Kertage Henderson

I worked in Saint Lucia for the company called KM2 Solutions on the account VRBO, which operates an online marketplace for vacation rentals. It connects millions of homeowners and holiday-goers, offering guests different options beyond a standard hotel. Property owners can list their homes for rent, travellers can book them, and VRBO handles the transactions and any other inquires or potential issues. It is headquartered in Austin, Texas, and is owned by Expedia Group. As a Customer Service Representative at VRBO, I have been responsible for helping customers understand these services and guiding them through the booking process. I also provided support for any queries or issues they might have had with their bookings or other VRBO services. Despite the multitude of softwares and portals, I was able to use it to my advantage to ensure customers and property owners left each call with me with a sense of satisfaction and relief. While I had to multi task tremendously, it wasn’t an obstacle because I ensured everyday I acquired more knowledge of the processes and company which made calls easier, simpler and rewarding. I handle large amounts of incoming phone calls, striving to achieve first call resolution with confidence by identifying customers’ needs, clarifying information, researching every issue, and provide solutions.

• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Assisted customers with varying questions using product knowledge and service expertise.
• Adhered strictly to policies and procedures for continued company compliance.
• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Processed high-value payments with meticulous accuracy.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
• Managed high-volume customer queries simultaneously through effective multitasking.

JNB Technology is an Information Technology company that provides home and business solutions for technological needs.They offer services in various areas including servers, security, networking, IT auditing, and more. Some of my roles included managing User Roles and Access Rights. In QuickBooks Online, I managed roles and limited user access to specific tasks. I also customized what users can see and do within different areas of QuickBooks, like customers and sales, or suppliers and purchases. I was the the main point of contact for personnel within the company and external parties fielding enquiries in person or by phone. I was also responsible for entering data into financial, personnel, and legal databases and records. ensuring that all company records are well-maintained, responsible for scheduling meetings and appointments within the company, ensuring an adequate supply of consumables, such as stationery or printer ink and responsible for managing company expenses and billing cycles.

• Received, sorted and distributed incoming mail.
• Dealt with routine enquiries at reception or by telephone and referred more complex matters to appropriate members of staff.
• Planned and scheduled meetings, creating agendas and minutes as needed.
• Organised tasks by level of urgency and importance to make best of use time and resources.
• Organised travel and accommodations arrangements within assigned budgets.
• Managed physical and digital correspondence while keeping information private and secure.
• Contributed to harmonious and productive office environment by building positive relationships with coworkers.
• Created email notifications, invitations and agendas for meetings, events and appointments.
• Acted as main contact for staff and clients.
• Assisted with financial tracking and budget enforcement by approving financial expenditures.

Santander Bank is a large customer-focused bank that serves its customers through digital channels and a network of branches. It plays an important role in various economies and in the communities where it operates. The bank’s purpose is to help people and businesses prosper by making all its operations simple, personal, and fair.

While working for Santander, my job required me to deal with recipients of car loans. Santander offers personal loans for car purchases, whether new or used. My inbound calls would be supporting customers with their everyday banking queries regarding their car payments, and providing guidance about their car using Various softwares and portals with important information that I was meant to be proactive in reading to understand in order to make my experience on calls easier and make customers lives better. Since i was the voice of Santander, helping customers with day-to-day transactions and enquiries, I needed to take my job seriously and place myself in the shoes of customers keeping both the customer and the bank safe.

• Processed inbound customer calls, providing information on service or product upgrades
• Participated in regular training to maintain up-to-date knowledge on company products and policies.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
• Processed high-value payments with meticulous accuracy.