Jason Marshall
Montego Bay,Jamaica
Summary
Customer Experience Supervisor with a strong background in team management and operational excellence. Expertise in developing training programs that equip staff with essential skills, ensuring high-quality service delivery and a positive customer experience across diverse channels.
Overview
13
13
years of professional experience
Work History
Customer Experience Supervisor
Conduent Jamaica
07.2022 - 05.2026
- Supervised team performance to enhance customer satisfaction and service quality.
- Trained staff on best practices for customer interactions and problem resolution.
- Developed training materials to improve employee knowledge of products and services.
- Implemented team goals and objectives, facilitated communication for feedback, and ensured compliance with company policies and procedures.
- Processed account closure following client's decision to discontinue services with Conduent.
Care Specialist
VistaPrint
08.2018 - 07.2022
- Provided compassionate support to clients in diverse care settings.
- Coordinated care plans with healthcare professionals and family members.
- Monitored client needs and reported changes to appropriate staff.
- Assisted customers through inbound calls and chat channels with inquiries related to design, marketing, and product services.
Team Manager
Collective Solution, Jamaica
09.2017 - 08.2018
- Developed action plans to implement strategies that enabled team to consistently meet monthly targets.
- Monitored team performance and created reports to track team stats for performance evaluation.
- Provided real-time assistance, handled escalations, and managed team adherence to enhance overall productivity.
- Conducted weekly coaching sessions to enhance associate performance.
- Processed and submitted payroll data bi-weekly to maintain accurate records and support team members.
Customer Service Representative
Collective Solution
03.2017 - 08.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with inquiries via inbound calls regarding account settings, order placements, and product and service availability.
- Managed customer accounts using CRM software to maintain accurate records.
- Collaborated with team members to enhance service delivery and customer satisfaction.
Supervisor
Conduent Jamaica
08.2016 - 02.2017
- Supervised daily operations to ensure efficient workflow and adherence to company standards.
- Trained and mentored staff on best practices and operational procedures.
- Managed team schedules to optimize resource allocation and coverage.
- Developed and executed team goals and objectives, facilitated feedback sessions, and ensured compliance with company policies and procedures.
Customer Service Representative
Conduent
09.2013 - 08.2016
- Resolved customer complaints efficiently and professionally to ensure satisfaction.
- Addressed inbound inquiries about customer accounts, products, and services to resolve issues and improve customer satisfaction.
- Assisted customers with inquiries via phone, email, and chat support.
- Maintained accurate records of customer interactions in the CRM system.
Education
Advance Proficiency Diploma - 6 CAPE Subjects at the Sixth form level
Herbert Morrison Technical High
Alice Eldemire Drive, Montego Bay, St. James06-2012
Herbert Morrison Technical High - 9 General and Technical Proficiency CXC Subjects
Herbert Morrison Technical High
Montego Bay06-2010
Skills
- Product knowledge
- Service knowledge
- Operations knowledge
- Proficient in Excel
- Proficient in Outlook
- Proficient in PowerPoint
- Proficient in Microsoft Word
- Problem assessment
- Problem analysis
- Organizational skills
- Verbal communication
- Written communication
- Team leadership
- Quality assurance
- Call center experience
- Staff coaching and training
- Professionalism
- Interpersonal communication
- Active listening
- Customer service management
- Performance management
Timeline
Customer Experience Supervisor
Conduent Jamaica
07.2022 - 05.2026
Care Specialist
VistaPrint
08.2018 - 07.2022
Team Manager
Collective Solution, Jamaica
09.2017 - 08.2018
Customer Service Representative
Collective Solution
03.2017 - 08.2017
Supervisor
Conduent Jamaica
08.2016 - 02.2017
Customer Service Representative
Conduent
09.2013 - 08.2016
Advance Proficiency Diploma - 6 CAPE Subjects at the Sixth form level
Herbert Morrison Technical High
Herbert Morrison Technical High - 9 General and Technical Proficiency CXC Subjects
Herbert Morrison Technical High