Akeem Fearon

Akeem Fearon -- 9 Hopeton Garden, Balvenie, Manchester, Jamaica Professional Summary A highly motivated and results-driven customer service professional with over six years of experience in client relations and support. Recognized for exceptional communication skills, keen attention to detail, and a strong commitment to providing outstanding customer experiences. Proficient in problem-solving, multitasking, and thriving under pressure in dynamic, fast-paced environments. Eager to contribute to and grow within teams that foster innovation, professionalism, and operational excellence. Experience Customer Support Representative October 2023 - February 2025 Influx • Maintained an average customer satisfaction (CSAT) score of 94%, demonstrating strong problem-solving and communication skills. • Assisted customers with billing inquiries, account troubleshooting, and account management. • Worked independently in a remote environment, demonstrating strong self-discipline, time management, and adaptability. • Handled high-volume support requests, ensuring that all queries were addressed in accordance with company policies. • Collaborated with internal teams to report bugs, escalate technical issues, and improve overall customer experience. • Used CRM tools such as Zendesk to track and manage customer interactions. • Provided 24/7 customer support, handling inquiries across multiple time zones and ensuring timely responses. Customer Service Agent October 2018 - January 2023 Sutherland Global Services • Provided exceptional customer support via phone, chat, and email, resolving inquiries efficiently and professionally • Consistently met and exceeded key performance metrics, including response time, resolution rate, and customer satisfaction scores. • Assisted customers with order tracking, refunds, account issues, and product inquiries while maintaining Amazon's high service standards. • Used problem-solving skills to de-escalate issues and ensure positive customer experiences. • Maintained detailed records of customer interactions and solutions provided using CRM software. Education Bachelor of Science: Information Technology - Northern Caribbean University Caribbean Examination Certifications - Manchester Institute March 2026 June 2014 Mathematics - 3 Caribbean Examination Certifications - Mile Gully High School • Information Technology - 1 June 2013 • English Language – 1 • English Literature- 1 • Social Studies - 1 • Electrical Installment - 1 • Human and Social Biology – 1 • History- 2 Mile Gully Primary School June 2008 Personal Information Hobbies: Engaging in various activities that stimulate both my creativity and critical thinking., Playing video games, which enhances my problem-solving skills and strategic thinking., Reading, particularly books on technology, self-improvement, and fiction., Watching documentaries to stay informed about history, science, and global events., Appreciation for music as a source of relaxation and inspiration. References References are available upon request. Skills • Excellent communication skills • Customer-focused demeanor • Critical thinking • Strategic problem-solving • Collaborative work • Strong relationship building • Excellent interpersonal skills • Adaptability in fast-paced environments