Lesa Hylton
Montego Bay,St. James
Summary
Empathetic, customer-centric, and dependable professional with a proven track record as a customer service agent, demonstrating a commitment to exceptional service and support. Success in various campaigns consistently results in top performance, while a collaborative spirit fosters an environment that empowers peers to excel. A passion for reading, exercising, and spending quality time outdoors with family and friends contributes to a positive mindset and renewed energy for tackling workplace challenges. This holistic approach enhances personal well-being and translates into outstanding service delivery and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Airport Agent
Nexus Tours
07.2024 - Current
- Airport check in of clients upon arrival, checking the reservations to see if transfers are on clients booking and also make sure hotel information is correct.
- If information is found to be incorrect this should be sent in teams to the relevant department for checking and corrections.
- To assist client if they have flight delays or missing items on arrival or departures.
- To check sunwing bus count and advise supplies if bus is over loaded so additions units can be provided before hand.
- To updated supplies when last minute bookings arrive so that adequate arrangements can be made to accommodate clients.
- Responded to customer inquiries, providing timely assistance and resolving issues effectively.
Customer Service Associate II
Jamaica Tours Limited
12.2023 - 05.2024
- Assist customers with inquiries, issues or request via phone calls or online chat.
- Providing information, resolving problems, processing orders, and offering support and guidance.
- Provide positive customers experience, often following scripts and company guidelines, and escalate complex issues to higher-level of support if necessary.
- Provide specialized information to customers with a warm and empathetic communication approach.
- Collect comprehensive information for accurate database updates.
Customer Service Associate II
Conduent
05.2023 - 11.2023
- Airport meet and greet at MBJ airport for arrival and departure with respective signage (name of individual or group)
- Check names on arrival if group request. Offer porter service for arrival and departure (if required)
- Dispatch vehicles from airport, hotels, off-site venues in all resort areas.
- Prepare detail report for each group with information to include airport arrival, departures, tours, etc, for accounting purposes.
- Assist with Site Inspections, Fam Trips, Tour briefing, CSR Activities. Attend tradeshows locally and Overseas.
Transportation Agent
Amstar DMC
06.2022 - 03.2023
- Coordinating the movements for clients efficiently and safely around the country.
- Booking transportation, planning Excursions, managing documentation, tracking drivers, providing excellent customer service, ensuring compliance with regulations and maintaining relationships with our third-party.
- Auditing daily movements and invoices, entering reservations and maintaining records.
- Adjusting existing bookings, payments, transfers and reserved requests.
- Confirming, documenting, and generating transfer vouchers for requests received from our third-party.
- Professionally answering calls and taking messages.
- Coordinating and facilitating communication between our third-parties in regards to transfers for clients.
- Receiving and prioritizing incoming calls or requests, dispatching appropriate personnel and resources to the various destinations while also monitoring their progress, and relaying essential information to our third-parties.
- Follow established protocols, and ensure efficient response times to incidents, ultimately contributing to clients safety.
- Researching and accommodating guests special requests.
Dispatcher
Kiuki Tours
12.2019 - 04.2022
- Professionally answering calls and taking messages.
- Managing and organizing office documents, scheduling appointments and meetings, handling correspondence, and maintaining office supplies.
- Data entry, record-keeping, and basic bookkeeping tasks.
- Facilitating communication between various departments and ensuring that administrative process run efficiently.
- Utilizing software for report preparation and providing accounting department with transfer-related information as needed.
Airport Meet and Greet Representative
Amstar DMC
11.2018 - 12.2019
- Greeting visitors and assisting them with hotel transfers.
- Handling adjustments like hotel and transportation changes.
- Participating in training and special projects.
- Adhering to industry protocols and procedures.
- Scanning and totaling purchases, handling payments, giving change, and providing receipt for all purchases.
- Addressing customers inquiries, maintaining the cash register, and ensuring that the checkout area remains organized and clean.
- Verify authenticity of currency and adhere to security and cash-handling procedures to prevent theft or error.
Customer Service Representative
Grupo Noa International
11.2015 - 08.2016
- Handling inquiries, resolve issues, and assist customers via phone calls.
- Managing the process of canceling customer accounts and facilitating refunds as needed.
- Clarifying any information or charges that might not be fully comprehensible to the customer.
Education
VIRTUAL ASSISTANT CERTIFICATE - Virtual Assistant
Tajhae’s Remote Jobs Agency
Online10.2023
Information Technology - Information Technology
Wilmoth Acadmey
Montego Bay10-2023
TEAM JAMAICA CERTIFICATE - Tourism
Carft Market
Montego Bay06-2017
FOOD AND NUTRITION III - Food And Nutrition
Anchovy High School
Montego Bay06-2012
Skills
- Problem Solving
- Integrity
- Goal-Oriented
- Computer Literate
- Focus Driven
- Time Management
- Organized
- Team Player
Accomplishments
As the owner of a successful shipping company, I have built a reputation for reliability, efficiency, and exceptional customer service, managing complex logistics and ensuring timely deliveries across domestic and international markets. My leadership has driven consistent growth and strong client relationships. In addition to my shipping enterprise, I have thrived as a travel agent, helping countless clients plan memorable, seamless trips. My deep knowledge of global destinations and attention to detail have made me a trusted expert in both industries, known for turning challenges into opportunities and delivering excellence in every venture.
Languages
English
Timeline
Airport Agent
Nexus Tours
07.2024 - Current
Customer Service Associate II
Jamaica Tours Limited
12.2023 - 05.2024
Customer Service Associate II
Conduent
05.2023 - 11.2023
Transportation Agent
Amstar DMC
06.2022 - 03.2023
Dispatcher
Kiuki Tours
12.2019 - 04.2022
Airport Meet and Greet Representative
Amstar DMC
11.2018 - 12.2019
Customer Service Representative
Grupo Noa International
11.2015 - 08.2016
VIRTUAL ASSISTANT CERTIFICATE - Virtual Assistant
Tajhae’s Remote Jobs Agency
Information Technology - Information Technology
Wilmoth Acadmey
TEAM JAMAICA CERTIFICATE - Tourism
Carft Market
FOOD AND NUTRITION III - Food And Nutrition
Anchovy High School
Pro Skills
- Problem Solving
- Integrity
- Goal-Oriented
- Computer Literate
- Focus Driven
- Time Management
- Organized
- Team Player
Personal Information
Title: Customer Service Representative
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