Summary
Overview
Work History
Education
Skills
Websites
Languages
Affiliations
References
Timeline
Hi, I’m

Kenice Morgan

Support Analysis
Spanish Town,St. Catherine
Kenice Morgan

Summary

Dynamic Technical Support Analyst with expertise in email troubleshooting and CRM software, including Zendesk and Salesforce. Proven track record of enhancing user satisfaction through effective problem resolution and empathetic communication at Placer.ai. Skilled in data analysis and ticketing systems, consistently achieving high customer satisfaction rates.

Overview

9
years of professional experience

Work History

Placer.ai
, United States of America

Technical Support Analyst
08.2024 - Current

Job overview

  • Assist users in resolving email-related technical issues such as login errors, email delivery problems, or spam filtering.
  • Troubleshoot account-related problems, including account lockouts, password resets, or permission issues.
  • Create, modify, and deactivate user accounts following company protocols.
  • Ensure accurate configuration of email accounts
  • Address permissions, quotas, and email distribution list configurations.
  • Document tickets and resolutions accurately in the ticketing system.
  • Provide regular updates to users and teams on issue progress and resolution.
  • Had expert knowledge of various CRMs, such as Zendesk, Salesforce, Salesforce Lightning, and HubSpot, etc.

Care Solace
, United States of America

Screener
08.2022 - 08.2024

Job overview

  • Delivered empathetic, compassionate and person-centered care to all patients.
  • Complied with data security and confidentiality policies to safeguard customer information.
  • Took ownership over customer concerns, following issues through to resolution.
  • Delivered accurate organizational information about products, services and procedures.
  • Handled caller needs for sales, service and account problems.
  • Understood client needs and advised on relevant products, services or opportunities.
  • Assessed customer needs and escalated calls to specific departments.

The Electoral Office of Jamaica
Kingston, Jamaica

Office Secretary
09.2019 - 11.2020

Job overview

  • Opened, sorted and routed incoming office mail and packages.
  • Coordinated appointments and managed master calendar for executive staff.
  • Organized meetings with prepared materials, catering and remote conferencing or presentation equipment.
  • Answered multi-line phone system, determining next steps to assist staff and customers.

Amazon
, United States of America

Customer Care Advocate
09.2017 - 08.2019

Job overview

  • Managed a large volume of daily calls while maintaining a high customer satisfaction rate.
  • Achieved first-call resolution for the majority of customer contacts using expert knowledge of services and internal systems.
  • Handled multiple responsibilities simultaneously and balanced priorities to maintain high levels of customer satisfaction.
  • Met individual and team KPIs set by management.

Advantage Communications
Kingston, Jamaica

Customer Service Advocate
10.2016 - 06.2017

Job overview

  • Helped customers schedule appointments and connect with specialists, directly advocating with office personnel.
  • Answered inbound calls to handle various concerns, set appointments and close sales.
  • Collaborated with colleagues and co-workers to deliver quality customer experience.
  • Met personal, team and company goals in the customer service environment.
  • Handled customer inquiries, payments and service requests.

Education

Heart Trust NTA
Spanish Town, St. Catherine

Data Operations Level 1
06.2012

University of Technology
Kingston, Jamaica

Bachelor of Arts (B.A.) from Business Management

University Overview

Pending

Skills

  • Information Security
  • Call Management
  • Customer Relations
  • Research
  • Chat Support
  • Email troubleshooting
  • CRM software
  • Technical support
  • Data analysis
  • Ticketing systems
  • Operating systems
  • Troubleshooting and Diagnostics

Languages

English
Native
Native

Affiliations

  • Avid Reader
  • Cinephile

References

References available upon request.

Work Type

Full TimePart TimeContract Work

Work Location

Remote

Timeline

Technical Support Analyst

Placer.ai
08.2024 - Current

Screener

Care Solace
08.2022 - 08.2024

Office Secretary

The Electoral Office of Jamaica
09.2019 - 11.2020

Customer Care Advocate

Amazon
09.2017 - 08.2019

Customer Service Advocate

Advantage Communications
10.2016 - 06.2017

Heart Trust NTA

Data Operations Level 1

University of Technology

Bachelor of Arts (B.A.) from Business Management
Kenice MorganSupport Analysis