GISHELLE BROWN
Manley Meadows
Summary
Results-driven professional with over seven years of expertise in customer service, time management, and market trend analysis. Proven ability to troubleshoot issues, devise effective solutions, and exceed performance goals in dynamic, fast-paced environments. A strong communicator with excellent verbal and written skills, adept at fostering positive relationships and driving team success. Equipped with a strategic mindset and hands-on experience. My skillsets brings a track record of exceeding targets and improving operational efficiency. Committed to leveraging problem-solving abilities and task prioritization to support organizational objectives and deliver impactful results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Employee Benefits Representative
Fraser Fontaine & Kong
Kingston, Jamaica
07.2024 - Current
- Assisted employees with complex benefits issues, resolving concerns in a professional manner.
- Collaborated with HR team to onboard new employees, providing thorough orientation on available benefits options.
- Developed strong relationships with insurance carriers for improved service levels and issue resolution.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from client regarding health, life and welfare benefits and deductions through telephone, email, and in-person interactions.
- Checked employees' benefits enrollment for accuracy and input all data into applicable software used within the company.
- Built relationships with vendors to foster quality service delivery.
- Analyzed and evaluated existing compensation and benefits programs and recommended improvements.
- Provided ongoing support to clients throughout the life-cycle of their employee benefits programs, addressing any issues or questions that arose.
- Functioned as main point of contact for benefit carriers.
- Developed strong working relationships with key stakeholders at client companies, fostering collaboration and communication regarding benefit matters.
- Facilitated educational workshops on employee benefits topics, increasing awareness and understanding within organizations.
- Worked closely with insurance carriers to resolve claims-related issues on behalf of clients quickly and efficiently.
Cashier
Medical Associates Hospital & Medical Centre
Kingston
01.2017 - 06.2024
- Collect and process receipts for over 50 patients that visits the hospital.
- Admit and discharge patient in the billing department.
- Ensure that health insurances are applied and correct bills are given to patients.
- Add invoices on the system for insurance and companies.
- Assist with posting of invoices and payments received to peach tree system.
- Work to ensure a positive and hassle-free customer experience.
- Settled any customer queries in a professional and pleasant manner.
- Helped to manage and resolve billing disputes and collections.
- Managed all patient documents including insurance filing and billing.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Agent
Influx.com
Kingston
10.2021 - 10.2023
- Handles over 80 emails per day answering queries through emails.
- Maintained zero inbox work ethics daily.
- This includes handling escalations and backend emails to other departments.
- Using soft skills, proper grammar, to make sure that customers understand each response.
- Using different applications to resolves these queries such as Zendesk, Kustomer, Slack, Shopify, Linnworks, Maya etc.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Ensure my response times are within time range for each customer.
- Ensure that follow-ups are done daily on any ongoing issue for customers and make sure that their issues are resolved.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Intership-General Farm Duties
Appleton Estate
St. Elizabeth
06.2013 - 08.2013
- Observed safety practices in fertilizer and pesticide applications.
- Assisted in customizing of nutrient management plans to optimize plant health and yield potential.
- Assisted in collected soil samples for analysis to determine future crop placement.
- Accompanied agronomist on field visits regularly to monitor crop progress, identify issues early on, and learn from expert guidance for optimal growth conditions.
- Assisted in monitoring field trials, collected data, and received assistance with analyzing results to assess effectiveness of various agronomic interventions. This also aided in my research and presentation on liquid fertilizers.
- Observed agronomist implement proper practices for efficiency of irrigation systems for better water conservation and crop growth.
- Learned about soil conditions and how they recommended appropriate crop varieties based on regional climate, topography, and soil composition.
Client Service Executive
Global Media Service
Kingston
05.2016 - 11.2016
- Provided expert guidance in navigating complex product offerings, enabling clients to make informed decisions.
- Attend meetings with potential clients with interest in companies products and services
- Developed and maintained existing client relationship and developed new client relationships.
- Demonstrated excellent problem-solving skills in handling challenging situations that arose in client engagements.
- Assisted in the development of strategic plans for key accounts, driving long-term success and profitability.
- Collaborated with internal teams to deliver customized solutions for clients'' unique needs.
- Organized regular team meetings which led to improved collaboration among team members towards achieving common goals.
- Proactively identified potential issues in client accounts, implementing corrective actions as needed.
- Contributed significantly to the growth of company revenue through upselling existing customers on additional products or services.
Customer Service Representative/Subject Matter Expert
Sutherland Global Services
Kingston
11.2014 - 01.2016
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Help agents to give great resolution to customer so they will continue being customers'
- Monitor and provide updates of weaknesses and strengths of each agent and what can be done to improve their customer service skills.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently in handling over 60 chats, emails and calls respectively, earning recognition as a top performer within the team.
- Review other agents calls and provided them with feedback that they can use on their interactions with the customers.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Assisted agents with delivering fast and friendly service to handle questions and service complaints.
- Built trusting relationship with customers to better understand needs.
- Managed customers calls efficiently in fast-paced call center environment.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
Certification in Insurance -
College of Insurance And Professional Studies
Kingston07.2018
Associate in Science (A.S.) - General Agriculture
College of Agricultural Science And Education
Portland, Port Antonio05.2013
Skills
- Customer Service
- Problem Solving
- Time Management
- Leadership
- Oral and Written Communication
- Active Listening
- Critical-Thinking
- Strong Communication
- Microsoft Office
- Benefits Administration
- Attention to Detail
Organizational Skills
Certification
- Ordinary Long Term
- Equity Linked Business
References
- Ms. Shauna-Kay Sutherland
Business Development Manager
Bulwark Insurance Limited
(876) 841-8070
shaunakay.sutherland@gmail.com
- Ms. Rebecca McIntosh
Auditor
Crichton Insurance Limited
(876) 428-6241
bre882@hotmail.com
Timeline
Employee Benefits Representative
Fraser Fontaine & Kong
07.2024 - Current
Customer Service Agent
Influx.com
10.2021 - 10.2023
Cashier
Medical Associates Hospital & Medical Centre
01.2017 - 06.2024
Client Service Executive
Global Media Service
05.2016 - 11.2016
Customer Service Representative/Subject Matter Expert
Sutherland Global Services
11.2014 - 01.2016
Intership-General Farm Duties
Appleton Estate
06.2013 - 08.2013
Certification in Insurance -
College of Insurance And Professional Studies
Associate in Science (A.S.) - General Agriculture
College of Agricultural Science And Education