ABIGAIL SMALLING
Bridgeport Portmore,St. Catherine
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
15
15
years of professional experience
Work History
Reservation/Sales Associate
Arise (Princess Cruise)
Jamaica, Florida
05.2024 - 06.2026
- Addressing customer inquiries, offering guidance, and resolving issues.
- Using customer relationship management software, email systems, and other tools to manage customer interactions.
- Using sales techniques to encourage customers.
- Processing payments.
- Following policies and procedures to resolve customer complaints and escalate where necessary.
Retention Quality Analyst
AG Marketing
Miami, USA
07.2022 - 11.2023
- Compile and analyzed statistical data.
- Maintain, upgrade and enhance test documents due to requirements changes and new information.
- Maintained current knowledge of procedural updates.
- Identify and implement strategies to improve quality of service, productivity and profitability.
Team Manager/Quality Analyst
IBEX
Portmore, Jamaica
07.2021 - 08.2022
- Improved employee performance, coaching and inspiring team members to achieve targets.
- Participated in meetings and brainstorming sessions, engaging with staff members to solve problems.
- Set schedules, coordinated payroll and handled performance reviews.
- Protected products, equipment and team members from harm, following proper safety procedures.
- Maximized employee performance with hands-on training and close mentoring.
- Monitored employee performance using real-time data and reports.
- Allstate Claims Insurance
Team Manager/Quality Analyst
IBEX
Portmore, Jamaica
02.2021 - 07.2021
- Participated in meetings and brainstorming sessions, engaging with staff members to solve problems.
- Set schedules, coordinated payroll and handled performance reviews.
- Helped team members move upward with ongoing training, mentoring and development strategies.
- Monitored employee performance using real-time data and reports.
- Maximized employee performance with hands-on training and close mentoring.
- Walmart Project Cure
Customer Care Supervisor. Quality Analyst
Conduent
Portmore, Jamaica
08.2011 - 11.2017
- Boosted customer satisfaction rating by improving complaint management strategies.
- Recaptured brand loyalty and resolved conflicts with effective handling of escalated issues.
- Elevated team performance through effective training, mentoring and motivational strategies.
- Taught customer service team members how to handle routine and complex calls.
- Verified compliance with internal inspection readiness programs.
- Drafted quality assurance policies and procedures.
- Learned new technologies and sought ways to improve workflows and testing processes.
- Monitored efforts to resolve product errors and tracked progress.
- KPI Related recognition.
- Top Team Manager awards.
- (Amazon)
Education
Associate Degree - Business Studies
Knox Community College
Mandeville, Manchester Parish, JM07-2011
Skills
- Data Entry
- Call Management
- Quality Assurance
- Handling Escalations
- Report Preparation
- Training and Mentoring
- Information Security
- Regulatory Compliance
- Checking Time Cards and payroll
- Microsoft Intune
- Recruiting
- Customer support
- Active listening
- Multitasking under High Volume Conditions
- Conflict resolution
Accomplishments
• KPI-related Recognition
• Top Team Manager Awards
• Top Team Manager Awards
Additional Information
References are available upon request.
Timeline
Reservation/Sales Associate
Arise (Princess Cruise)
05.2024 - 06.2026
Retention Quality Analyst
AG Marketing
07.2022 - 11.2023
Team Manager/Quality Analyst
IBEX
07.2021 - 08.2022
Team Manager/Quality Analyst
IBEX
02.2021 - 07.2021
Customer Care Supervisor. Quality Analyst
Conduent
08.2011 - 11.2017
Associate Degree - Business Studies
Knox Community College