SalesForce
John Wayne
Montego Bay
Summary
Experienced Care Specialist with a strong track record at VistaPrint, dedicated to enhancing customer experience through active listening and innovative problem-solving. Passionate about exceeding customer expectations to foster loyalty and satisfaction. Skilled in data-driven problem-solving, adept at overcoming technical challenges in data collection, organization, and analysis to generate actionable insights at both individual and organizational levels.
Overview
3
3
years of professional experience
Work History
Care Specialist
VistaPrint
12.2023 - Current
- Managed customer inquiries for all products and services on the company website including basic to intermediate graphic design and drafting.
- Leverage feedback and coaching from superiors to improve quality of service to customers and meet KPIs.
- Support multi-channel customer interactions, including chat, email, and phone.
- Additional responsibilities in the form of data and analytics support at a centre and team level.
Operations Reporting Analyst Intern
VistaPrint
09.2023 - 11.2023
- Analyzing trends in data for operations performance reports.
- Utilizing Looker, Excel, Google sheets and Snowflake for reporting and data visualization.
- Implemented a system of agent performance and tracking that led to an overall 5.2% reduction in Handle time at a Centre level whilst meeting and exceeding customer satisfaction metrics.
- Conducted impact studies which led to data insights that drove stake holder decisions.
Lead Agent
VistaPrint
06.2023 - 09.2023
- Provided additional support to team which helped offsetting supervisor work load.
- Assisted team members with De-escalating Irate customers.
- Provided coaching and feedback to agents.
- Reviewed contacts for quality assurance.
- Assisted with data scrubbing for specialized projects.
- Led initiative to eliminate inconsistencies in agent -customer interactions that resulted in AHT improvement at a team level.
Care Specialist
VistaPrint
05.2022 - 06.2023
- Managed customer inquiries for all products and services on the company website including basic to intermediate graphic design and drafting.
- Leverage feedback and coaching from superiors to improve quality of service to customers and meet KPIs.
- Supported multi-channel customer interactions, including chat, email, and phone.
Customer Experience Associate
Conduent Call Center
12.2021 - 02.2022
- Supported multiple-channels including chat, email, and phone, liaising between customers and Shoppers.
Education
Natural Sciences
Mannings School
Savanna-la-Mar, Jamaica05-2016
Skills
- Active listening skills
- Quality improvement
- Documentation
- Issue troubleshooting
- Root-cause analysis
- Creative solutions
- CRM software
- Algorithm design
- API integration
Software
Zendesk
Google Sheets
Excel
Looker
Snowflake
Timeline
Care Specialist
VistaPrint
12.2023 - Current
Operations Reporting Analyst Intern
VistaPrint
09.2023 - 11.2023
Lead Agent
VistaPrint
06.2023 - 09.2023
Care Specialist
VistaPrint
05.2022 - 06.2023
Customer Experience Associate
Conduent Call Center
12.2021 - 02.2022
Natural Sciences
Mannings School
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