Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

SHANTIA RICHARDS

Morris Meadows,Jamaica

Summary

Highly motivated and hard working individual that’s looking towards gaining knowledge and to continue personal & professional development. Possess exceptional communication and interpersonal skills with a proven ability to work independently and as part of a team.

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Verizon
08.2025 - Current
  • Assisted 30 call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Logged call information and solutions provided into internal database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Navigated multiple computer systems and applications to find information.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Customer Care Representative

WestJet Vacations
11.2024 - 07.2025
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Developed, maintained and utilized diverse client base.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Recorded accurate and efficient records in customer database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer records by updating account information.
  • Logged call information and solutions provided into internal database.
  • Assisted call-in customers with questions and orders.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Online Customer Representative

Amazon
08.2023 - 11.2024
  • Responded to customer requests for products, services, and company information.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Education

Holy Trinity High School
JAMAICA WI
01.2022

Harbour View Primary School
JAMAICA WI
01.2017

Minto Primary School
JAMAICA WI
01.2015

Skills

  • Payment processing oversight
  • Accurate call documentation
  • Personalized order fulfillment
  • Timely email responses
  • Relationship management
  • Product knowledge
  • Appointment scheduling
  • Inbound customer service
  • Upselling techniques
  • Verbal and written communication

Certification

  • English Literature CSEC Grade 3
  • English Language CSEC Grade 3
  • Social Studies CSEC Grade 3
  • Food, Nutrition and Health CSEC Grade 3
  • English Language. City & Guilds. Pass

Awards

- Silver Award for academic excellence, - Certificate of recognition for outstanding performance in English Literature, Food and Nutrition, Social Studies and English Language., - Awarded for Best Speech in the 4H speech competition 2022

Timeline

Customer Care Representative

Verizon
08.2025 - Current

Customer Care Representative

WestJet Vacations
11.2024 - 07.2025

Online Customer Representative

Amazon
08.2023 - 11.2024

Holy Trinity High School

Harbour View Primary School

Minto Primary School

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