Kareen Davis
Sales Manager/ Customer Support Representative
St Ann's Bay
Summary
Professional Sales and Customer Support Expert with 5+ years of experience and proven track record of driving results and enhancing customer satisfaction. Adept at developing and implementing strategies to boost sales and streamline support processes. Strong focus on team collaboration, adaptability, and fostering results-driven environment. Expertise in CRM systems, negotiation, conflict resolution, and customer relationship management.
Overview
23
23
years of professional experience
2003
2003
years of post-secondary education
Work History
Customer Service Rep
Advantage Communications (FLOW)
01.2021 - 03.2025
- Delivered exceptional technical support Remotely for over 5,000 customer inquiries monthly, achieving a 95% satisfaction rate through effective problem-solving and communication skills while reducing average response time by 30%.
- Diagnosed and resolved over 1,500 landline and internet service issues per month, achieving a 95% customer satisfaction rating through effective troubleshooting techniques and personalized support.
- Managed inbound and outbound call operations for 13 Caribbean countries for Cable & Wireless Communications/Flow, achieving a response time reduction of 35%, resulting in an increase in customer satisfaction scores from 78% to 92% over six months.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Skilled in upselling within service industries by promoting premium service options and additional offerings to enhance customer experience and increase revenue.
Chief Operating Officer
Phoenix Health Complex
01.2018 - 12.2020
- Spearheaded the optimization of daily optical dispensing operations, leading to a 35% reduction in processing time and enhancing customer satisfaction scores by 20%, ultimately serving over 500 clients per week.
- Streamlined maintenance protocols for OCT and VF machines, achieving a 20% decrease in downtime, resulting in an increase of overall equipment effectiveness (OEE) to 90%.
- Coordinated surgical procedures alongside leading Ophthalmologists, enhancing procedural efficiency by 30% and contributing to an increase in patient throughput from 100 to 130 cases per month.
- Optimized resource allocation through data-driven scheduling techniques, reducing patient wait times by an average of 20 minutes and increasing appointment availability by 25% during peak hours.
- Streamlined daily telecommunication protocols with over 1,000 patients, enhancing engagement and satisfaction rates by 35%, leading to a marked increase in appointment adherence from 70% to 90%.
- Streamlined daily operational workflows by implementing a centralized task management system, resulting in a 40% reduction in administrative bottlenecks and increased team productivity across 15 departments.
Sales Manager
Stevens Computer Solutions
01.2011 - 11.2016
- Analyzed market trends and customer feedback for over 500 accounts to identify key growth opportunities, enabling the development of tailored sales strategies that generated an additional $500K in annual profits.
- Spearheaded a comprehensive sales training program that elevated team performance, leading to a 30% increase in quarterly sales figures, translating to an additional $1.2M in revenue over six months.
- Increased quarterly sales by 40% through the implementation of targeted marketing campaigns, resulting in total revenue growth of $1.2M over six months.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
Manager Sales
Digital World
01.2006 - 12.2010
- Orchestrated targeted training programs for a team of 25 sales representatives, enhancing product knowledge and improving close rates by 30%, leading to a boost in client acquisition from 200 to over 260 new accounts annually.
- Analyzed market trends and competitor performance, identifying key opportunities that drove market share growth by 15%, ultimately increasing overall customer retention rates to 85%.
- Executed data-driven sales strategies that enhanced customer engagement by 40%, resulting in a 20% boost in overall conversion rates across diverse product lines.
Nurse
Annotto Bay Hospital
01.2002 - 03.2002
- Delivered comprehensive patient care for a caseload of over 40 patients daily, achieving a 95% satisfaction rate as measured by post-discharge surveys and contributing to a 20% reduction in readmission rates within three months.
- Coordinated interdisciplinary team meetings to streamline care processes, resulting in a 30% decrease in medication errors and improving treatment efficacy across the department by implementing evidence-based protocols.
- Trained and mentored new nursing staff through hands-on workshops, leading to an increase in team competency scores by 40% within six months and enhancing overall patient outcomes reflected in improved quality metrics.
Education
Certificated - Food & Beverage Service
College of Hospitality & Vocational Skills
Ocho Rios, St AnnDiploma - Practical Nursing
Doncaster School of Practical Nursing & Child Care
School levers certificate - undefined
Carron Hall Vocational
Carron Hall, St. MarySkills
- Technical Support
- Troubleshooting techniques
- Data analysis
- Data entry
- Appointment scheduling
- CRM software (Salesforce, Cerillion Plus)
- Microsoft Office Suite
- Service upselling
- Stock management
Interests
Socializing
Reading
References
Available Upon Request
Timeline
Customer Service Rep
Advantage Communications (FLOW)
01.2021 - 03.2025
Chief Operating Officer
Phoenix Health Complex
01.2018 - 12.2020
Sales Manager
Stevens Computer Solutions
01.2011 - 11.2016
Manager Sales
Digital World
01.2006 - 12.2010
Nurse
Annotto Bay Hospital
01.2002 - 03.2002
Diploma - Practical Nursing
Doncaster School of Practical Nursing & Child Care
School levers certificate - undefined
Carron Hall Vocational
Certificated - Food & Beverage Service
College of Hospitality & Vocational Skills
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