An experienced and dedicated customer service professional with a diverse background in various industries. Knowledgeable and dedicated customer service professional with extensive experience in the Retail industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
Latoya Ebanks
Oshawa,Canada
Summary
Overview
11
years of professional experience
1
Certification
1
Language
Work History
Advantage Communications Inc.Kingston, Jamaica
Customer Service Representative
04.2022 - 07.2023
Job overview
- Trained staff on operating procedures and company services.
- Educated customers about billing, payment processing and support policies and procedures.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved accounting, service and delivery concerns.
- Followed up with minimum of 100 customers daily about resolved issues to maintain high customer service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Recommended, selected and helped locate and obtain out-of-stock products based on customer requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted regular quality assurance checks on customer interactions to ensure agents met established guidelines and standards for service excellence.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
University & Colleges Ambassador (UCA)Kingston, Jamaica
Team Member
02.2018 - 12.2020
Job overview
- Maintained strict adherence to company policies and procedures while sustaining high-quality work standards under pressure.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Demonstrated commitment to ongoing professional development by actively participating in industry seminars, workshops, and conferences to stay current with market trends and best practices.
- Trained new team members by relaying information on company procedures and safety requirements.
- Developed strong cooperative relationships with coworkers and managers.
- Maintained productive, efficient approach to all tasks.
Ox's Veterinary ClinicSt. Catherine, Jamaica
Groomer's Assistant
03.2016 - 12.2018
Job overview
- Assisted with development of animal behavior modification plans.
- Prepared and administered medications and treatments as prescribed by veterinarian.
- Developed and implemented enrichment plans to keep animals healthy and stimulated.
- Monitored minimum of 5 animals daily for behavioral problems and signs of health issues.
- Monitored animals for disease, illness, or injury signs and communicated concerns to owners.
- Washed, trimmed and brushed animals to maintain good grooming standards.
- Followed pet care instructions for dietary needs and medication regimens.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
- Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
- Consulted with veterinarians to diagnose problems and administered prescribed treatments.
Irie Rock LtdKingston, Jamaica
Sales Advisor
04.2018 - 12.2018
Job overview
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Assisted 30 customers daily with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Trained and mentored new sales representatives.
- Presented professional image consistent with the company's brand values.
- Demonstrated features, answered questions and offered solutions.
- Contributed to team objectives in fast-paced environment.
- Contributed to event marketing, sales and brand promotion.
- Used customer insights to develop innovative sales strategies to increase sales.
Ox's Veterinary ClinicSt. Catherine, Jamaica
Veterinary Receptionist
03.2012 - 11.2018
Job overview
- Managed multi-line phone system and pleasantly greeted patients.
- Transcribed phone messages and relayed to appropriate personnel.
- Processed medical insurance claims and payments.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Registered and verified patient records before triage with most up-to-date information.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Demonstrated commitment to ongoing professional development by attending relevant training sessions and seminars, staying current on industry best practices.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Maintained current and accurate medical records for patients.
Kingston Bookshop LimitedKingston, Jamaica
Inventory Clerk
07.2017 - 01.2018
Job overview
- Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs.
- Collaborated with the procurement team to establish steady supply of inventory.
- Moved shipment materials to and from designated areas using lift and hand trucks.
- Managed returns and exchanges smoothly, minimizing disruptions to inventory flow and ensuring customer satisfaction.
- Processed required paperwork to expedite handling of shipped and received goods.
- Collaborated with team members to achieve a well-coordinated inventory management system.
Education
Trent UniversityOshawa, ON
Bachelor of Business Administration - BBA from Business Administration and Management, General
12.2026
University Overview
The University of The West Indies, MonaKingston, Jamaica
Bachelor's from Law
07.2021
University Overview
Jonathan Grant HighSpanish Town, Jamaica
High School Diploma
08.2017
University Overview
Skills
- Problem Solving
- Leadership
- Administrative Assistance
- Document Preparation
- Legal Education
- Emotional Intelligence
- Teamwork
- Easily Adaptable
- Training
- Marketing
- Customer Service
- Escalation management
Languages
English
Native or Bilingual
French
Elementary
Certification
- Business Studies Training - 2015
Business Studies Certificate
Business Studies Certificate
Obtaining a Business Studies Certificate has been an invaluable step in my professional journey. This specialized program provided me with a comprehensive foundation in various aspects of business, equipping me with essential knowledge and skills. From accounting to marketing, finance to management, the curriculum covered key areas necessary for success in the business world. The certificate program was designed for individuals like me who wanted to enhance their understanding of business concepts or pursue entry-level positions. Through the program, I honed my critical thinking and problem-solving abilities, which have proven to be invaluable skills in my career. With my Business Studies Certificate, I have been able to explore opportunities in diverse sectors like banking, marketing, and administration. Additionally, this certificate has served as a solid starting point for my further education aspirations, such as pursuing an MBA.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Blogging
Music
Traveling
Cooking
Timeline
Customer Service Representative
Advantage Communications Inc.
04.2022 - 07.2023
Sales Advisor
Irie Rock Ltd
04.2018 - 12.2018
Team Member
University & Colleges Ambassador (UCA)
02.2018 - 12.2020
Inventory Clerk
Kingston Bookshop Limited
07.2017 - 01.2018
Groomer's Assistant
Ox's Veterinary Clinic
03.2016 - 12.2018
Veterinary Receptionist
Ox's Veterinary Clinic
03.2012 - 11.2018
Trent University
Bachelor of Business Administration - BBA from Business Administration and Management, General
The University of The West Indies, Mona
Bachelor's from Law
Jonathan Grant High
High School Diploma