Summary
Overview
Work History
Education
Skills
Timeline
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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, Jamaica

Certificate in Customer Engagement - Business

HEART/NSTA Trust
Petersfield, Westmoreland
12.2019

High School Diploma -

Hampton School For Girls
Malvern, St. Elizabeth
06.2012

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
Anna-Kay Smith