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
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
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
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
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
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
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
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
Mandeville12.2023
CXC -
The Education Business Centre
St. Elizabeth06.2008
High School Diploma -
St. Elizabeth Technical High
St. Elizabeth06.2007
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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