Ashael Richards

ASHAEL RICHARDS Kingston Jamaica ◆- ◆- PROFESSIONAL SUMMARY A Customer Service Specialist with 2+ years of experience delivering exceptional support and resolving customer inquiries in fast-paced environments. Proven ability to enhance customer satisfaction, increase retention, and improve operational efficiency. Skilled in leveraging CRM tools, problem-solving, and crossfunctional collaboration to ensure a seamless customer experience. Recognized for empathy, adaptability, and the ability to exceed performance metrics consistently. ACCOMPLISHMENTS • Achieved a 97% customer satisfaction rating by consistently resolving inquiries efficiently and with empathy. • Awarded Customer Service Representative of the Month for top-tier customer satisfaction scores, resolution speed, and team collaboration. SKILLS • Customer Relationship Management (CRM) • Data Entry & Documentation Tools (Zendesk, Salesforce) • Online Banking & Digital Tools Support • Knowledge Base Creation & Maintenance • Microsoft Office Suite (Excel, Word, Outlook) • Strong Communication & Active Listening • Time Management & Prioritization • Empathy & Customer Advocacy • Conflict Resolution & Problem-Solving • Team Leadership & Training WORK HISTORY Customer Service Representative, 05/2023 - 10/2024 StubHub – Remote • Delivered exceptional customer support at StubHub, resolving high-volume ticketing inquiries with a 97% satisfaction rate, contributing to customer loyalty and retention. • Developed strong product knowledge to provide informed recommendations based on individual customer needs. • Reduced average handling time by 15% while maintaining a quality assurance score of 95%+, balancing speed and service excellence. Customer Service Representative, 03/2022 - 04/2023 Humana – Remote • Handled and resolved 150+ customer inquiries weekly, achieving a 97% customer satisfaction rating through proactive problem-solving and empathetic communication. • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. EDUCATION High School Diploma: 06/2020 Mona High School - Kingston Jamaica • 6 CSEC Subjects (including English , Mathematics and Business)