Nikesa Daley Grant

Nikesa Daley-Grant Mandeville, Manchester, Jamaica Email:--Tel. #:-/- PROFESSIONAL SUMMARY Assertive Service Representative and customer concerns and fields high-volume inquiries with an excellent resolution record. Maintains detailed, accurate documentation and consistent achievement of established performance goals. WORK EXPERIENCE Customer Support Representative - Keycafe: Vancouver, Canada (Work From Home: May 2023 - Present) ● Resolve customer inquiries, recommend solutions, and guide product users through features and functionality professionally and efficiently as the main contact for all customers. ● Serve as a brand ambassador to establish the company's reputation as a world-class key management system provider. ● Handle customer inquiries through various channels (telephone, chat, email, etc.) courteously and professionally. ● Utilize Zendesk and Slack for effective communication with customers and team members. ● Provide valuable feedback to identify customer challenges and improve services. ● Assist customers with technical, billing, and onboarding issues. ● Engage in cross-functional activities to ensure the company's continued success. ● Investigate and address customer issues through a ticket system until resolution. ● Meet and exceed efficiency and quality metrics. ● Perform additional responsibilities as required. ● Demonstrate curiosity and maintain up-to-date knowledge by actively communicating with teammates and asking questions. Fashion Consultant- Connempathy: Techstyle-Tijuana USA (Work From Home October 2022 - January 2023) ● Received chats through CRM software. ● Managed customers accounts by updating or verifying accounts, processing refunds, placing or canceling orders, escalating order or account issues. ● Assisted Customers across six different brands (Yitty, Savage X Fenty, Just Fab, Shoe Dazzle, Fabletics and Fabkids) ● Addressed customers queries and concerns in regards to accounts, orders or memberships. ● Participated in Customer Retention by offering discounts, membership benefits and promotions. ● Ensured that customers followed specific guidelines, policies or procedures. Retail Customer Service Officer/Postal Clerk - Mandeville Post office (July 2019-January 2022) ● Maintained a positive, empathetic, and professional attitude toward customers at all times. ● Build trusting relationships with customers to understand needs better. ● Enhanced customer satisfaction with fast, knowledgeable service. ● Delivered fast and friendly service to handle questions and service complaints. ● Anticipated needs and resolve problems to keep customers happy. ● Managed customer calls efficiently in a fast-paced environment. ● Handled customer inquiries, payments, and service requests. ● Met personal, team, and company goals in a customer service environment. ● Collaborated with colleagues and co-workers to deliver quality customer experience. ● Collaborated across departments to resolve customer-related issues. ● Developed solutions for diverse problems using research, product expertise, and conflict mediation skills. ● Documented, researched, and resolved customer service issues. ● Contributed to upsell and cross-sell promotions to increase revenue. Accounting Clerk/Business Associate - Hargreaves Memorial Hospital (May-June 2019:Temporary role) ● Resolved issues by communicating professionally with vendors and customers. ● Prepared itemized statements and invoices showing amounts due and services rendered. ● Communicated with customers to provide account information. ● Updated company databases with customer information, including payments and credits. ● Answered mail or telephone inquiries regarding rates, routing, and procedures. ● Computed fees due based on standardized rates. ● Operated office equipment to print and collate statements and prepared for distribution. ● Operated office equipment, including typing, adding, and calculating machines. ● Drafted invoices or statements itemizing purchases and detailing service fees. ● Troubleshoot computers, printers, and fax machines for swift repair. ● Maintained exhaustive physical and digital files for the business office. Clerical Assistant- New Green Primary School (March- May 2019: Temporary role) ● Created and distributed memos, letters, and other school correspondence. ● Answered email and mail correspondence on behalf of personnel. ● Managed time tracking for both salaried and hourly employees. ● Managed bi-weekly payroll for over ancillary staff. ● Maintained team continuity by filling in for more senior staff during absences. ● Composed correspondence and proofread items created by school administrators. ● Collected, counted, and disbursed money for banking transactions. ● Facilitated teamwork with expert handling of administrative support needs. ● Reviewed files, records, and other documents to obtain information to respond to requests. ● Tracked inventory orders and usage to maintain accurate records. ● Delivered messages and ran errands for office staff. ● Maintained accurate accounting records, inputting new invoices and payments into excel. ● Prevented technical problems by maintaining equipment and troubleshooting issues. ● Created and maintained databases for organizing and managing information. Telephone Operator /Receptionist/ Office Assistant - Manchester Municipal Corporation (June-August 2018:Temporary role) ● Helped callers reach desired personnel and offices with prompt transfers. ● Assisted callers with diverse requests by providing timely and accurate information. ● Followed up on open calls to offer additional assistance and close out issues. ● Connected callers to desired lines using expert switchboard operations skills. ● Listened to customer requests, referring to alphabetical and geographical directories to answer questions and provide telephone information. ● Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents, and promote a professional workspace. ● Organized and maintained office files for easy retrieval. ● Scanned, indexed, and stored records to manage the filing system. ● Assisted staff with resources and paperwork to complete assignments. ● Provided clerical and administrative support to managers and executives. ● Facilitated daily operations of the HR department with general and administrative support. ● Inspected files to verify employee documentation and accuracy. ● Compiled and updated employee records in digital and physical file systems. EDUCATION University of the Commonwealth Caribbean, Mandeville Campus, 5 ½ Caledonia Road- Associate of Science in Business Administration (Magna Cum Laude) Bishop Gibson High School for Girls- Successfully Completed High School Diploma with Credit CERTIFICATIONS EF SET Certificate 2022 Certificate in Customer Services Certificate of Completion for Techstyle Member Services Training. SKILLS ● Highly skilled in software technology with extensive knowledge of CRM and communication tools; such as: Zendesk, Salesforce, Gorgias, Shopify, and Genesys pure-cloud, ● ● ● ● ● Slack, Google Teams, Google Chats, Google Meet, Gmail, Zoom, Skype, and Telegram. Exceptional problem-solving skills and the ability to work collaboratively with colleagues to provide exceptional customer service. Strong organizational skills and time management skills with the ability to prioritize tasks to meet deadlines Effective communication skills, both verbal and written, with a focus on active listening to understand customer needs. Fast learner, adaptable and tech savvy. Proficient in Microsoft Office: Word, Excel, and PowerPoint. CO-CURRICULAR ACTIVITIES & AWARDS ● Awarded a Scholarship under the University of the Commonwealth (UCC) honors programme. ● Awarded Certificates and trophies for High Academics. ● Recognized as a top agent on my team for excellent customer support. ● Recognized as one of the top trainees for achieving top score for KPI during training. ● Recognized as an efficient, effective and hardworking employee. LANGUAGE/S ● English