Anna-Kay Smith
Savanna-La-Mar,WD,
Summary
A dedicated, highly motivated and customer-centric professional with 8+ years of experience and a proven track record of delivering exceptional customer experiences. Adept at handling inquiries, resolving issues efficiently, and providing real-time solutions with professionalism and empathy. Strong communicator with the ability to manage high-volume interactions while maintaining accuracy, patience, and a customer-first mindset. Skilled in troubleshooting, technical support, and conflict resolution, ensuring customer satisfaction and retention. Proficient in CRM systems with a keen eye for detail and a commitment to continuous improvement. Dedicated to upholding company values and exceeding service expectations in a fast-paced environment.
Overview
8
8
years of professional experience
Work History
Executive Assistant
Diamond Leads Marketing Agency
02.2023 - 02.2024
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Managed approximately 30 inbound messages per day from potential clients.
- Sent 50 outbound messages per day to clients and potential clients.
- Handled confidential and sensitive information with discretion and tact.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
- Collaborated on special projects to improve overall business operations within the organization efficiently.
Executive Secretary
Authentic JA Ltd.
05.2021 - 01.2023
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Responded to approximately 10 emails per day and other correspondence via direct messages and calls to facilitate communication and enhance business processes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Supported timely decision-making with thorough research and accurate data analysis.
- Supported strategic planning sessions by compiling relevant research and data analysis.
- Served as a liaison between executives, staff members, clients, and stakeholders to maintain effective communication channels.
Teller
Cambio Brumalia
06.2017 - 01.2023
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Served 20-80 customers per day.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Counted, verified and handled bank deposits and armored car transactions.
Customer Care Associate
Xerox, Client-Amazon
05.2016 - 10.2016
- Responded to customer inquiries via phone, email, live chat, or social media.
- Handled 40+ calls with great time management, efficiency and customer satisfaction.
- Resolved complaints, troubleshooting issues, and providing accurate solutions.
- Escalated complex issues to the appropriate departments when necessary.
- Maintained a professional, empathetic, and customer-focused approach.
- Built strong customer relationships through active listening and personalized service.
- Followed up with customers to ensure satisfaction and issue resolution.
- Assisted customers with order placement, tracking, cancellations, and refunds.
- Handled account-related inquiries such as billing, subscription updates, and service modifications.
- Stayed informed about company products, services, policies, and promotions.
- Educated customers on product features, benefits, and usage.
- Logged customer interactions, issues, and resolutions in CRM systems.
- Provided feedback to management regarding common customer concerns and service improvements.
- Coordinated with internal teams (sales, technical support, logistics) for seamless service.
- Suggested process improvements based on customer feedback and trends.
- Adhered to company policies, data protection regulations, and service standards.
- Maintained a positive attitude and professional conduct in all interactions.
Education
BEng in Chemical Engineering - Chemical Engineering
University of Technology, Jamaica
Kingston, JamaicaCertificate in Customer Engagement - Business
HEART/NSTA Trust
Petersfield, Westmoreland12.2019
High School Diploma -
Hampton School For Girls
Malvern, St. Elizabeth06.2012
Skills
- Communication Skills
- Problem-Solving & Critical Thinking
- Time Management & Multitasking
- Customer Relationship Management
- Attention to Detail
- Adaptability & Flexibility
- Organizational & Administrative Skills
- Sales & Persuasion Skills
- Technical Proficiency in CRM software, Microsoft Office and Social Media tools
- Emotional Intelligence & Professionalism
Timeline
Executive Assistant
Diamond Leads Marketing Agency
02.2023 - 02.2024
Executive Secretary
Authentic JA Ltd.
05.2021 - 01.2023
Teller
Cambio Brumalia
06.2017 - 01.2023
Customer Care Associate
Xerox, Client-Amazon
05.2016 - 10.2016
BEng in Chemical Engineering - Chemical Engineering
University of Technology, Jamaica
Certificate in Customer Engagement - Business
HEART/NSTA Trust
High School Diploma -
Hampton School For Girls
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