Customer Experience Professional

Location
Jamaica
Rate, USD
Not specified
Work schedule
Full Time, Contract, Part Time,
Language skills
English
Available for Hire
Yes
Hire me

Hire me

Jobicy Account
You need an employer account to access the resume database.
Save

About me

Dynamic professional with a knack for fostering enduring client connections through attentive communication and tailored solutions. Proven expertise in diverse CRM systems, adeptly managing customer interactions for top-notch support and issue resolution. Skilled in leveraging data for strategic decisions and driving efficiencies, demonstrated by a 30% increase in productivity at Nathan James. A collaborative leader experienced in team development, cross-functional collaboration, and coaching for career growth. Proficient in social media management, e-commerce, and effective communication, complemented by a foundation in technical skills and a continuous commitment to learning and professional development.




Education

Sep 2014 - Feb 2018 B.Sc. Economics (Honors) @ University of the West Indies, Mona
Aug 2019 - Aug 2021 Post-Graduate Diploma in Financial Services Management @ Jamaica Stock Exchange e-Campus
Dec 2023 High Performance Collaboration: Leadership, Teamwork, and Negotiation @ Northwestern University - Coursera Certificate
Mar 2024 Project Management @ Google Professional Certificate

Experience

May 2022 - Dec 2023 Customer Happiness Agent (Remote) @ Nathan James

β€’ Managed over 500 end-customer interactions weekly via phone, email, live chat, text, and social media, ensuring a 95% satisfaction rate.
β€’ Streamlined Shopify Order Management system, reducing processing time by 20% and improving order accuracy by 15%.
β€’ Orchestrated return requests, achieving a 30% increase in successful returns by aligning with order management processes.
β€’ Logged and resolved 100+ product, order, or other issues reported via social media, maintaining a 98% issue resolution rate.
β€’ Answered 50+ daily product inquiries, showcasing in-depth knowledge and boosting customer product confidence by 25%.
β€’ Addressed critical reviews on NathanJames.com, turning around 90% of negative feedback into positive experiences, enhancing brand reputation.
β€’ Facilitated the training, onboarding, and shadowing of 10+ new recruits, ensuring swift integration and productivity within three weeks of hire.

Feb 2018 - May 2022 Branch Account Associate @ National Commercial Bank Jamaica Limited

β€’ Onboarded 200+ customers, successfully opening accounts and providing tailored digital platform training, resulting in a 30% increase in platform adoption within the first three months.
β€’ Managed and resolved 500+ customer queries and complaints (email, phone, face-to-face) annually, achieving a 95% resolution rate, fostering loyalty, and enhancing overall customer happiness.
β€’ Cultivated trusting relationships, delivering sound financial advice to 300+ members, resulting in a 20% increase in long-term client retention and satisfaction.
β€’ Collaborated across divisions, boosting customer service experience by 25%, and leading the team to exceed set goals consistently.
β€’ Generated cross-sales of financial products (minimum USD 100,000 monthly) by leveraging active listening skills to identify and fulfill customer needs.
β€’ Upheld compliance with local and international standards, ensuring adherence to AML, FATCA, KYC regulations, and data security protocols, leading to 100% audit compliance.


Recommend this talent

Recommend this specialist

Network