Kenita George

Kenita George Phone:- Email:-Monchy, Gros Islet, LC01 101 Professional Summary Award-winning Customer Service Representative with 5+ years of experience in remote and in-person roles. Skilled in de-escalation, KPI management, onboarding support, and CRM tools. Proven ability to handle 400+ customer calls weekly while maintaining a 95% call handling rate and meeting a 10% wait time goal. Recognized multiple times as a Top Agent and trusted to assist with HR tasks and new agent mentorship. Core Competencies • Customer De-escalation & Conflict Resolution • Performance Metrics (Call Handling, Wait Time, CSAT) • CRM Tools: Salesforce, Zendesk, Help Desk • Remote Collaboration: Microsoft Teams, Slack • New Agent Mentorship & HR Support • Written & Verbal Communication • Microsoft Office Suite (Word, Excel) Professional Experience Remote Customer Service Representative KM² Solutions — Remote | 2023–Present • Handled 400+ customer inquiries weekly via phone and email in a fully remote environment. • Consistently met KPIs including 95% call handling rate and 10% customer wait time. • Recognized as a Top Agent multiple times; awarded certificates for performance. • De-escalated complex and supervisor-level customer calls with professionalism. • Assisted in onboarding new agents and handled HR-related coordination tasks. • Utilized Help Desk platforms and Microsoft Teams for internal operations. Lounge Attendant The Garden Lounge, Rodney Bay |- • Delivered high-level hospitality service, ensuring guest comfort and satisfaction. • Maintained a clean, welcoming environment and fulfilled guest requests promptly. Sales Clerk & Cashier S&S; Pricebusters, Bois D’Orange |- • Accurately processed point-of-sale transactions and balanced cash drawer. • Assisted customers with product selections and maintained shelf displays. Merchandiser / Sales Clerk (Volunteer) M&C; Drugstore, Gros Islet | April 2019 • Supported restocking and organized product displays for customer visibility. • Assisted in daily store operations and customer service. Education Sir Ira Simmons Secondary School —- Anglican Primary School —- Academic Qualifications: • English A – Grade 2 • English Literature – Grade 3 • Mathematics – Grade 3 • Principles of Business – Grade 3 • Social Studies – Grade 3 References Available upon request