Hi, I’m
GEOVANNIE GRANT
Lot 1 Norwood Blvd Montego Bay
Summary
I'm a motivated, goal oriented, professional individual. I am very high spirited, dedicated SUMMARYand passionate about my job and all that I do. Capable of working under pressure and multitasking along with meeting timeline/deadline of given task.
Overview
11
years of professional experience
1
Certification
Work History
Segoso Caribbean
Reservation Agent
01.2023 - Current
Job overview
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Participated in ongoing training sessions to stay current on industry trends, best practices, and reservation system updates.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Advanced Call Center Technologies LLC
SUPERVISOR
04.2022 - Current
Job overview
- Conduct Direct Model Feedback on agents per performance/KPIs/attendance
- Provide support/Manager override for situations required
- Join weekly calibration calls with client and site Quality team
- Complete coaching and update log in system on area coached
- Compile report on KPI's and help to effect quality Customer experience
- Host coaching huddles with agents and operations
- Conduct remedial/upskill training for the campaign on new changes/opportunities- Prepare EOD, MTD and EOM reports for individual agents to managers
Advanced Call Center Technologies LLC
CUSTOMER SERVICE ASSOCIATE/LEAD
03.2019 - 04.2022
Job overview
- Handle inbound contact concerning service inquiry (new & existing)
- Assist store associates with orders, billing and service inquiries per customer - Provide support to agents when the supervisor is not present
- Join weekly calibration calls with client and site Quality team
- Conduct upskill training for the campaign.
Advanced Call Center Technologies LLC
SUPERVISOR
10.2016 - 03.2019
Job overview
- Conduct Direct Model Feedback on agents per performance/KPIs/attendance
- Provide support/Manager override for situations required
- Join weekly calibration calls with client and site Quality team
- Complete coaching and update log in system on area coached
- Compile report on KPI's and help to effect quality Customer experience
- Host coaching huddles with agents, change leaders and operations
- Conduct remedial/upskill training for the campaign on new changes/opportunities
- Provide feedback to all, managers, VP, HR and clients in regards to the department improvements and beneficial attributes towards performance and metrics
- Prepare EOD, MTD and EOM reports for individual agents to managers
RST
CUSTOMER SERVICE ASSOCIATE
07.2015 - 10.2016
Job overview
- Handle inbound contact concerning service inquiry (new & existing)
- Complete service troubleshoot utilizing various applications/tools M&Ps
- Assist store associates with orders, billing and service inquiries per customer
- Participate in weekly/bi-weekly team huddles regarding updates/changes
- Maintain company, clean desk, KPIs and client policies and procedures
- Participate in various department, company and client hosted events
- Smartchat/Webchat SME on Wireless/Billing and Technical Support
- Assist with unifying customer accounts, Direct TV billing issues, modifying Direct TV accounts
- Assist with general customer service issues with customer's cellphone and home services.
DEBT COLLECTOR
08.2014 - 04.2015
Alliance One
SALES/CUSTOMER SERVICE REPRESENTATIVE
04.2013 - 07.2014
Job overview
- Research and contact delinquent customers
- Persuade and encourage customers to Pat their outstanding balance
- Worked with team to meet and achieve quota for collect target
- Lead/Support for agent on production.
Education
Solutions Counseling & Consulting ServiceMontego Bay
from CSEC
09.2020
Institute of Academic Excellence Montego Bay
from CSEC
09.2013
Lionel Town Skills Training Center
from Electrical Installation
09.2010
Central High School May Pen
from CSEC
09.2009
Skills
- SKILLS/PROFICIENCY
- Typing skills – 30 to 40 WPS
- Microsoft Office Suite
- Time Management Skills
- Analytical/Data entry
- Written/Oral communication
- Clerical/Administrative Skills
- Problem Solving Skills
Certification
CSEC
Integrated Science- Grade 3
Principles of Accounts-Grade 2
English A- Grade 2
NCTVET
Electrical Installation- Level 1
Timeline
Reservation Agent
Segoso Caribbean
01.2023 - Current
SUPERVISOR
Advanced Call Center Technologies LLC
04.2022 - Current
CUSTOMER SERVICE ASSOCIATE/LEAD
Advanced Call Center Technologies LLC
03.2019 - 04.2022
SUPERVISOR
Advanced Call Center Technologies LLC
10.2016 - 03.2019
CUSTOMER SERVICE ASSOCIATE
RST
07.2015 - 10.2016
DEBT COLLECTOR
08.2014 - 04.2015
SALES/CUSTOMER SERVICE REPRESENTATIVE
Alliance One
04.2013 - 07.2014
Solutions Counseling & Consulting Service
from CSEC
Institute of Academic Excellence
from CSEC
Lionel Town Skills Training Center
from Electrical Installation
Central High School
from CSEC
Similar Profiles
Shavel ChristieShavel Christie
AT&T Bankruptcy Specialist at Segoso CaribbeanAT&T Bankruptcy Specialist at Segoso Caribbean
Tracey BaughTracey Baugh
Head of Employee Development / Director of Human Resource / Human Resource Manager at Segoso CaribbeanHead of Employee Development / Director of Human Resource / Human Resource Manager at Segoso Caribbean
Trashawn PryceTrashawn Pryce
SQL Developer at Segoso CaribbeanSQL Developer at Segoso Caribbean
Ashelle LoweAshelle Lowe
Sales Associate at Segoso CaribbeanSales Associate at Segoso Caribbean
Joleen CampbellJoleen Campbell
Retail & Business Banking at CIBC First Caribbean International BankRetail & Business Banking at CIBC First Caribbean International Bank