NAKELLIA RICHARDSON
Linstead , St. Catherine | - |-
PROFESSIONAL SUMMARY
Dedicated customer service professional focused on satisfying customers with fast,
knowledgeable support and friendly assistance. Handles high volumes of work with skills in
call management, issue research, and solution development. Documents and tracks
resolutions to improve overall customer experience.
WORK EXPERIENCE
MAY 2020 ‐ AUGUST 2021
Customs Clerk | NMiA | Kingston
Reviewed and processed customs documentation to ensure compliance with
regulations.
Kept meticulous records of all brokerage transactions for audit purposes.
Updated clients regularly on the status of their shipments and any potential issues.
Liaised with government agencies to resolve issues related to shipments.
Coordinated with importers and exporters to facilitate smooth customs clearance.
Negotiated with carriers, warehouse operators, and freight forwarders for
cost-effective services.
Calculated and processed duties and taxes owed on shipments.
Ensured accurate classification of goods according to the Harmonized Tariff Schedule.
Maintained accurate classification history and client databases to promote audit
integrity.
AUGUST 2021 ‐ SEPTEMBER 2022
Customer Service Representative | Alorica
Resolved customer inquiries, complaints, and issues providing insightful solutions.
Answered inbound calls to greet and assist customers with various needs and
questions.
Communicated with clients over phone, email and chat platforms.
Maintained up-to-date knowledge of product information to assist customers
effectively.
Documented all customer interactions and transactions accurately for future reference.
Served as friendly first point of contact for customer inquiries.
Followed scripts to maintain good call control.
Updated customer accounts with current personal and purchasing information.
Upsold and cross-sold add-on purchases to increase sales.
SEPTEMBER 2021 ‐ DECEMBER 2023
Customer Service Representative | Iterum | Kingston
Documented all customer interactions and transactions accurately for future reference.
Motivated team members to achieve individual targets contributing to team success.
Worked closely with the team to meet or exceed service goals on a consistent basis.
Resolved customer inquiries via phone, email, and live chat support.
Utilized CRM systems to track customer interactions and solutions provided.
Ensured confidentiality of all sensitive information handled during client interactions.
Kept updated on available products, services and promotions.
Exchanged merchandise and refunded money to adjust customer accounts and resolve
billing issues.
EDUCATION
Applying Logistic and Supply Chain Management
Jamaica Theological Seminary
Customer Service Level 2
Jamaica Theological Seminary
Customer Service Level 2
Excelsior Community College
High School Diploma
Gaynstead High School
SKILLS
Tax Law Compliance
Shipment Scheduling
Excellent Communication
Professionalism
Multitasking
Shipment Tracking
Partnership Marketing
Team Collaboration
Customer Buying Habits
Problem-Solving
Active Listening
Problem-solving aptitude
