Customer Experience Professional
- Location
- Jamaica
- Rate, USD
- Not specified
- Work schedule
- Full Time, Contract, Part Time,
- Language skills
- English
- Available for Hire
- Yes
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.
Professional area
Skills
AdaptabilityAdministrative AssistantCareer ManagementChat and Email SupportCollaborationCommunication skillsContent CreationCRM ManagementCustomer and Client SupportCustomer CareCustomer SuccessCustomer SupportData AnalysisData EntryE-commerceEmpathyGoogle SuiteHelp DeskHubSpotIntercomLeadershipPhone SupportProblem ResolutionSlackSocial Media ManagementTechnical SupportVirtual AssistanceZendesk
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
• Managed over 500 end-customer interactions weekly via phone, email, live chat, text, and social media, ensuring a 95% satisfaction rate.
• Streamlined Shopify Order Management system, reducing processing time by 20% and improving order accuracy by 15%.
• Orchestrated return requests, achieving a 30% increase in successful returns by aligning with order management processes.
• Logged and resolved 100+ product, order, or other issues reported via social media, maintaining a 98% issue resolution rate.
• Answered 50+ daily product inquiries, showcasing in-depth knowledge and boosting customer product confidence by 25%.
• Addressed critical reviews on NathanJames.com, turning around 90% of negative feedback into positive experiences, enhancing brand reputation.
• 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
• 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.
• 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.
• Cultivated trusting relationships, delivering sound financial advice to 300+ members, resulting in a 20% increase in long-term client retention and satisfaction.
• Collaborated across divisions, boosting customer service experience by 25%, and leading the team to exceed set goals consistently.
• Generated cross-sales of financial products (minimum USD 100,000 monthly) by leveraging active listening skills to identify and fulfill customer needs.
• Upheld compliance with local and international standards, ensuring adherence to AML, FATCA, KYC regulations, and data security protocols, leading to 100% audit compliance.
