AKEILA C MORRIS
St. Thomas
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Worker’s Compensation Facilitator
Crucible International
04.2022 - 02.2023
- Processed claims by workers who have been injured on the job.
- Processed paperwork and verified claim accuracy
- Ensured injured employees had a safe Return to Work plan.
Customer Service Representative and Insurance Tracking Agent
KM2 Solutions
07.2021 - 02.2022
- Upheld quality control policies and procedures to increase customer satisfaction
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Made outbound calls to obtain account information
Sales Professional/Cashier
Pandora
11.2019 - 08.2020
- Answered customer questions, shared product knowledge and researched pricing and availability.
- Gained customer base by identifying needs to deliver relevant product solutions that achieve client needs.
- Introduced customers to new offerings.
Sales Assistant/Cashier
Cave Shepherd & Co
12.2015 - 11.2019
- Operated cash register, collected payments, and provided accurate change.
- Accepted cash and credit card payments, issued receipts, and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Helped with purchases, locating items and signing up for rewards programs.
- Learned roles of other departments to provide coverage and keep store operational.
- Inspected store products for damage and obtained item replacements for customers
- Verified customer age requirement for alcohol or tobacco purchases
- Answered customer questions, provided store information, and directed customers to designated store areas
- Processed refunds for worn, damaged, and broken merchandise
- Disseminated information to customers regarding new service additions and promotional offers
- Recommended complementary and discounted items to customers to increase sales
- Helped customers find specific products, answered questions and offered product advice
- Worked closely with front-end staff to assist customers
- Processed sales transactions to prevent long customer wait times.
Dental Claims Adjudicator
Crucible International
01.2015 - 09.2015
- Performed insurance claims research to verify data and investigate reported information.
- Negotiated and settled claims according to information presented through reports, research and data verification.
- Paid and processed claims within designated authority level.
- Reviewed claims to ensure accuracy, resulting in multiple claim reductions.
- Reviewed and resolved open claims and change orders to determine entitlement for additional payment.
Sales Assistant/Cashier
Cave Shepherd & Co
12.2013 - 01.2014
- Operated cash register, collected payments, and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Helped with purchases, locating items and signing up for rewards programs.
- Accepted cash and credit card payments, issued receipts, and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Learned roles of other departments to provide coverage and keep store operational.
- Answered customer questions, provided store information, and directed customers to designated store areas.
Customer Service Representative
Cell and Accessories
07.2013 - 10.2013
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered incoming telephone calls to provide store, products, and services information.
- Upsold products and services to address customer needs and maximize sales.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
Customer Service Representative
NCO Financial Services
02.2011 - 04.2011
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Consulted with customers to resolve service and billing issues.
- Answered inbound calls, chats and emails to facilitate customer service.
- Reviewed account and service histories to identify trends and resolve issues.
Customer Service Representative
GC Services SRL
01.2010 - 03.2010
- Upheld quality control policies and procedures to increase customer satisfaction
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Clerical Officer
Signia Financial Group Inc
07.2008 - 09.2008
- Directed clients and guests to correct departments and staff members
- Greeted visitors or callers daily to handle questions or direct to appropriate staff
- Collected payments, issued receipts and updated accounts to reflect new balances
- Updated financial, customer and business records in company databases
- Dispersed incoming mail to correct recipients throughout office.
Education
High School Diploma -
Combermere Secondary School
Waterford, St. Michael06.2009
Skills
- Inbound and Outbound Calling
- Call Center Operations
- High-Energy Attitude
- Retail Sales Customer Service
- Quality Assurance Controls
- Credit Card Payment Processing
- Customer Service
- Data Entry and Maintenance
- Customer Relations
- Clerical Support
- Technologically Savvy
- Problem-Solving Abilities
Timeline
Worker’s Compensation Facilitator
Crucible International
04.2022 - 02.2023
Customer Service Representative and Insurance Tracking Agent
KM2 Solutions
07.2021 - 02.2022
Sales Professional/Cashier
Pandora
11.2019 - 08.2020
Sales Assistant/Cashier
Cave Shepherd & Co
12.2015 - 11.2019
Dental Claims Adjudicator
Crucible International
01.2015 - 09.2015
Sales Assistant/Cashier
Cave Shepherd & Co
12.2013 - 01.2014
Customer Service Representative
Cell and Accessories
07.2013 - 10.2013
Customer Service Representative
NCO Financial Services
02.2011 - 04.2011
Customer Service Representative
GC Services SRL
01.2010 - 03.2010
Clerical Officer
Signia Financial Group Inc
07.2008 - 09.2008
High School Diploma -
Combermere Secondary School
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