Malika Peters

Resume Personal details Malika Peters-- Profile Professional Summary I am a highly motivated professional with a High School Diploma and experience as a Customer Support Agent. I excel in effective communication, problem-solving, and utilizing critical thinking to deliver results. My proficiency with Zendesk and office experience ensures I can handle enrolment processes efficiently and independently. Passionate about providing excellent service, I am committed to enhancing the enrolment experience for all stakeholders. Education Saint Catherine, 01 Completed High School Diploma St. Jago High School Ongoing Bachelor's degree in Computer Science University of the People Female Jamiacan linkedin.com/in/malika-peters5292a4256 Employment Dec 2022 - Present Skills Computer Science office experience - Adapt communication strategies to ensure clarity and customer satisfaction. Zendesk communicator - Utilize critical thinking and problem-solving skills to handle complex queries and maintain confidentiality. effective communication Utilize critical thinking Jul 2023 - Feb 2024 passion problem-solving skills Troubleshooting Sales Specialist Transparent BPO, Spanish Town - Met sales targets at a 65% rate through aggressive cold calling and lead qualification. - Successfully scheduled appointments and managed customer interactions to drive sales. Professionalism Highly - Maintained and updated client information and sales data, contributing to overall sales performance. motivated independently results-driven Customer Support Agent ModSquad - Provide exceptional support through professional phone, moderation, live chat and ticketing skills, addressing customer inquiries, and resolving issues effectively. Feb 2023 - Aug 2023 Phone Skills Live Chat Skills Ticketing Skills Lead Hunter Hunter Artemis - Generated and nurtured leads through various channels including email, phone, and social media. - Qualified leads, scheduled appointments, and provided detailed reports on lead status and conversion rates. Languages - Collaborated with the sales team to ensure timely followups and optimized lead generation strategies. English Jun 2022 - Aug 2022 Customer Service Representative IBEX, Portmore, Saint Catherine, Jamaica - Delivered high-quality customer service, handling inquiries and resolving issues promptly. - Processed transactions, managed customer complaints, and provided product recommendations. - Worked collaboratively with team members to achieve performance goals and enhance customer satisfaction. Aug 2021 - Mar 2022 Administrative Assistant Blair's Plumbing Co. LTD, Montego Bay, Saint James, Jamaica - Managed inventory, scheduled appointments, and handled customer inquiries professionally. - Assisted with basic plumbing tasks and supported the team to ensure a smooth workflow. - Maintained an organized work environment and effective communication with customers and team members. Dec 2020 - Jul 2021 Health Insurance Customer Service Representative HGS - Hinduja Global Solutions, Kingston, Jamaica - Assisted customers with understanding health insurance policies and resolving coverage issues. - Managed documentation and collaborated with crossfunctional teams to ensure accurate service delivery. - Stayed informed of industry regulations and provided timely support to meet performance goals. Apr 2019 - Oct 2020 Technical Support Specialist and Customer Service Representative Sutherland - Provided technical support, troubleshooting issues, and resolving customer concerns. - Documented interactions and solutions, collaborating with product development and sales teams. - Delivered exceptional service while meeting performance and customer satisfaction targets. Sep 2018 - Dec 2018 Office Assistant First Class Printry, St. Catherine, Jamaica - Operated office equipment, managed supplies, and performed administrative tasks. - Assisted with basic troubleshooting and maintained office organization to support daily operations. - Greeted customers and provided assistance, ensuring a positive office experience. Oct 2016 - Jun 2018 Customer Service Manager Kelly's Enterprise, May Pen, Clarendon, Jamaica - Managed customer service operations, including cash handling and inventory management. - Trained and supervised staff, setting performance goals and evaluating progress. - Ensured exceptional customer service and maintained accurate records of transactions and interactions.