Summary
Overview
Work History
Education
Skills
Timeline
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Ameerah Dryden

St. James,Jamaica

Summary

Dynamic Customer Care Professional with over 7 years of experience in the BPO Industry thus ascertaining both knowledge and expertees in Leadership, Sales and Customer Care Respectively . A driven and goal oriented individual who's always looking forward to new challenges.

Overview

7
7
years of professional experience

Work History

Team Lead

Flexcar Services Ltd .
08.2022 - 11.2022
  • Assisted Supervisors in training and mentoring more than 30 team members to promote productivity, accuracy, and commitment to friendly service.
  • Liaised with quality assurance associates to monitor team performance and created action plans to ensure success in hitting K.P.I targets .
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Managed conflict resolution among team members, fostering positive and collaborative work environment.
  • Specialty in Call De-Escalations and Customer Resolve.

Customer Care Representative

Continuum Global Solutions
01.2022 - 08.2022
  • Managed high call volume of 100 calls or more daily with exceptional professionalism and efficiency.
  • Investigated and resolved accounting, service and delivery concerns.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Sales Escalation Representative

N.I.C.E Global Solutions.
02.2018 - 09.2021
  • Made 150 Outbound Retention Calls , Text and Emails alike to secure customers who rejected initial offers made by company .
  • Handled technical escalations and advanced inquiries that were beyond current skills of level one representatives.
  • Supported company growth by assisting in developing new procedures to handle increased volume of escalations effectively.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.

SME /Team Leader Intern

Teleperformance Inc.
12.2015 - 01.2018
  • Specialty in Call De Escalation.
  • Managed team in absence of Supervisor
  • Mentored new employees, providing comprehensive onboarding support and guidance to ensure smooth integration.
  • Ensured adherence to company policies and procedures, providing regular training sessions for ongoing compliance awareness among team members.
  • Monitored average of 20 agent calls daily and tracked user progress to identify areas of improvement .

Education

High School Diploma -

Herbert Morrison Technical High
Montego Bay, Jamaica
09.2013

Skills

  • Team Management
  • Overseeing Daily Activities
  • Schedule Management
  • Adaptability
  • Sales expertise
  • Microsoft Suites

Timeline

Team Lead

Flexcar Services Ltd .
08.2022 - 11.2022

Customer Care Representative

Continuum Global Solutions
01.2022 - 08.2022

Sales Escalation Representative

N.I.C.E Global Solutions.
02.2018 - 09.2021

SME /Team Leader Intern

Teleperformance Inc.
12.2015 - 01.2018

High School Diploma -

Herbert Morrison Technical High

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Ameerah Dryden