C
Carlos Walker
About
Detail
Customer service team lead
Kingston, Jamaica
Résumé
Jobs
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TEAM LEADERHGSJun 2022 - Current (4 years 4 months)• Overseas & manage at least 10-15 Brand Advocates • Handle Escalated calls from customers/Clients • Serve as a trusted mentor and conduct one on one coaching sessions to provide support, constructive feedback and guidance • Knowledge of clients requirements and expectations • Ensure (SLA) Service Level Agreement are met • Quality, Attendance and production goals must be met or exceed predefined standards- CUSTOMER SERVICE REPRESENTATIVEItelNov 2018 - Current (7 years 11 months)• Respond to inbound phone calls and sales inquiries in a timely, efficient and professional manner • Maintain expert-level knowledge on the features of the company's product line • Performs other related duties as required • Deal with customer queries • Upselling and turning cold calls into sales. • Building rapport with clients or prospective clients
- |CUSTOMER SERVICE REPRESENTATIVE|IBEX INTERNATIONALFeb 2018 - Oct 2018 (9 months)• Assess customer's needs and help the customer accordingly • Solve customer issues using critical thinking and empathy. • Investigate and solve software questions for customers • Multitask using multiple software applications • Assist customers in a professional and expedient manner. • Provide fabulous customer service
- FMAINTENANCE SUPERVISORFOSDICK REALTYMay 2015 - Nov 2017 (2 years 7 months)• Tend to customer enquiries • Oversee and coordinate the workers who maintain and repair electrical, plumbing, ventilation and other building systems. • Responsible for evaluating problematic systems or facilities and determining what installation or repair services need to be performed. • Maintains systems and equipment by completing preventive maintenance schedules; restoring, repairing, rebuilding, or replacing faulty or inoperative components and parts; supervising staff. • Delegate work to maintenance staff
- SSALES ASSOCIATE/ STOCK MANAGERSHACK DESIGN GROUPJun 2012 - May 2015 (3 years)• Maintained inventory through Citrix intuit Quickbooks and Used item numbers to properly stock warehouse. • Sold and managed Online Amazon Sellers Account • Arrange and organize displays • Verified computations against physical count of stock. • Reported all equipment failures and malfunctions to business owner. • Received, stored and shipped goods • Directed other warehouse shipping associates. • Redirected shipments en route in response to customer requests.
- LSALES FLOOR MANAGER/CUSTOMER SERVICELIGHTS ON DESIGNAug 2001 - Mar 2012 (10 years 8 months)• Make Sales and Maintain Customer Relationship • Maintained Counterpoint Storefront inventory system and implemented ACT 2000 for customer service inquiries and follow ups • Led merchandise selection, pricing, planning and marketing • Ran markdown reports, managed store replenishment and analyzed buying reports. • Created visual marketing and styled window displays • Assembled promotional displays, including quarter and full-size point of purchase displays • Monitored and analyzed soles records and consumer purchasing trends • Reordered inventory when it dropped below predetermined levels
Education
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- The Fundamentals of Customer Engagement Operation Level 2Queensborough Community CollegeJan 2018 - Mar 2024 (6 years 3 months)
- SCertificate of ParticipationSOFTWARE TRAINING CENTER LTD.Jan 1996 - May 1996 (5 months)
- PPrinciples of BusinessJun 1993
- SHS DIPLOMASt. Catherine High SchoolJun 1993
- PPrinciples Of AccountsJun 1993