Jo Lee Ann Whyte
1 Beverley Avenue, Edgewater, Portmore,St. Catherine
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Technical Support
Conduent
01.2020 - 06.2025
- Provide technical support over chat for a wide range of devices.
- Mentored new hires, sharing expertise in advanced technical support methodologies.
Brand Advocate, Escalated Call Team, Subject Matter Expert, Quality Analyst
Hindus Global Solutions
01.2015 - 11.2019
- Monitored customer feedback channels and addressed concerns in a timely manner.
- Assisted in team development and bonding by use of team outings and bonding activities.
- Provide weekly feedback on areas of improvements and praise for top performers.
- Mentored junior team members, contributing to their professional growth and development.
- Achieved high levels of client satisfaction by providing expert feedbacks for improvement and personalized solutions.
- Monitor and evaluates customers interactions to ensure quality standards are met.
- Provided compassionate de-escalation and support to unsatisfied customers.
Jamaica Agent Services Limited West
01.2013 - 12.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving technical issues with multiple devices.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Cashier and Store Clerk
Spanish Grain Meat Mart
01.2012 - 12.2013
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Waitress
Escape bar and grill
01.2011 - 12.2011
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Research Interviewer
Marketing Strategic Limited
01.2008 - 12.2010
- Conducted interviews with participants to assess eligibility.
- Followed established guidelines and recommendations from supervisors to complete quality interviews.
- Ensured high-quality data collection by closely adhering to established protocols and guidelines.
- Supported study objectives by tailoring interview questions according to specific research goals and requirements.
- Established rapport with diverse populations, facilitating open communication and yielding valuable insights for research purposes.
File Clerk
JDF Cooperative Credit Union
01.2008 - 01.2008
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
- Examined, categorized, and sorted incoming documents.
- Sorted and classified documents into appropriate filing systems for increased traceability.
Education
Pharmacy Technician Diploma - Pharmacology
Distinction College
Kingston Jamaica01-2023
Pharmacy Technician Certificate -
City And Guilds
Kingston, Jamaica01-2023
Registered Phlebotomy -
Distinction College
Kingston, Jamaica01-2024
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Excelsior High School
01.2009
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Alpha Academy
01.2007
Associate of Arts -
Excelsior High School
Kingston, Jamaica06-2009
Skills
- Call center experience
- Complaint handling
- Team coaching
- Technical support
- Customer service analysis
- Relationship building
- Customer service
- Multitasking Abilities
- Adaptability and flexibility
- Verbal and written communication
- Coaching and mentoring
- Quality assurance
- Work delegation
References
- Howard Solomon, Operation Manager, Conduent , 14-16 Grenada Crescent, Kingston, 876-581-4399
- Nickesha Burke-Morgan, Work Experience Coordinator, Distinction College, 26 Hagley Park Road, Kingston 10, 876-395-2284
- Tashika Shaw, Team Manager, Conduent, 14-16 Grenada Crescent, Kingston, 876- 404-3856
Activities
- Hosting events
- Backyard farming
- Rabbit rearing
- Resin art
- Personal shopper
- Event planner
Timeline
Technical Support
Conduent
01.2020 - 06.2025
Brand Advocate, Escalated Call Team, Subject Matter Expert, Quality Analyst
Hindus Global Solutions
01.2015 - 11.2019
Jamaica Agent Services Limited West
01.2013 - 12.2015
Cashier and Store Clerk
Spanish Grain Meat Mart
01.2012 - 12.2013
Waitress
Escape bar and grill
01.2011 - 12.2011
Research Interviewer
Marketing Strategic Limited
01.2008 - 12.2010
File Clerk
JDF Cooperative Credit Union
01.2008 - 01.2008
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Excelsior High School
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Alpha Academy
Pharmacy Technician Diploma - Pharmacology
Distinction College
Pharmacy Technician Certificate -
City And Guilds
Registered Phlebotomy -
Distinction College
Associate of Arts -
Excelsior High School
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