Kimberly Ashley
Brooklyn
Summary
Dynamic professional with a proven track record at Teleperformance, adept in customer service and workforce analysis. Excelled in high-stress situations and strategic planning, enhancing customer loyalty and operational efficiency. Skilled in critical thinking and computer proficiency, achieving significant improvements in service levels and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Teleperformance
03.2022 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Personal Assistant
Tons of Fun Party Service
06.2022 - 12.2022
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Accomplished project deadlines by assisting with task completion whenever required.
Workforce Analyst
Teleperformance
10.2018 - 03.2020
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Maintained accurate records of headcount changes over time, providing valuable trend data for future planning purposes.
Education
Bachelor Of Science - Business
University of Guyana
Georgetown, GY11.2023
Diploma - Accounting
University of Guyana
Georgetown, GY11.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Computer proficiency
- Coordination
Timeline
Personal Assistant
Tons of Fun Party Service
06.2022 - 12.2022
Customer Service Representative
Teleperformance
03.2022 - 12.2024
Workforce Analyst
Teleperformance
10.2018 - 03.2020
Bachelor Of Science - Business
University of Guyana
Diploma - Accounting
University of Guyana
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