Jada Robinson
Kingston
Summary
High-performing Customer Support Specialist with 4 years of experience delivering high-impact results in the call center/BPO industry. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of high-priority goals. Expertise in Zendesk and adept at problem-solving, my approach combines professionalism with strong empathy, driving significant business growth through strategic B2B support and effective communication. Committed to lifelong learning and going the extra mile to contribute to facilitate continuous improvement.
Overview
24
24
years of professional experience
Work History
Sales Customer Support Specialist
Concentrix
03.2024 - Current
- Remotely worked through 50+ tickets daily via chat, email and phone, resolving 95% of issues on first contact.
- Demonstrated exceptional professionalism and product knowledge while managing customer inquires, overcoming objections, and processing orders.
- Expertise in Zendesk and Salesforce, managing 60+ tickets per day. Achieved a 30% reduction in average resolution time and maintained a 4.8/5 customer satisfaction score.
- Established and maintained positive customer relationships through clear communication, speedy resolutions and a consultative and empathetic approach.
- Successfully onboarded 15 new B2B clients within a 6-month period, contributing to a 25% increase in annual revenue.
Customer Service Subject Matter Expert
Concentrix
02.2022 - 03.2024
- Recognized top performers’ outstanding achievements on a monthly basis, contributing to a 15% increase in team morale and overall productivity.
- Utilized active listening skills to identify customer needs, resulting in a 25% improvement in customer satisfaction and a 10% increase in repeat business.
- Created effective troubleshooting guides and resources for agents, reducing average call length by 20% and increasing agent efficiency.
- Enhanced first-contact resolution rates by 18% through proactive problem-solving and clear communication strategies, improving customer retention.
Customer Service Representative
Hinduja Global Solutions, HGS
07.2001 - 02.2022
- Demonstrated strong ownership in issue resolution by investigating and troubleshooting customer issues, achieving a 95% resolution rate on the first contact.
- Processed an average of 50+ orders, forms, applications, and requests daily, ensuring accuracy and timely completion.
- Kept accurate records of 50+ customer interactions, transactions, comments, and complaints daily, ensuring seamless follow-up and resolution.
- Consistently met deadlines in a fast-paced environment by managing multiple projects simultaneously, ensuring all were completed on time and within scope while working remotely.
Education
High School Diploma -
Clarendon College
Jamaica06.2020
Bachelor of Science -
University Of The West Indies
JamaicaSkills
- Strong empathy
- Troubleshooting
- Client retention strategies
- Professionalism
- Great Communication
- Zendesk
- Problem Solving
- B2B Customer Support
- Proactive
- Self-Motivated
- Problem Ownership
- Outcome-Oriented
Timeline
Sales Customer Support Specialist
Concentrix
03.2024 - Current
Customer Service Subject Matter Expert
Concentrix
02.2022 - 03.2024
Customer Service Representative
Hinduja Global Solutions, HGS
07.2001 - 02.2022
High School Diploma -
Clarendon College
Bachelor of Science -
University Of The West Indies
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