TAMESHA BYER
Bridgetown,08
Summary
Reliable employee seeking Team Lead position. Offering excellent communication and good judgment. Conscientious Customer Service Supervisor with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Motivated Customers Service Supervisor of three years which thrives in fast-paced environments. Works independently, with minimal supervision, and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Customer Service Representative Supervisor
KM2 Solutions
Bridgetown, St.Michael
11.2017 - Current
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Resolved complex customer inquiries through detailed problem-solving and active listening.
- Monitored team performance and provided constructive feedback for improvement.
- Conducted regular team meetings to discuss challenges, share insights, and promote teamwork.
- Ensured that all Customer Service Representatives have the necessary tools and resources needed to perform their job duties effectively.
- Provided training and coaching on product knowledge, customer communication and problem resolution.
- Created weekly and monthly reports summarizing key performance indicators for management review.
- Collaborated with Human Resources on disciplinary action plans when needed due to poor performance or misconduct among
- Promoted clean, safe, friendly work environment for employees and guests.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Analyzed daily reports from agents on call trends, individual performance metrics and overall customer satisfaction levels.
- Developed processes for handling escalated customer complaints in an efficient manner.
- Communicated regularly with upper management regarding updates on team progress towards goals set forth by the organization.
- Maintained accurate records of all interactions between customers and representatives including complaints, resolutions, escalations.
- Conducted regular performance reviews with team members to identify areas of improvement in customer service skills.
- Analyzed customer feedback data to identify areas needing improvement.
- Analyzed financial activities of department to share budgetary input with managers.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Customer Service Representative/Sales Associate
CaneField Bar And Grill
Bridgetown, St.George
03.2013 - 11.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored cash drawers in checkout stations and maintained adequate cash supply.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Front Counter Hostess
Kentucky Fried Chicken
Bridgetown, St Michael
07.2006 - 11.2008
- Delivered product or service to customer locations within specific timeframes.
- Worked flexible hours; night, weekend, and holiday shifts.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Served customers and followed outlined steps of service.
- Greeted customers warmly and efficiently upon arrival at the restaurant.
- Assisted guests with menu selections and answered questions about food items.
- Coordinated with kitchen staff to ensure timely order preparation and service.
- Maintained cleanliness of front counter area.
- Verified accuracy of orders before delivering them to customers.
- Performed cashier duties such as counting money in the drawer at the beginning and end of shifts.
Education
Office Procedure Grade 3 CXC -
Parkinson Memorial Secondary School
Pine, St.Micheal07.2005
St.Luke's Brighton Primary School
Brighton, St.George07.1999
Skills
- Inbound and Outbound Calling
- Professional telephone demeanor
- Creative problem solving
- Performance monitoring
- Knowledge sharing
- Problem solving
- Empathetic listening
- Product knowledge
- Staff monitoring
- Team coaching
- Performance evaluations
Timeline
Customer Service Representative Supervisor
KM2 Solutions
11.2017 - Current
Customer Service Representative/Sales Associate
CaneField Bar And Grill
03.2013 - 11.2017
Front Counter Hostess
Kentucky Fried Chicken
07.2006 - 11.2008
Office Procedure Grade 3 CXC -
Parkinson Memorial Secondary School
St.Luke's Brighton Primary School