Summary
Overview
Work History
Education
Skills
Websites
References
Hobbies and Interests
Timeline
Generic

Alecia Hibbert

Balaclava St. Elizabeth

Summary

Energetic Educator with proven skills in teaching. Keep classrooms organized and students on-task to facilitate effective learning. Diligent and adaptable in meeting individual student needs with warm, safe educational environments.


Additionally a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

15
15
years of professional experience

Work History

Customer Care Agent

Influx
Remote
11.2021 - Current
  • Work directly with customers and assist with technical, product, and sales questions.
  • Assist with order taking, returns, refunds, warranties, deliveries, and escalated concerns via chat and emails.

Teaching Assistant

Siloah Primary
St. Elizabeth
06.2023 - 08.2023


  • Managed classroom behavior effectively, creating a positive learning atmosphere conducive to academic success.
  • Supported classroom maintenance and upkeep, organizing books and materials.
  • Supported classroom activities, tutoring, and reviewing work.
  • Maintained accurate records of student attendance, grades, and behavior reports while supported classroom teacher by stepping in during temporary absences and handling last-minute requests.

Tele-Sales Agent

Innovative Outsourcing Ltd
St. Elizabeth
06.2020 - 11.2021
  • Outbound calls to prospective or existing customers about the services offered by the company, while closing potential sales.

Customer Care and Sales Agent

Influx
Remote
06.2019 - 04.2020
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction via email, live chat, and telephone.
  • Provided accurate information about promotions, customer programs, and products and helped drive high customer retention.
  • Improved sales and product knowledge on a continuous basis to provide optimal service and achieve quotas.

Survey Analyst

Digicel Group
Kingston, Jamaica
08.2017 - 07.2019
  • Educated and assisted customers in several territories such as Guyana, Eastern Caribbean, and Jamaica on Digicel latest products and services for all matters related to Broadband, Mobile Devices, Prepaid, and Postpaid accounts.
  • Collate information related to the customer's experience of the company's products and services while ascertaining a N.P.S (Net Promoter Score).
  • Entered responses from survey participants into an internal database using Excel and CRM to later compile reports or conduct analysis.
  • Whilst using strong and eloquent speaking skills in delivering questions to survey.
  • Collaborated closely with others to develop new surveys and questionnaires, test survey links, and proofread documentation and remained highly educated in various products and promotions by regularly attending training webinars.

Call Center Agent

Digicel Jamaica
Kingston, Jamaica
06.2015 - 08.2017
  • Assisted customers on a day-to-day basis with customer service-related matters.
  • Identify and escalate priority issues and complete rebates where necessary.
  • Assisted with supervisor escalations when the company is short-staffed or in meetings.
  • Rotated and also assisted with technical escalations within the Customer Care Technical team.

Lead Customer Service Representative

Innovative Outsourcing Ltd
St. Elizabeth
01.2009 - 06.2015
  • Inbound and Outbound calls to provide and receive information about scheduled appointments, services, and taking input of any issues and their redress thereof.
  • Assisted with escalated issues for immediate resolutions and updating technicians in the field of pending matters awaiting their specialized attention while maintaining records of all interactions.
  • Assisted with the training of new staff on products and services offered.

Education

Diploma - Early Childhood Education

South East College
Mandeville
12.2023

CXC -

The Education Business Centre
St. Elizabeth
06.2008

High School Diploma -

St. Elizabeth Technical High
St. Elizabeth
06.2007

Skills

  • Time management
  • Care and empathy
  • Teamwork and adaptability
  • Call center experience
  • Computer skills
  • Critical thinking

References

  • Kerry Brooks, Digicel Group - Jamaica, Customer Care Supervisor, 876-381-5742
  • Kadian Comrie, Influx - Remote, Client Team Lead, 876-337-7972

Hobbies and Interests

  • Reading
  • Cooking
  • Road trips
  • Community involvement

Timeline

Teaching Assistant

Siloah Primary
06.2023 - 08.2023

Customer Care Agent

Influx
11.2021 - Current

Tele-Sales Agent

Innovative Outsourcing Ltd
06.2020 - 11.2021

Customer Care and Sales Agent

Influx
06.2019 - 04.2020

Survey Analyst

Digicel Group
08.2017 - 07.2019

Call Center Agent

Digicel Jamaica
06.2015 - 08.2017

Lead Customer Service Representative

Innovative Outsourcing Ltd
01.2009 - 06.2015

Diploma - Early Childhood Education

South East College

CXC -

The Education Business Centre

High School Diploma -

St. Elizabeth Technical High

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Alecia Hibbert