Fayon Ennis
Kingston,01
Summary
Dedicated customer satisfaction Specialist with a proven track record in enhancing customer satisfaction through effective problem resolution and communication. Committed to driving improvements in service delivery and customer support processes.
Overview
5
5
years of professional experience
Work History
Billing Specialist
Optimum Jamaica
New Kingston jamaica, Kingston
03.2023 - 11.2025
- Assisted customers with inquiries and resolved issues promptly.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Participated in team meetings to discuss strategies for improving customer experience.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Conducted workflow analysis, space design or cost comparison analysis.
Customer Support Specialist
Ibex Global
Portmore Jamaica, St. catherine
05.2021 - 02.2023
- Assisted customers with inquiries and resolved issues promptly.
- Utilized ticketing systems to track and manage customer support requests.
- Documented customer interactions for future reference and quality assurance.
- Facilitated communication between departments to address customer needs efficiently.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
Education
High School Diploma -
Innswood High School
Jamaica06-2012
Languages
English
Proficient (C2)
C2
Timeline
Billing Specialist
Optimum Jamaica
03.2023 - 11.2025
Customer Support Specialist
Ibex Global
05.2021 - 02.2023
High School Diploma -
Innswood High School