Summary
Overview
Work History
Education
Skills
References
Timeline
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KIMONIE BAILEY

Old Harbour,St Catherine, Jamaica

Summary

An attentive and organized professional seeking a position within a growth-oriented organization to gain practical experience. To make use of my interpersonal skills to achieve the goals of a company that focuses on customer satisfaction and customer experience. Track record of exceeding expectations while working quickly and safely.

Overview

9
9
years of professional experience

Work History

Brand Advocate

Sagility(Jamaica) LTD
09.2023 - Current
  • Provide courteous and prompt resolution to provider/member inquiries by conducting thorough investigations and fully educating provider/member with the goal of resolution on initial contact.
  • Research and investigate service failures and report to leadership; identify root cause and recommend resolutions for service recovery and retention.
  • Fostered a collaborative working environment among fellow Brand Advocates by sharing best practices and supporting each other''s development.
  • Monitored customer feedback channels and addressed concerns in a timely manner, preserving brand reputation and fostering trust among consumers.

Account Associate

Sutherland Global Services
01.2022 - 01.2023
  • Answered or made calls to clients to learn about and address their needs, complaints, or other issues with products or services
  • Responded efficiently and accurately to callers, explained possible solutions and ensured that clients felt supported and valued
  • Engaged in active listening to callers, confirmed or clarified information and diffused angry clients, as needed
  • Built lasting relationships with clients and other call center team members based on trust and reliability
  • Utilized software, databases, scripts and tools appropriately
  • Understood and strived to meet or exceed call center metrics while providing excellent consistent customer service
  • Took part in training and other learning opportunities to expand knowledge of the company and position
  • Adhered to all company policies and procedures.
  • Reduced client attrition by proactively addressing potential issues and providing exceptional service.

Customer Service Representative

Alorica
01.2018 - 01.2020
  • Promptly responded to customer queries via email and phone
  • Immediately escalated serious complaints or issues that need attention fast to superiors
  • Liaised with colleagues or managers to find the best solutions to customers' issues
  • Identified common problems and escalated them to management, along with possible suggestions for improvement, wherever possible
  • Maintained a polite, helpful and professional manner at all times
  • Obtained and shared customer feedback with colleagues and other departments so that products and services can be improved
  • Processed orders, forms, applications and requests
  • Maintained positive business relationships to ensure future sales.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Pharmacy Assistant

Community Drug Centre Pharmacy
01.2015 - 06.2018
  • Took inventory of all medication and pharmaceutical supplies
  • Processed sales transactions for medications and other pharmaceutical supplies
  • Supported inventory management, ensuring proper stock levels and expiration date monitoring for medication safety.
  • Directed all questions relating to prescriptions, health matters, or medications to the pharmacist
  • Answered all incoming telephone calls in a professional manner
  • Restocked shelves with medications and other pharmaceutical supplies
  • Accurately typed and printed out prescription labels.
  • Contributed to increased sales by offering expert advice on over-the-counter medications and products.

Education

Clarendon College
07.2014

Skills

  • Computer Skills
  • Communication Skills
  • Leadership Skills
  • Organizational Skills
  • People Skills
  • Customer Service Skills
  • Collaboration Skills
  • Brand knowledge
  • Adaptability
  • Goal setting
  • Relationship building
  • Active listening

References

Kasene Cooper, (876) 544-9507, Jamaica Agent Service Ltd

Timeline

Brand Advocate

Sagility(Jamaica) LTD
09.2023 - Current

Account Associate

Sutherland Global Services
01.2022 - 01.2023

Customer Service Representative

Alorica
01.2018 - 01.2020

Pharmacy Assistant

Community Drug Centre Pharmacy
01.2015 - 06.2018

Clarendon College

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KIMONIE BAILEY