Open to opportunities

Zoe Mckoy

@zoemckoy

Message

I drive customer retention, inbound sales, and high-volume support across telecom and banking accounts.

Jamaica

Message

What I'm looking for

I'm looking for a customer service, customer retention, sales, or team leadership role where I can build client relationships, resolve complex inquiries, meet performance goals, and contribute effectively in a remote environment.

I've supported customers across AT&T retention, Optimum Mobile sales, and banking and investment services, resolving account, billing, product, and service inquiries with care and accuracy.

At Fusion BPO Services, I managed 80+ daily customer interactions, secured 15+ contract renewals per month, and earned a Team Lead promotion within five months. I coached a team of six Customer Retention Specialists and helped drive top monthly sales results.

At HGS, I handled 100+ inbound calls daily while following strict security and compliance procedures for sensitive banking information. I was recognized with monthly performance awards for customer service excellence and accuracy.

I'm comfortable working remotely with Salesforce, HubSpot, Zendesk, Slack, Zoom, Microsoft Office, and Google Workspace. I bring consultative selling, lead qualification, appointment setting, CRM documentation, and customer relationship building to every interaction.

Experience

Work history, roles, and key accomplishments

Appointment Setter

Light Fire Caribbean

Jan 2026 - Aug 2026 (7 months)

Contacted prospective clients to introduce services, qualified leads, and scheduled appointments for senior sales representatives. Maintained detailed customer records using CRM software and consistently met appointment-setting targets.

Lead Qualification Appointment Setting CRM

Inbound Sales & Customer Service Representative

Optimum Mobile

Jan 2025 - Dec 2025 (11 months)

Assisted customers with mobile phone setup, billing, account management, and product information. Recommended and sold mobile phones, service plans, and promotional add-ons based on customer needs.

Customer Service Inbound Sales Billing Support Account Management Product Knowledge

Customer Retention & Sales Specialist

Fusion BPO Services

Feb 2024 - Jan 2025 (11 months)

Managed 80+ customer interactions daily for AT&T's retention campaign, negotiating contract renewals and consistently achieving sales targets. Promoted to Team Lead within five months, leading and coaching a team of six specialists.

Customer Retention Contract Negotiation Sales Team Leadership CRM Quality Assurance

Customer Service Representative

Hinduja Global Solutions

May 2023 - Feb 2024 (9 months)

Handled 100+ inbound calls daily for a banking and investment services account, assisting with account inquiries and verifying sensitive information. Recognized with monthly performance awards for customer service excellence.

Customer Service Inbound Calls Banking Compliance Data Entry

Administrative Staff Intern

Jamaica Constabulary Force

Jan 2022 - Dec 2022 (11 months)

Organized confidential departmental files and records, assisted with administrative requests, and performed data entry with attention to detail.

Data Entry Confidentiality Administrative Support

Finance Intern

University Hospital of the West Indies

Jan 2022 - Dec 2022 (11 months)

Processed patient payment receipts and financial records, ensuring accuracy and compliance. Maintained confidentiality and demonstrated attention to detail in documentation.

Financial Records Data Entry Confidentiality Attention To Detail