Ameish Bryan
Jamaica
Summary
Dedicated self-driven Customer Service Representative backed with more 10 year's experience in customer service. Motivated to maintain customer satisfaction and contribute to the success of the organization. Strong verbal and written communication skills. Passionate about building listing relationships in an organization.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Chat and Phone Customer Service Specialist
Sagility (Jamaica) Limited
08.2021 - 07.2024
- Managed a daily average of 60 incoming chats and calls.
- Assisted member with account log in issue and insurance related query regarding billing, benefit and coverage while ensuring compliance with company policies and regulations, resulting in 95% customer satisfaction rate based on post-call surveys
- Memorized 10 different customer service scripts resulting in a 20% increase in customer satisfaction ratings
- Track and logged possible issues reported by customers using our insurance, resulting in a 90% resolution rate.
Customer Service Specialist
Ready TV Cable Services
01.2019 - 07.2024
- Answered inquiries regarding application for services, renewal of package and disruption of services with efficiency, professionalism and friendliness resulting in a 90% customer satisfaction rate
- Maintaining accurate documentation processes, resulting in a 95% error free record and increased efficiency by 20%
AT&T Technical Support Specialist
IBEX Global
03.2017 - 09.2018
- Resolved technical issues for over 100 customers per weeks, resulting in a 95% customer satisfaction rate and decrease in customer complaints by 40%
- Memorized and effectively use over 7 CRM systems daily, resulting in a 15% faster average call time
- Improved efficiency by implementing new ways and procedures for first call resolution, which reduced frequent call backs by 30% from members regarding the same issue they called in about before.
Quality Analyst
02.2015 - 03.2017
- Develop ways and technique to assist agents with call handle and properly call procedures which caused a 10% increasing in overall customer satisfaction ratings
- Kept track of team's strengths and weakness and created guidelines of how to address and improve those weakness
- Offered innovative ideas to improve call center moral and encourage hard work.
Customer Service Specialist
Conduent
09.2013 - 02.2015
- Promptly assisted an average of 80 customers daily with order related issues and complaints with a 96% customer satisfaction rate
- Maintain a knowledge base of the evolving products and services being offered by the company and improve customer retention by 10%
- Quickly handled incoming calls and escalated calls when necessary, reducing the average resolution time to 19%
Education
Major: Humana Resource Management -
University of The Common Wealth
03.2024 - 05.2024
High school diploma -
Greater Portmore High School
09.2007 - 06.2011
Skills
- Management
- Microsoft
- Creativity
- Critical thinking
- Problem solving
- Communication
- Leadership
Timeline
Major: Humana Resource Management -
University of The Common Wealth
03.2024 - 05.2024
Chat and Phone Customer Service Specialist
Sagility (Jamaica) Limited
08.2021 - 07.2024
Customer Service Specialist
Ready TV Cable Services
01.2019 - 07.2024
AT&T Technical Support Specialist
IBEX Global
03.2017 - 09.2018
Quality Analyst
02.2015 - 03.2017
Customer Service Specialist
Conduent
09.2013 - 02.2015
High school diploma -
Greater Portmore High School
09.2007 - 06.2011
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