MAKADA MITCHELL
Kingston,01
Summary
Spanish Town, St. Catherine,
Jamaica Spanish Town
Skills
Exceptional Customer Service
Sales & Retention Strategies
Effective Communication
Team Collaboration
Product Knowledge
Time management
Active Listening
Problem-Solving
Professional Summary
Results-driven Customer Success Advisor with over 11 years of experience in
customer service, sales, data entry, and appointment setting. Proven track record
of enhancing customer satisfaction, driving sales growth, and efficiently managing
high-volume interactions. Seeking to leverage my expertise in a collaborative
environment that values exceptional service and proactive support.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Sutherland Global
11.2021 - Current
- Provide top-tier customer support, efficiently resolving inquiries and technical issues to ensure high levels of customer satisfaction
- Maintain a customer retention rate of over 90% through proactive engagement and personalized solutions
- Utilize Zendesk and Freshdesk to track customer interactions and improve service delivery
- Collaborate with team members to implement best practices that enhance overall customer experience
- Train new staff on customer service protocols, fostering a culture of excellence within the team.
Claims Specialist / Customer ServiceRepresentative
01.2020 - 01.2021
- Dr’s Billing and Collection Service
- Processed insurance claims with a focus on accuracy and compliance, reducing error rates by 20%
- Addressed customer billing concerns with empathy, providing resolutions that enhanced customer trust
- Collaborated with healthcare providers to resolve discrepancies and improve overall service delivery
- Implemented a streamlined claims processing workflow, improving resolution times and customer satisfaction
- Developed training materials for new hires, ensuring consistency in service quality.
Customer Sales Representative
Global Services Call Center
01.2018 - 01.2019
- Managed inbound sales and service calls, consistently achieving performance targets and contributing to team goals
- Assisted customers with product inquiries and order placements, enhancing brand loyalty through exceptional service
- Developed and implemented sales strategies that increased upsell opportunities by 15%
- Conducted follow-up calls to ensure customer satisfaction, resulting in positive feedback and repeat business
- Recognized for outstanding performance and awarded “Employee of the
- Month” for exceeding sales targets.
Administrative Assistant
Jamaica National Work Agency
01.2012 - 01.2012
- Handled phone inquiries and document filing, ensuring smooth office operations and efficient workflow
- Organized and maintained databases, facilitating easy retrieval of information for management
- Assisted in the coordination of team meetings and events, enhancing team collaboration
- Recognized for outstanding organizational skills and attention to detail in office management.
Education
High School Diploma - undefined
Norman Manley High School
2013
Skills
- Exceptional Customer Service
- Sales & Retention Strategies
- Effective Communication
- Team Collaboration
- Product Knowledge
- Time management
- Active Listening
- Problem-Solving
Timeline
Customer Service Representative
Sutherland Global
11.2021 - Current
Claims Specialist / Customer ServiceRepresentative
01.2020 - 01.2021
Customer Sales Representative
Global Services Call Center
01.2018 - 01.2019
Administrative Assistant
Jamaica National Work Agency
01.2012 - 01.2012
High School Diploma - undefined
Norman Manley High School
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