Kessa Fraser
Summary
Customer - oriented Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering over ten (10 years of customer service experience. I'm also organized and a dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Reservation Agent
Caribbean Airlines
07.2022 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided support during peak periods or staff shortages by cross-training in other areas, demonstrating versatility and commitment to customer service excellence
Customer Service Representative
Guyana Telephone Telegraph (GTT)
12.2021 - 06.2022
- Handle all walk in queries from customers related to their account
- Sale of cellphones, sim cards (prepaid and postpaid), all internet and landline telephones
- Processing of cash and cheque payments to all accounts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Support Professional
Emerge Bpo Guyana
03.2021 - 04.2021
- Handling all online queries for customer accounts
- Process orders
- Process credit card payments
- Troubleshooting.
Administrative Supervisor
Dresden Geotechnical Services
02.2013 - 11.2020
- Making sure employees that report to me meet performance expectations
- Giving instructions or orders to subordinate employees
- Identifying and resolving workplace problems, including tardiness or absenteeism
- Ensuring that the work environment is safe, secure, and healthy
- Approving work hours
- Providing reports and activities updates to management
- Checking all equipment at the end of daily work.
Two Kays Kitchen
12.2018 - 04.2020
- Was responsible for the daily operations, staff, and inventory.
Administrative Assistant\ Clerk
Dimtecs Inc.
12.2008 - 12.2009
- Greet and assist visitors to the office
- Maintain computer and manual filing systems
- Maintain up-to-date employee holiday records
- Coordinate repairs to office equipment
- Assist in preparation of presentation materials.
Customer Service Representative
U MOBILE INC. now Digicel Guyana
02.2005 - 06.2007
- Worked as a full time Receptionist for a period of one (1) month, handling all outgoing and incoming mails, dealing with all incoming and most of the outgoing calls and other clerical works being done within the duties of the Receptionist
- Worked as a fulltime Customer Care Agent in the Customer Care Department on a monthly shift system for a period of one (1) month, handling all customers' queries when they call in, documenting customer information into the system and filling the customer's forms
- Worked in the Sales and Marketing Department at the Georgetown Retail Center for more than one (1) year, dealing with customers daily, handling all queries and all phone related matters
- Assisting with the Cashier
- Assisting once a week with Inventory, issuing, and receiving stock and other inventory related works
- Was given the opportunity to work in a Supervisory capacity from time to time to broaden my leadership skills
- Before Digicel was launched, I went through a rigorous training process in the Customer Care field for a period of one (1) month to continue to perform my duties best served.
Administrative Clerk
COURTS GUYANA INC.
09.2004 - 12.2004
- Assist walk in customers with purchases and queries
- Enter information into systems
- Daily inventory of items on the sale floor
- Process sales transaction at Point of Sale (POS) counter.
Personnel Clerk
DIMTECS INC.
01.2002 - 01.2003
- Assisting with payroll
- Issuing cheques
- Compiles and maintains personnel records: Records employee information, such as personal data; compensation, benefits, and attendance; performance reviews or evaluations; and termination date and reason
- Compiles data from personnel records and preparing reports.
Education
Preparing to Manage Human Resource -
University of Minnesota
Critchlow Labour College
The Business School
Global Technology Inc.
Introduction to Computer -
Global Technology Inc.
Windows Vista -
Global Technology Inc.
Word Processing using MS Word -
Global Technology Inc.
Internet & Email -
Global Technology Inc.
Spreadsheet using MS Excel -
Global Technology Inc.
English -
Critchlow Labour College
Sociology -
Critchlow Labour College
Caribbean Studies -
Critchlow Labour College
Research Methodology -
Critchlow Labour College
Mathematics -
Critchlow Labour College
Introduction to Computer -
The Business School
Food & Nutrition -
C.X.C (Caribbean Examination Council)
Home Econ. Management -
C.X.C (Caribbean Examination Council)
English A -
C.X.C (Caribbean Examination Council)
Social Studies -
C.X.C (Caribbean Examination Council)
Mathematics -
C.X.C (Caribbean Examination Council)
High School Diploma -
St. John's College
08.2002
Skills
- Customer Engagement
- Phone Etiquette
- Typing Speed
- Upselling proficiency
- Problem-Solving
- Data Entry
- Active Listening
Personal Information
Date of Birth: 07/26/85
References
- Mrs. June Williams, General Manager, Dresden Geotechnical Services, 592 672-3725
- Mr. Dayne Clark, General Manager, Delta Transit, 9292586068, deltatransitgroup@gmail.com
Certification
- Customer Service Training
- Business Writing Skills
- Body Language
- Listening Skills
- Communication Skills Basic
- Mentoring Essentials
- Deliver Effective Criticism
- Speaking Skills for Leaders
- Introduction to Sales
- Microsoft Excel 2019 - Advancement
- Power BI
Timeline
Reservation Agent
Caribbean Airlines
07.2022 - Current
Customer Service Representative
Guyana Telephone Telegraph (GTT)
12.2021 - 06.2022
Customer Support Professional
Emerge Bpo Guyana
03.2021 - 04.2021
Two Kays Kitchen
12.2018 - 04.2020
Administrative Supervisor
Dresden Geotechnical Services
02.2013 - 11.2020
Administrative Assistant\ Clerk
Dimtecs Inc.
12.2008 - 12.2009
Customer Service Representative
U MOBILE INC. now Digicel Guyana
02.2005 - 06.2007
Administrative Clerk
COURTS GUYANA INC.
09.2004 - 12.2004
Personnel Clerk
DIMTECS INC.
01.2002 - 01.2003
Preparing to Manage Human Resource -
University of Minnesota
Critchlow Labour College
The Business School
Global Technology Inc.
Introduction to Computer -
Global Technology Inc.
Windows Vista -
Global Technology Inc.
Word Processing using MS Word -
Global Technology Inc.
Internet & Email -
Global Technology Inc.
Spreadsheet using MS Excel -
Global Technology Inc.
English -
Critchlow Labour College
Sociology -
Critchlow Labour College
Caribbean Studies -
Critchlow Labour College
Research Methodology -
Critchlow Labour College
Mathematics -
Critchlow Labour College
Introduction to Computer -
The Business School
Food & Nutrition -
C.X.C (Caribbean Examination Council)
Home Econ. Management -
C.X.C (Caribbean Examination Council)
English A -
C.X.C (Caribbean Examination Council)
Social Studies -
C.X.C (Caribbean Examination Council)
Mathematics -
C.X.C (Caribbean Examination Council)
High School Diploma -
St. John's College
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