Jovel Farquharson
Montego Bay,Jamaica
Summary
Highly reliable and customer-focused professional with over ten years of experience in high-volume, phone-based customer support environments. Proven expertise in quickly de-escalating complex technical and billing issues, resulting in sustained satisfaction scores above 95%. Dedicated to utilizing active listening and detailed product knowledge to achieve first-call resolution (FCR) and build lasting customer loyalty.
Overview
12
12
years of professional experience
2014
2014
years of post-secondary education
Work history
Outbound Sales Specialist
The Wound Pros
09.2025 - 11.2025
- Proactively identify and research potential clients, primarily Long-Term Care Facilities (LTCs), Skilled Nursing Facilities (SNFs), Home Health Agencies, and Wound Care Clinics, within an assigned territory.
- Initiate high-volume outbound calls, emails, and LinkedIn outreach to secure initial meetings with key decision-makers.
- Qualify leads and successfully book compelling initial presentations/demos for the Outside Sales or Clinical team.
Sales Advisor
Concentrix
Montego Bay, Jamaica
03.2023 - 05.2025
- Increased sales by establishing rapport with customers and identifying their needs.
- Developed long-lasting client relationships by providing exceptional customer service.
- Exceeded sales targets consistently through effective product demonstrations and persuasive communication skills.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
Records Retrieval Specialist/Supervisor
Itel International
Montego Bay, Jamaica
06.2019 - 03.2023
- Improved records retrieval efficiency by implementing advanced organizational systems and protocols.
- Streamlined the retrieval process for enhanced client satisfaction and quicker turnaround times.
- Maintained strict confidentiality with sensitive information, adhering to industry regulations and standards.
- Collaborated with team members to ensure timely completion of projects and optimal workflow management.
- Efficiently entered information into computer systems and databases.
Customer Service Representative/Technical Support Specialist
Conduent
Montego Bay, Jamaica
11.2013 - 05.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Vocational Certificate - Communication Studies, Literature in English, Sociology
Herbert Morrison Technical High School
Montego BayHigh School - English, Mathematics, Biology, Information Technology, Spanish
Mount Alvernia High School
Montego BaySkills
- Cold calling
- Customer relationship management
- Problem solving
- Conflict resolution
- Time management
- Customer service experience
- CRM proficiency
- Sales forecasting
- Zendesk proficiency
- Effective communication
- Active listening
LANGUAGE
English
Advanced (C1)
Timeline
Outbound Sales Specialist
The Wound Pros
09.2025 - 11.2025
Sales Advisor
Concentrix
03.2023 - 05.2025
Records Retrieval Specialist/Supervisor
Itel International
06.2019 - 03.2023
Customer Service Representative/Technical Support Specialist
Conduent
11.2013 - 05.2019
High School - English, Mathematics, Biology, Information Technology, Spanish
Mount Alvernia High School
Vocational Certificate - Communication Studies, Literature in English, Sociology
Herbert Morrison Technical High School