KELLISHA KELLMAN
Customer Care Associate
Halifax,Nova Scotia
Summary
Energetic and self-motivated professional with over 5 years of experience in delivering exceptional customer service. Proven ability to meet and exceed customer expectations while maintaining high standards of service and contributing to overall company success. Adept at fostering customer satisfaction through attentive service and effective problem-solving. Over the course of my career, I have cultivated leadership skills and thrived as a collaborative team player. Eager to learn and continuously improve, I am committed to promoting a positive and communicative work environment where employees feel empowered to contribute meaningfully to organizational goals.
Overview
11
11
years of professional experience
30
30
years of post-secondary education
Work History
Customer Care Representative
Admiral Insurance Company
01.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Ensure all retention and sales techniques are compliant in accordance with the expectations of external regulatory requirements.
- Maintain up-to-date product, policy, and procedural knowledge.
- Complete diaries and policy notations while focusing on accuracy, timeliness, and efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Communicate with customers via telephone, writing, and email, with a focus on providing excellent customer service, balanced with efficiency.
- Meet and exceed department targets; take initiative to proactively address identified areas of improvement, including applying feedback you have been provided.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Participate in regular individual and team goal setting and coaching with your Team Manager as needed for ongoing development and when improvement is required.
- Attend training to improve individual performance and/or prepare for procedure changes as they occur; ensure knowledge is applied directly to your day-to-day duties.
Customer Contact Representative
Optima Communications International
10.2022 - 01.2023
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Managed high-volume inbound calls, prioritizing urgent matters for immediate attention.
- Streamlined communication channels for better customer support and faster response times.
- Consistently met or exceeded performance goals for call quality, resolution time, and overall customer satisfaction.
- Provided exceptional service to customers, resulting in positive feedback and repeat business.
- Maintained up-to-date knowledge of company products and policies to provide accurate information to customers.
CUSTOMER SERVICE RESPRESENTATIVE
APUA INET
09.2018 - 09.2022
- Interact with customers via phone, email, and in person.
- Drives sales through engagement of customers, suggestive selling, and sharing product knowledge.
- Creating accounts and processing transactions.
- Cancel or update customers' accounts.
- Inform customers of deals and promotions.
- Extend excellent customer service by resolving customers' billing and service problems.
WAITRESS
SHEER ROCKS RESTURANT
11.2015 - 01.2018
- Taking customer's orders and delivering food and beverages
- Proving excellent wait service to ensure satisfaction
- Assist in keeping the restaurant clean and safe.
CUSTOMER SERVICE REPRESENTATIVE
NCO
01.2014 - 08.2014
- Manage and update customer's account with notes for each customer
- Politely answer inbound calls and respond to customer inquiries in a timely manner
- Upsell products and services
- Suggest solutions when a product malfunctions
- Inform customers of deals and promotions.
Education
High School Diploma -
OTTOS COMPREHENSIVE SCHOOL
Antigua And Barbuda 05.2001 - 06.2013
No Degree -
ANTIGUA AND BARDBUDA INTERNATIONAL INSTITUTE OF TECHNOLOGY
Antigua And Barbuda 05.2001 - 12.2018
Skills
- Problem Solving & Critical Thinking: Demonstrated ability to identify issues, analyze solutions, and implement effective strategies to resolve customer or operational challenges
- Exceptional Communication Skills: Strong verbal and written communication skills, ensuring clear and effective information exchange with customers, team members and superiors
- Customer Service Excellence: Friendly, energetic, and customer-focused, consistently willing to go the extra mile to ensure a positive experience
- Positive Relationship Building: Outgoing, approachable, and able to quickly build rapport with customers and colleagues, fostering a welcoming environment
- Point of Sale (POS) Expertise: Proficient with POS systems and cash register operations, ensuring smooth and accurate transactions in fast-paced environments
- Thrives Under Pressure: Performs exceptionally well under high-pressure situations, effectively managing customer complaints and resolving issues to maintain satisfaction
- Multi-tasking Proficiency: Skilled in simultaneously managing customer interactions and computer-based tasks, ensuring efficiency and customer engagement
- Professional Phone Etiquette: Friendly and professional phone demeanor, able to assist and resolve inquiries with a helpful and courteous approach
Accomplishments
- Certificate in Customer Service Training.
- Certificate in job training assigned to the Administration Section.
- Certificate in Introduction to Human Resource Management
Languages
English
Professional Working
Timeline
Customer Care Representative
Admiral Insurance Company
01.2023 - Current
Customer Contact Representative
Optima Communications International
10.2022 - 01.2023
CUSTOMER SERVICE RESPRESENTATIVE
APUA INET
09.2018 - 09.2022
WAITRESS
SHEER ROCKS RESTURANT
11.2015 - 01.2018
CUSTOMER SERVICE REPRESENTATIVE
NCO
01.2014 - 08.2014
High School Diploma -
OTTOS COMPREHENSIVE SCHOOL
05.2001 - 06.2013
No Degree -
ANTIGUA AND BARDBUDA INTERNATIONAL INSTITUTE OF TECHNOLOGY
05.2001 - 12.2018
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