Open to opportunities

Shawna-kay Bennett

@shawna-kaybennett

Technical Support Representative and insurance operations professional who troubleshoots systems and delivers secure, accurate customer solutions.

Jamaica

Message

What I'm looking for

I’m looking for a customer-facing role where I can troubleshoot computers and devices, maintain meticulous case records, and support insurance and service workflows with strong security, accuracy, and communication.

I’m a capable technical support and insurance operations professional who helps users correct problems with computer systems, mobile devices, and peripheral equipment. I’m comfortable working alone to investigate and troubleshoot, with a strong focus on usability and security concerns.

At Transparent BPO (2024–2025), I handled inbound customer calls for appliance issues, created and documented new service cases, and managed cases from start to resolution through follow-up emails and outbound calls. I maintained detailed customer records and provided timely updates to ensure issues were resolved efficiently.

Previously at Sutherland Global Services (2023), I reviewed daily Excel reports for insurance policies requiring manual renewal, processed renewals to meet deadlines, and assisted customers in real time with policy amendments. I identified and documented processing errors and prepared reports outlining completed policies and issues needing further review.

From 2013–2018 at Advantage General Insurance Company, I processed broker and agent documents into company systems, scanned and uploaded records, and later worked as a Claims Clerk—updating claims information in the claims management system and sending claim notifications. I also supported payroll and bank reconciliation at Dennis Shipping Jamaica (2020–2021), strengthening my accuracy, organization, and attention to detail.

Experience

Work history, roles, and key accomplishments

Technical Support Representative

Transparent BPO

Jan 2024 - Jan 2025 (1 year)

Handled inbound customer calls for appliance issues and created documented service cases in the company system. Managed cases from initiation to resolution with timely follow-up emails and outbound calls.

Inbound Customer Support Technical Troubleshooting Case Management Customer Issue Documentation

Accounting Clerk

Dennis Shipping Jamaica

Jan 2020 - Jan 2021 (1 year)

Prepared daily, weekly, and monthly collections reports and performed bank reconciliations for branch accounts. Verified cashier transactions against system reports and supported payroll processing and administrative payroll functions.

Collection Reports Bank Reconciliation Cash Reconciliation Accounts Administration Payroll Support

Registry and Claims Clerk

Advantage General Insurance Company

Jan 2013 - Jan 2018 (5 years)

Processed broker/agent documents by entering customer information into the company system and managing digital document records. As a Claims Clerk, updated claim records from accident reports, sent claim notifications, and followed up with customers to collect outstanding claim documents.

Claims Processing

Transaction Processing Agent

Sutherland Global Services

Jan 2023 - Present (3 years 5 months)

Reviewed daily Excel reports of insurance policies requiring manual renewal and processed renewals to meet daily deadlines. Assisted customers in real time with policy amendments and documented processing errors for team review.

Excel reporting Underwriting Support Data Validation Customer Support Insurance Administration

Education

Degrees, certifications, and relevant coursework

College of Insurance and Professional Studies

General Pre-Requisites in Insurance, Insurance

Completed general pre-requisites in insurance.

Association of Chartered Certified Accountants (ACCA)

ACCA Level 1 Diploma in Accounting, Accounting

Completed ACCA Level 1 with a focus on introductory accounting.

HEART Trust NTA

Certificate in Business Administration (Level 2), Business Administration

Completed a Level 2 certificate in business administration.

St. Jago High School

Associate Degree in Business Studies (CAPE), Business Studies

Activities and societies: CAPE Level I/II/III: Accounting, Management of Business, Economics, Communication Studies, Caribbean Studies (Level III), plus Caribbean Studies and related subjects listed in the application.

Completed CAPE associate-level business studies with coursework in accounting, management of business, and economics.

Jonathan Grant High School

Certificate in Business Studies, Business Studies

Activities and societies: Subjects listed: Principles of Accounts, Principles of Business, English Language, Information Technology, Office Administration, Human and Social Biology, Mathematics, Social Studies, History, and Spanish.

Completed a Certificate in Business Studies covering core business and information technology topics.