Ramonia Tomlinson
Steven's Street, Villa Area St. Johns
Summary
Ambitious, creative and energetic quick thinker that thrives under pressure and performs over expectations with the ability to follow order and complete desired tasks given. Exceptional communication talents and skilled not only mentally but physically.
Overview
4
4
years of professional experience
Work History
Customer Service Agent
Support Services Centre Ltd
02.2021 - 04.2025
- Offered direct communication with VIP customers through chat and phone interactions. Special attention was given to their accounts alongside any assistance from the VIP department.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand their needs, resolve issues, and retain them.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Relay applicable information from various departments to customers.
- Keep up to date with company knowledge, products, and procedures.
- Developed strong customer relationships to encourage customer retention and satisfaction.
- Utilize various channels of communication for customer inquiries, i.e., phone, email, and chat.
Product Refresher Trainer (periodically)
Support Services Centre Ltd
04.2022 - 04.2024
- Train newly hired agents to fill key positions, and maximize productivity.
- Remain informed about the most recent developments and improvements relating to the company's products.
- Organize training sessions throughout the quarters to enhance product knowledge and skills.
- Create presentations, host meetings, and plan activities to support the product knowledge training efficiency.
Acting Senior Agent (periodically)
Support Services Centre Ltd
10.2022 - 11.2023
- Organize shift schedule for various teams, which includes tasks and breaks.
- Ensure each colleague on shift works together as a team to guarantee a smooth-running shift.
- Review and verify documents such as passports, identification cards, financial statements, and other related documents to ensure authenticity.
- Handle multiple accounts, products, deposits, or any other related queries in a sufficient time frame.
- Make note of the minutes during meetings, which are then compiled in a Word document and mailed via Outlook.
- Maintain the highest level of confidentiality when handling sensitive customer data and documents, and make sure that data protection regulations are followed.
Education
Associate Degree - Science and technology
Antigua State College
St.Johns01.2019
High School Diploma -
Antigua Girls High School
St. Johns01.2017
Elementary School Diploma -
Gospel Light Elementary School
St. Johns01.2012
Skills
- Strong communication and leadership skills
- Ability to work efficiently in a team environment
- Collaboration with cross-functional teams
- Multitasking and organization
- Computer literate
- Excellent interpersonal relations skills
- Following instructions and using initiative to get things done
- Problem-solving abilities
- Conflict resolution
- Staring knowledge and best practices with colleagues
- Active listening skills
References
- Mr. Kwesi Jarvis, Senior Agent, Customer Services Centre Ltd, (268) 774-6862
- Mrs. Dionne Edwards, Entrepreneur, Taxi Operator, (268) 764-9090
- Mr. Colis King, Civil Engineer, Acting Deputy Director of Roads, Public Works, (268) 764-3618
Timeline
Acting Senior Agent (periodically)
Support Services Centre Ltd
10.2022 - 11.2023
Product Refresher Trainer (periodically)
Support Services Centre Ltd
04.2022 - 04.2024
Customer Service Agent
Support Services Centre Ltd
02.2021 - 04.2025
Associate Degree - Science and technology
Antigua State College
High School Diploma -
Antigua Girls High School
Elementary School Diploma -
Gospel Light Elementary School
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