Hi, I’m
Kenice Morgan
Support Analysis
Spanish Town,St. Catherine
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 JamaicaKingston, 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 CommunicationsKingston, 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 NTASpanish Town, St. Catherine
Data Operations Level 1
06.2012
University of TechnologyKingston, 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 WorkWork Location
RemoteTimeline
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
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