Andrae Reid
Montgo Bay,Saint James
Summary
Results-driven Customer Care Specialist with extensive experience in telecommunications and retail sales. Proven track record in enhancing customer satisfaction through effective management and support in contact center environments. Core competencies include customer service excellence, robotics engineering, and civil engineering, contributing to operational efficiency and team performance. Committed to leveraging skills to foster positive customer relationships and drive organizational success.
Overview
7
7
years of professional experience
Work History
Road Side Assitance - Mercedes Benz
Concentrix
Free Zone, 1 Mangrove Way, Building #7 Freeport, Montego Bay, Saint James
11.2024 - Current
- Manage incoming calls.
- Respond to customer inquiries.
- Take reservations.
- Provide information about services.
- Identify and assess customer needs.
- Follow communication procedures.
- Participate in training and policy updates.
- Provide exceptional customer service.
Customer Service Representative - Neo Financial
Lice Exchange
WFH , WFH
06.2024 - 11.2024
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Processed check requests, wire transfers, debit card transactions, and other financial services requests.
- Verified amounts and integrity of every check or funds transfer.
Reservation Sales Representative
Call Center Solution
Sagicor Business Center Suite #20, Montego Bay, Saint James
01.2024 - 05.2024
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Worked closely with other departments within the organization to provide an outstanding service experience.
- Handled customer inquiries and complaints in a courteous and professional manner.
- Verified guest information and payment options ensuring accuracy and completeness.
- Processed payments using credit cards or other approved methods of payment.
Missing Order Specialist - Instacart
IntouchCX
Floor 1, & 2 Bioprist Knowledge Park, 1a Pimento Way, Montego Bay , Saint James
11.2022 - 01.2024
- Traced missing material and shipments through vendor and customer communications.
- Worked closely with sales team to ensure customer satisfaction throughout the entire ordering process.
- Answered customers' questions about products, prices, and availability.
- Verified pricing and product availability to ensure timely order processing.
- Complied with consolidation ship dates to facilitate on-time shipments.
Technical Support - Comcast Central Repairs
Teleperformance
1 Mangrove Way Building 8, Montego Bay , Saint James
09.2022 - 11.2022
- Find creative solutions to effectively address internal and external customer queries and concerns within the relevant SLA.
- Accept and send out calls to customers regarding repairing their mobile, internet, landline, and home services.
- Motivates customers to move their mobile services to Xfinity.
- Control and handle irritated customers daily, with an average of 150+ calls a day, inclusive of inbound and outbound.
Customer Care Representative – John Lewis & Partne
Itel International
22 Chalmers Av, Kingston
06.2022 - 09.2022
- Control and handle irritated customers daily, with an average of 150+ calls a day, inclusive of inbound and outbound.
- Assist customers in shopping on the website, and troubleshoot the MYJL app.
- Answered customer inquiries over the phone and via email.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
Customer Care Representative – Fiserv
Sutherland Global Services
Bldg. C, Portmore Informatics Park, 7 E Trade Way, St Catherine
10.2021 - 01.2022
- Responding to customer contact by email, phone, and chat.
- Control and handle irritated customers daily, with an average of 150+ calls a day, inclusive of inbound and outbound.
- Develop workable solutions for recurring problems for customers when trying to design their products.
Brand Advocate – National Commercial Bank
Hinduja Global Solution
113 Constant Spring Road, Kingston
04.2021 - 10.2021
- Provide exceptional customer focus and technical support related to bank accounts, credit cards, merchants, and point-of-sale machines.
- • Provide workable solutions for recurring problems with customers' bank accounts.
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
Trades Man
Browns Construction and Equipment’s
Knights Ville Yallahs P.O, St Thomas
04.2020 - 04.2021
- Plan and execute exceptional engineering solutions for buildings, roads, and bridges for both residential and commercial clients.
- • Build structures using stone, concrete, boards, and steel.
- • Designed and read advanced structure blueprints.
- • Act as a junior engineer and lead teams of masons to complete projects • Cut and shape materials for dressing
- • Complete rendering for projects.
- • Concrete lawing.
- • Scaffolding experience.
- • Efficient communication.
Internship
Rural Agriculture Development Authority
Hope Gardens, Kingston 6, Old Hope Road, Kingston
07.2019 - 09.2019
- I worked in the IT department throughout my internship.
- Repairs computers from offices around the island.
- Print IDs for farmers throughout Jamaica.
- Farm visits.
Internship
Ministry of Industry, Commerce, Agriculture and Fisheries
Hope Gardens, Kingston 6, Old Hope Road, Kingston 6
07.2018 - 09.2018
- • Update backlogged files on the computer,
- Shred old files after they have been updated in the system.
- A weekly update of meats and vegetables is sent out to supermarkets in and around Kingston, St. Andrew.
Education
Diploma in Structural Engineering - Construction Engineering
University of Technology Jamaica
237 Old Hope Road, Kingston07-2020
High School Diploma -
Calabar High Scool
61 Red Hills Rd, Kingston 06-2019
Skills
- Knowledge retention
- Business Process Improvement
- Retention
- Decision making
- Customer-Centric
- Leadership and Team Building
- Customer retention
- Public Relations
- Intrapersonal skills
- Negotiation
- Employee engagement
- Change Advocate
- Budget Management
- Performance coach
Timeline
Road Side Assitance - Mercedes Benz
Concentrix
11.2024 - Current
Customer Service Representative - Neo Financial
Lice Exchange
06.2024 - 11.2024
Reservation Sales Representative
Call Center Solution
01.2024 - 05.2024
Missing Order Specialist - Instacart
IntouchCX
11.2022 - 01.2024
Technical Support - Comcast Central Repairs
Teleperformance
09.2022 - 11.2022
Customer Care Representative – John Lewis & Partne
Itel International
06.2022 - 09.2022
Customer Care Representative – Fiserv
Sutherland Global Services
10.2021 - 01.2022
Brand Advocate – National Commercial Bank
Hinduja Global Solution
04.2021 - 10.2021
Trades Man
Browns Construction and Equipment’s
04.2020 - 04.2021
Internship
Rural Agriculture Development Authority
07.2019 - 09.2019
Internship
Ministry of Industry, Commerce, Agriculture and Fisheries
07.2018 - 09.2018
Diploma in Structural Engineering - Construction Engineering
University of Technology Jamaica
High School Diploma -
Calabar High Scool
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