Summary
Overview
Work History
Education
Skills
Certification
References
Email
Subjects
Timeline
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Joey Cotterell

Bluefields,Westmoreland

Summary

Currently my work objective is to gain experience within the Business Process Outsourcing Sector (BPO) along with becoming more competent so as to maintain composure through accessing information provided by employers to satisfy all customers of the company and to Grow and gain knowledge in a productive work environment.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Security Guard

Mckay Security
06.2024 - Current
  • Monitored premises to prevent unauthorized access and ensure safety of personnel and property.
  • Conducted regular patrols to identify and address potential security risks or hazards.
  • Responded swiftly to incidents, coordinating with law enforcement when necessary for resolution.
  • Maintained detailed logs of daily activities, incidents, and observations for reporting purposes.
  • Maintained a safe environment for staff and visitors through proactive surveillance and communication.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.

Technical Support Representative

ITel
01.2022 - 01.2023
  • Altice- Optimum
  • Resolved technical issues for customers via phone, email, and chat support.
  • Collaborated with engineering teams to escalate complex problems for resolution.
  • Documented troubleshooting procedures and knowledge base articles for team reference.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Customer Service Representative

Conduent (Delta Airlines)
01.2017 - 01.2019
  • Delta Airlines (Campaign)
  • Resolved customer inquiries through phone, email, and chat platforms, enhancing overall satisfaction.
  • Streamlined issue resolution processes, reducing response time for customer complaints.
  • Trained new team members on company policies and customer service protocols.
  • Mentored junior representatives on best practices in customer engagement strategies.
  • 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.
  • Responded to customer requests for products, services, and company information.

Field Agent (Agricultural Sector)

The Bluefields People’s Community Association
01.2015 - 01.2017
  • Conducted community outreach initiatives to strengthen relationships and promote local programs.
  • Coordinated events and activities, ensuring alignment with community needs and organizational goals.
  • Assisted in the development and implementation of strategic plans to enhance service delivery.
  • Facilitated workshops to educate community members on resources and support services available.

Book Clerk

National Youths Service
01.2014 - 01.2014
  • Organized and maintained accurate inventory records for books and materials.
  • Processed incoming and outgoing shipments efficiently to ensure timely availability of resources.
  • Assisted in cataloging new acquisitions using library management systems effectively.
  • Provided support in training new staff on operational procedures and inventory management techniques.

Education

High School Diploma -

Maud McLoud High School
Westmoreland, Jamaica
01.2013

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New Hope Primary
01.2008

Skills

  • Verbal and written communication
  • Workplace safety
  • Work ethic
  • Punctuality
  • English fluency
  • Document preparation
  • Exceptional Customer service
  • Emphatic
  • Excellent listening skills
  • Time efficient
  • Great Problem solving
  • Self motivated

Certification

  • High School Leaving Certificate
  • Customer Care Level (2) Certification

References

  • Joselyn, Stephens, JP, (876) 563-7322, (876) 463-7322
  • Dave, Simpson, Police Constable, (876) 448-8857

Email

COTTERELL.JOEY@GMAIL.COM

Subjects

  • Principles of Business
  • Principles of Accounts
  • Office Administration
  • Social Studies
  • English Language
  • Science
  • Electronic Document Preparation and Management (EDPM)

Timeline

Security Guard

Mckay Security
06.2024 - Current

Technical Support Representative

ITel
01.2022 - 01.2023

Customer Service Representative

Conduent (Delta Airlines)
01.2017 - 01.2019

Field Agent (Agricultural Sector)

The Bluefields People’s Community Association
01.2015 - 01.2017

Book Clerk

National Youths Service
01.2014 - 01.2014

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New Hope Primary

High School Diploma -

Maud McLoud High School

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Joey Cotterell