Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gabrine Campbell

Customer Service Representatives
Kingston ,St Andrew

Summary

Dynamic customer service professional with a proven track record at Ibex Global Solutions, excelling in problem-solving and communication. Enhanced customer retention through effective relationship management and training initiatives. Skilled in optimizing workflows and implementing quality control measures, ensuring high standards of service and satisfaction in fast-paced environments.

Overview

10
10
years of professional experience
1
1
Certification
1
1
Language

Work History

Reservation & Booking Specialist

Itel-BPO Solutions
05.2020 - 06.2025
  • Assisted sales team in closing deals by providing comprehensive information on available booking options and packages.
  • Supported management by producing regular reports on booking trends, customer feedback and potential areas of improvement.
  • Enhanced customer satisfaction by efficiently managing and confirming reservations.
  • Managed high call volumes with exceptional professionalism, maintaining a high level of customer satisfaction throughout the process.
  • Developed lasting relationships with key clients through attentive service and prompt resolutions of issues.

Customer Service Representative Manager

Ibex Global Solutions
07.2015 - 04.2020


  • Reduced churn rate by 15% through proactive engagement and empathy
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Collaborated with upper management to improve customer service processes and support structures company-wide
  • Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
  • Boosted employee morale by fostering a positive work environment and recognizing outstanding performance.
  • Leveraged data-driven insights from CRM systems to better understand client needs and tailor support strategies accordingly.

Customer Service Representative (Contract)

Insurance Supermarket Inc.
03.2016 - 03.2017
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

High School Diploma - Business Management

Kingston Technical High School
Kingston
06.2014

Skills

    Core Competencies

  • Remote Customer Support
  • Conflict Resolution & Negotiation
  • CRM & Booking Systems (eg, Salesforce, Zendesk)
  • Customer Retention & Upselling
  • Multitasking & Time Management
  • Written & Verbal Communication
  • Tech-Savvy & Self-Motivated

    • Remote Work Readiness

  • 1 year of remote experience in collections
  • Familiar with virtual communication tools (Zoom, Slack, email support)
  • Reliable internet, noise-canceling headset, and distraction-free home office

Certification

Certified Client Service Specialist (CCSS) Certification

Timeline

Reservation & Booking Specialist

Itel-BPO Solutions
05.2020 - 06.2025

Customer Service Representative (Contract)

Insurance Supermarket Inc.
03.2016 - 03.2017

Customer Service Representative Manager

Ibex Global Solutions
07.2015 - 04.2020

Certified Client Service Specialist (CCSS) Certification

07-2015

High School Diploma - Business Management

Kingston Technical High School

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Gabrine CampbellCustomer Service Representatives