Christina Jarrett
Montego Bay,Jamaica
Summary
With 18 years of experience driving revenue growth, delivering exceptional customer experiences, and leading teams in sales, reception, and hotel concierge, I leverage my expertise to exceed targets and build lasting relationships. Skilled in omnichannel engagement (Phone, Email, Chat) and passionate about delivering personalized service.
Overview
19
19
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
CONCENTRIX
01.2024 - 12.2025
- Maintained a 95%+ CSAT (Customer Satisfaction) rating while managing 80+ daily inquiries via phone, email, and chat.
- Resolved 85% of issues on first contact, reducing ticket escalations by 15% through proactive problem-solving.
- Surpassed efficiency KPIs by 20%, maintaining a sub-2-minute response time for live chat and 100% CRM data accuracy.
- Analyzed customer feedback to identify trends and recommend enhancements to service offerings.
Tour Guide
Jamaica Tours Limited
03.2023 - 01.2024
- Coordinated and led 15+ weekly excursions, maintaining a 98% positive guest rating through engaging storytelling and expert regional knowledge.
- Boosted tour bookings by 15% by effectively cross-selling regional attractions and personalized experiences to incoming guests.
- Managed end-to-end logistics for groups of up to 5 people, ensuring 100% accuracy in transportation, entry fees, and accommodations.
- Coordinated logistics for tour schedules, optimizing route efficiency and timing.
Front Desk/ Concierge
Hyatt Zilara/ Ziva Hotel
02.2022 - 03.2023
- Executed end-to-end check-in/out procedures with 100% accuracy in payment processing and guest data management using Opera.
- Optimized occupancy rates by managing high-volume online and phone reservations, resolving booking conflicts, and updating real-time guest profiles.
- Served as a local subject-matter expert, providing curated recommendations on property amenities and local attractions that enhanced the overall guest stay.
- Resolved 90%+ of guest complaints on-site, utilizing proactive conflict-resolution skills to turn negative experiences into positive reviews.
- Synchronized operations with Housekeeping and Maintenance departments to ensure room readiness and prompt resolution of facility issues.
Tour Guide/ Customer Service Representative
Holiday Services
01.2021 - 02.2022
- Ensured 100% guest safety across all terrains/transportation methods, strictly adhering to updated 2025 safety protocols and emergency procedures.
- Increased tour revenue by 20% through the strategic promotion of premium add-ons, photos, and future excursion bookings.
- Managed end-to-end logistics for multi-day tours, including the seamless coordination of transportation, entry fees, and 5-star guest accommodations.
CUSTOMER SERVICE REPRESENTATIVE
CONDUENT
01.2020 - 01.2021
- Maintained professionalism and positive demeanor while processing heavy call volumes, achieving a 100% adherence to the schedule rating.
- Managed all inquiries and issues with a focus on accuracy and speed, ensuring a seamless customer journey.
- De-escalated conflict situations using advanced problem-solving techniques, ensuring high retention and turning negative experiences into positive outcomes.
- Consistently met or exceeded all KPIs, resulting in a 10% improvement in team efficiency and response times.
Tour Guide/ Customer Service Representative
Caribic Vacations Ltd.
01.2007 - 01.2020
- Personalized the guest journey by assessing individual interests upon arrival, leading to a 25% increase in positive reviews.
- Acted as a primary Brand Ambassador, providing curated local recommendations that extended beyond the tour to enhance the guest's entire travel itinerary.
- Demonstrated elite conflict-resolution skills by resolving on-site guest concerns or logistical delays (weather/transport) before they impacted the group experience.
- Exceeded monthly sales targets by 20% through the organic promotion of premium excursions, merchandise, and partner establishment services during tours.
- Upsold 30% of standard tour participants to 'VIP' or private packages by identifying customer needs and highlighting value-added amenities.
Education
Certificate - Practical Nursing Training
Wilmots Academy
01.2022
Certificate - Basic Computer Applications
Professional Edge Training Institute
01.2007
CSEC distinctions & passes - undefined
Anchovy High School
06.2005
Skills
- Active Listening & Empathy
- Adaptability & Attention to Detail
- Communication - verbal & written interaction
- Customer Satisfaction & Retention
- Customer Support & Issue Resolution
- Enthusiasm and energy
- Flexibility and adaptability
- Hospitality and Tourism
- Multichannel Support (Phone, chat and email)
- Negotiation & Closing
- Organized approach
- Problem solving abilities
- Revenue Growth
- Sales & Upselling
- Time Management & Multitasking
Timeline
CUSTOMER SERVICE REPRESENTATIVE
CONCENTRIX
01.2024 - 12.2025
Tour Guide
Jamaica Tours Limited
03.2023 - 01.2024
Front Desk/ Concierge
Hyatt Zilara/ Ziva Hotel
02.2022 - 03.2023
Tour Guide/ Customer Service Representative
Holiday Services
01.2021 - 02.2022
CUSTOMER SERVICE REPRESENTATIVE
CONDUENT
01.2020 - 01.2021
Tour Guide/ Customer Service Representative
Caribic Vacations Ltd.
01.2007 - 01.2020
Certificate - Practical Nursing Training
Wilmots Academy
Certificate - Basic Computer Applications
Professional Edge Training Institute
CSEC distinctions & passes - undefined
Anchovy High School