Dara-Anne N. Williams
Morant Bay, St Thomas
Summary
Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.
Overview
19
19
years of professional experience
Work History
Customer Support Representative (WFH)
Balance of Nature Co Ltd.
02.2023 - 06.2025
- Updating customer accounts using Gorgias & Shopify (CRM)
- Assisting customer with order updates & queries
- Account retention support
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing & prioritizing
Customer Service Representative (WFH)
Teleperformance Co. Ltd
08.2020 - 12.2022
- Inbound Billing, Retention & Technical calls
- Handling Retention Call for Downgrading or Cancelling of Services
- Explaining Customers bill & charges
- Minor troubleshooting to resolve Internet or TV issues
- Handle & Resolve Customers Queries
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Team Lead/Supervisor
Fullgram Solution Limited
01.2015 - 05.2018
- Responsible for a team of Approximately 20 Agents
- Provided guidance, training and assistance for lower level staff
- Prepare standard reports to track team workload, response time
- Occasionally shadow monitor Agents calls.
Team Lead/Supervisor
E-services Group International
01.2011 - 02.2012
- Assisting customers with various technical issues
- Assisted customers with queries or concerns, with appropriate resolution in a timely manner
- Responsible for a team of 15-20 Reps
- Coaching staff on stats & performance
- Provided guidance, training and assistance for lower-level staff
- Prepare standard reports to track team workload, response time and quality of input.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Toll Plaza & Safety Supervisor
Jamaica Infrastructure Operator Ltd
02.2006 - 07.2009
- Report to the Toll Plaza Manager
- Overseeing approx. 20 staff daily per shift
- Detailed real time data recording on Events Managements System for Analysis, reports & meetings
- Monitoring the Daily operations of the Toll Plaza and the motorway via DIVAR camera system, frequency radio & intercom.
- Direct responsibility for Checking off Toll Collectors, Tag Sales Reps & Vaults at the end of shift.
- Multitask with numerous other Operational functions
Education
Certification - Touch Typing & Filing
Binn’s Business Institute
Supervisory Management
University of the West Indies – School of Continuing Studies – Camp Road
Diploma - Business Management
University of the West Indies - Mona
01.2003
CXC
St. Catherine High
01.1994
Skills
- Focused on enhancing customer satisfaction
- Core Communication Skills
- Interpersonal & Soft Skills
- Organizational Skills
- Problem-Solving & Critical Thinking
References
Provided upon Request
Activities
Faculty advisor for the St. Catherine High Key Club
Timeline
Customer Support Representative (WFH)
Balance of Nature Co Ltd.
02.2023 - 06.2025
Customer Service Representative (WFH)
Teleperformance Co. Ltd
08.2020 - 12.2022
Team Lead/Supervisor
Fullgram Solution Limited
01.2015 - 05.2018
Team Lead/Supervisor
E-services Group International
01.2011 - 02.2012
Toll Plaza & Safety Supervisor
Jamaica Infrastructure Operator Ltd
02.2006 - 07.2009
Diploma - Business Management
University of the West Indies - Mona
Certification - Touch Typing & Filing
Binn’s Business Institute
Supervisory Management
University of the West Indies – School of Continuing Studies – Camp Road
CXC
St. Catherine High
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