I am an experienced customer service representative with a strong background in administrative work. In my current role at Contract Consulting Jamaica, I have successfully managed and resolved client concerns by coordinating with internal teams to provide efficient and effective solutions. I am known for my exceptional patience and understanding while addressing inquiries, offering clear explanations of program eligibility, application procedures, and required documentation.
During my time at Sutherland Global Services, I provided excellent customer service to clients, both verbally and in writing. I was responsible for multitasking and managing several customer accounts while also assisting fellow coworkers with their customers. I have a diverse skill set, including technical assistance to resolve customer issues and prevent them in the future. I am proficient in Microsoft Office and have the ability to assist customers via phone or chat messages.
As a Subject Matter Expert and Acting Team Manager at Sutherland Global Services, I assisted agents in resolving customer issues and ensuring the highest quality of service. I motivated agents to ensure First Call Resolution and provided training to keep employees up-to-date with product knowledge and services. I also managed the team's effectiveness, productivity, and time management to meet the necessary targets based on client requests.
