KERYANN PRINCE
York New Extension, St Johns, Antigua
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
Engineering Department Dispatcher
Sandals Grande Antigua
06.2024 - Current
- Boosted overall productivity by identifying recurring issues and recommending proactive maintenance solutions to management.
- Improved workflow efficiency by effectively prioritizing and assigning maintenance tasks to appropriate personnel.
- Reduced equipment downtime by closely monitoring work orders and ensuring timely completion of assigned tasks.
- Enhanced communication between departments through consistent updates on maintenance progress and anticipated completion times.
- Maintained accurate records of completed jobs, allowing for improved analysis of equipment performance trends over time.
- Coordinated with external contractors as necessary, overseeing their work quality while adhering to budgetary guidelines set forth by the organization.
- Answered approximately 30 phone calls and responded to emails.
- Assisted in resolving guest complaints and grievances.
- Monitored and tracked dispatch communication systems. (EAM)
Retention Specialist
Customer Service 365
07.2022 - 07.2025
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changes in customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Established customer retention programs to improve loyalty and increase lifetime value.
Customer Service Representative
Customer Service 365
01.2022 - 06.2022
- Provide accurate, valid, and complete information by using the right methods/tools
- Communicating with players through different channels
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Keeping records of customer interactions, transactions, comments, and complaints
- Provide accurate, valid, and complete information using the right methods and tools
- Take the extra mile to engage customers.
- Answered a constant flow of customer calls with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
Reservation/Call Center Agent
Liat 1974 Ltd
09.2021 - 01.2022
- Entered and updated customer data to create and modify account information
- Responded to customer calls and emails to answer questions about flights and services.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Maintained and managed customer files and databases.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of flights and promotions and creating welcoming, positive experiences.
Reservation Agent
Liat 1974 Ltd
01.2016 - 11.2020
- Up-selling, when appropriate, by informing passengers of additional services or special packages, travel insurance, or upgraded accommodations
- Answering any questions passengers might have about the reservation process.
- Resolved various issues and discrepancies for passengers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
- Prepared passenger invoices, accept payments, and processed refund and cancellation requests.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of airline products & services.
Customer Service Representative
NCO Financial Services
02.2012 - 02.2016
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Answered inbound calls to greet and assist customers with various needs and questions
- Validated data and resolve problems related to system-generated information
- Responded to questions and followed up on customer interactions
- Shared insights with management regarding member inquiries, concerns, and complaints to improve products, operations, and policies.
Waitress
Sand Haven Bar & Restaurant
06.2010 - 09.2011
- Completed table-setting procedures according to prescribed designs, including maintaining the availability of all promotional and menu ephemera
- Anticipated guest needs to expedite drink refills and place setting clearance
- Presented menu promotional items as directed by supervisor, helping to move aging inventory and reduce food waste
- Promoted special event menus during holidays and commercial events, upselling prescribed dishes and drinks.
- Used cash registers and credit card machines to cash out customers.
- Greeted new customers, discussed specials, and took drink orders.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Education
Associate of Arts - Business Administration
Antigua State College
09.2013
High School Diploma -
Princess Margaret Secondary
06.2010
Skills
- Customer engagement
- Sales
- Customer service
- Analytical thinking
- Multitasking
- Verbal communication
- Data management
- Customer Communication
- Problem resolution
- Data entry
- Customer service excellence
- Inbound call answering
- Call Control Skills
- Quality Control
- Communications Strategies
- Dispatching procedures
Timeline
Engineering Department Dispatcher
Sandals Grande Antigua
06.2024 - Current
Retention Specialist
Customer Service 365
07.2022 - 07.2025
Customer Service Representative
Customer Service 365
01.2022 - 06.2022
Reservation/Call Center Agent
Liat 1974 Ltd
09.2021 - 01.2022
Reservation Agent
Liat 1974 Ltd
01.2016 - 11.2020
Customer Service Representative
NCO Financial Services
02.2012 - 02.2016
Waitress
Sand Haven Bar & Restaurant
06.2010 - 09.2011
High School Diploma -
Princess Margaret Secondary
Associate of Arts - Business Administration
Antigua State College
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