KENIESHA HAMIL
Customer Service Manager
24 De Diciembre ,8
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Best Servicers of Amercica
Florida
02.2016 - 04.2025
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Kept accurate records to document customer service actions and discussions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Managed approximately 80 incoming calls, emails and faxes per day from customers.'
Supervisor
SITEL
Panama City, Provincia de Panama
06.2013 - 08.2014
- Delegating tasks
- Monitoring the team's performance
- Assisting the team by performing the tasks with them
- Helping with training and development
- Completing paperwork (yes, there's always admin to do)
- Handling complaints (from both staff and customers)
- Reporting to senior management / personnel when required
Customer service Rep/ Team Leader
Start Contact APAC
09.2011 - 01.2013
- Making and confirming customers appointment
- Payments, change of service requests
- Sales
Customer Service Rep/ Quality Analyst
LG Electronics
02.2009 - 04.2011
- Confer with customer by telephone to provide information about products and service
- Technical Support
- Listening to calls and giving agents feedback
- Doing side by side (helping agent to improve call quality and customer service skills)
Customer Service REP
ICCS International Call Center Services
06.2008 - 02.2009
- Wagering
Education
High School -
York Castle High School
College - undefined
Knox Teachers College
Skills
Excellent communication skill in written and spoken English
Detail oriented
Self starting
Target centric
Soft spoken
Debonair
Disciplined
Exceptional interpersonal skills
Efficient in sorting out complaints
Adapting quality with changing needs
Customer relationship management (CRM)
Problem-solving
Workflow management
Personal Information
- Date of Birth: 12/24/83
- Marital Status: Single
School Information
York Castle High School, Knox Teachers College
Timeline
Customer Service Manager
Best Servicers of Amercica
02.2016 - 04.2025
Supervisor
SITEL
06.2013 - 08.2014
Customer service Rep/ Team Leader
Start Contact APAC
09.2011 - 01.2013
Customer Service Rep/ Quality Analyst
LG Electronics
02.2009 - 04.2011
Customer Service REP
ICCS International Call Center Services
06.2008 - 02.2009
College - undefined
Knox Teachers College
High School -
York Castle High School