024.03 - 2025.07
- Provided professional support via phone, chat, and email for a range of customer inquiries.
- Resolved customer issues promptly and accurately, ensuring high satisfaction ratings.
- Processed payments, updated customer accounts, and maintained detailed documentation.
- Collaborated with team members to meet daily service metrics for quality and response time.
- Utilized CRM and communication tools to manage workflows efficiently in a remote setting.
Guest Service Representative
Margaritaville Beach Resort
Nassau, Bahamas
2021.06 - 2021.11
- Handled guest check-ins, billing, and inquiries while ensuring seamless service delivery.
- Maintained accuracy in account transactions and provided personalized guest support.
Quality Coordinator
Melia Nassau Beach
Nassau, Bahamas
2017.04 - 2021.03
- Conducted service audits and inspections to uphold hospitality quality standards.
- Collaborated with departments to improve guest satisfaction and operational performance.
Revenue Auditor
Albany Bahamas
Nassau, Bahamas
2016.04 - 2017.03
- Performed daily income audits and reconciliations in compliance with financial controls.
- Ensured timely and accurate reporting of revenue data.
Revenue Auditor (Casino)
Baha Mar Casino & Hotel
Nassau, Bahamas
2015.03 - 2015.10
- Reviewed compliance procedures and implemented improved financial safeguards.
Education
Medical Office Receptionist Certification -
Ashworth College
Online01.2026
Associate of Science - Accounting
Galilee College
Nassau, BahamasHigh School Diploma -
Westminster College
Nassau, BahamasSkills
- Remote & Call Center Customer Support
- CRM Systems
- Data Entry
- Ticket Management
- Technical Proficiency
- Microsoft Office
- Google Workspace
- Zendesk
- Salesforce
- Conflict Resolution
- Customer Retention
- Scheduling
- Billing
- Record Management
- Multitasking
- Time Management
- Strong Communication
- Empathy
- Team Collaboration
- Problem-Solving
- Attention to Detail
- Adaptability
- High-Volume Call Handling
- Queue Management
- Customer Satisfaction
- First Call Resolution
- Call Center Metrics Adherence
- CRM & Ticketing Systems Navigation
- Remote Work Accountability
- Active Listening
- De-escalation
- Scripted Call Flow Execution
- Multitasking Across Multiple Systems
- Data Privacy
- Security Compliance
- Professional Virtual Communication
Timeline
Remote Customer Care Representative
Everise Inc.
2025.11 - Current
Customer Service Representative (Remote)
Kings and Queens Dynasty
2024.03 - 2025.07
Entrepreneur / Business Owner
Mink Snobb Studios
2021.11 - Current
Guest Service Representative
Margaritaville Beach Resort
2021.06 - 2021.11
Quality Coordinator
Melia Nassau Beach
2017.04 - 2021.03
Revenue Auditor
Albany Bahamas
2016.04 - 2017.03
Revenue Auditor (Casino)
Baha Mar Casino & Hotel
2015.03 - 2015.10
Medical Office Receptionist Certification -
Ashworth College
Associate of Science - Accounting
Galilee College
High School Diploma -
Westminster College