KERESA HARRIS
283 Forest Drive, Twin Palm Estate, May Pen, Clarendon
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PROFESSIONAL SUMMARY
Results-driven in the Customer Success field with a strong background in customer service, and academic advising. Adept at resolving customer issues, coaching teams, and optimizing service delivery. Strong organizational and communication skills with a proven ability to multitask in fast-paced environments.
CORE SKILLS & COMPETENCIES
Excellent communication & writing skills
Strong customer service & conflict resolution abilities
Time management & organizational skills
Proficiency in Microsoft Office Suite
Team leadership & coaching
PROFESSIONAL EXPERIENCE
Achieve Test Prep (Remote) | 2021 – Present
Customer Success Supervisor | Team Leader
Coach and mentor team members to meet company quality assurance standards.
Participate in calibration sessions to ensure consistency and accuracy in performance evaluations.
Monitor and maintain team KPIs, ensuring performance goals are met.
Conduct regular meetings with team members and management to discuss progress, challenges, and strategies for improvement
Academic Advisor | Customer Success Agent
Guide students through onboarding, academic advising, course selection, and exam preparation.
Conduct regular follow-ups to ensure student progress and goal attainment.
Provide exceptional customer service and handle inquiries, complaints, and escalations.
Hope Caribbean Company Ltd. | 2019 – 2020
Field Interviewer | Product Auditor
Conducted market research surveys through direct customer interviews.
Performed product audits and shelf inspections to ensure compliance.
Key Insurance Company Limited | 2013 – 2018
Insurance Underwriter | Customer Service Associate
Advised clients on insurance policies, renewals, and claims.
Managed new business, policy renewals, and endorsements.
Provided customer support, handled complaints, and executed system transactions.
EDUCATION & CERTIFICATIONS
Certificate in Digital Media – Icreate Institute
Certificate in E-commerce - Icreate Institute
Level 2 Certificate in Customer Service – Heart NSTA Trust
Certificate in Supervisory Management – Northern Caribbean University
Certified Sales Representative (Motor, Accident, Property & Liability Insurance) - College of Insurance and Professional Studies
Edwin Allen High School (Caribbean Examination Council Passes)
Office Administration (1) | English Language (1) | Accounts (2)
Principles of Business (2) | Information Technology (2) | Mathematics (3)
Biology (3) | Literature (3)
