O'Neil Reid
AB
Summary
Experienced customer service representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and utilizing analytical problem solving abilities to address customer needs. Committed to enhancing customer experience by consistently displaying service-oriented behaviors and understanding their desires. Dedicated to providing customized solutions that meet customer requirements and foster towards the company.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Kelly Services
02.2024 - 10.2025
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- • Managed a high volume of inbound calls while maintaining excellent call quality
- standards and adhering to established procedures.
- • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- • Helped customer by referring to the Kbase articles provided to us to better assist the caller.
- •Escalated calls to the correct department when needed to best assist the customer at all times.
Lead Customer Service Representative
Shaw Communications Inc
06.2023 - 02.2024
- Led a team of representatives to enhance customer satisfaction and resolve escalated issues.
- Handled inbound/outbound service calls professionally and promptly.
- Trained and mentored new staff on service protocols and company policies.
- Navigated through multiple systems of communication.
- Provided pleasant, professional and knowledgeable customer service by providing them with all knowledge of products and services.
- Leaved long lasting impressions on customers, helping them choose to continue as Shaw customers by educating customers on the benefits of being a Shaw customer.
- Determined customer needs and promote the best-suited product's & services.
- Meet & exceed departmental and individual performance targets and sales.
Customer Service Manager
Staples
04.2021 - 06.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Developed training programs for new employees, fostering skill development and team cohesion.
- Collaborated with sales teams to align customer service initiatives with business goals and objectives.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
Diploma - Business Administration And Management
Montego Bay Community College
Montego Bay,JA06-2018
Skills
- Office Administration
- Call center management
- Customer service excellence
- Team leadership
- Conflict resolution
- Effective Telephone Communication
- Multitasking Proficiency
- Technical Support
- Strategic Solutions Development
- Adaptable Learner
- Microsoft Office Proficient
- Collaborative Team Contributor
- Effective Time Management
- Detailed Data Management
- Effective Organization Skills
Certification
- Diploma in Effective Customer Service
- Certified Customer Service Professional (CCSP)
- Conflictions Resolution & De-escalation
- Communication Skills for Customer Service
Timeline
Customer Service Representative
Kelly Services
02.2024 - 10.2025
Lead Customer Service Representative
Shaw Communications Inc
06.2023 - 02.2024
Customer Service Manager
Staples
04.2021 - 06.2023
Diploma - Business Administration And Management
Montego Bay Community College