Lacey Shay
St Catherine,Jamaica
Summary
Dynamic customer care professional with proven expertise at Itel B.P.O, excelling in relationship management and problem-solving. Adept at utilizing CRM software to enhance customer satisfaction and drive sales. Recognized for transforming inquiries into sales opportunities while maintaining exceptional service standards. Committed to fostering strong customer connections and delivering results.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
Itel B.P.O
Kingston, St Andrew
07.2021 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Collected deposits or payments and arranged for billing.
- Strengthened customer retention by offering discount options.
Customer Care Representative
Fusion B.P.O
Kingston, St Andrew
02.2019 - 03.2019
- Utilized problem-solving skills to identify root cause of customer issues.
- Ensured that each call was handled in accordance with company standards.
- Built strong relationships with customers by providing exceptional service.
- Convert each contact into sales.
- Log sales into CRM system.
Sales & Customer care agent
DTP Communication
Kingston, St Andrew
08.2018 - 09.2018
- Developed key customer relationships to increase sales.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Maintained accurate records of all sales and prospecting activities.
Sales professional/Customer care representative
Fimi Wireless Digicel
Kingston, Jamaica
10.2015 - 12.2015
- Provide quality customer service.
- Manage customer’s relationship.
- Use telecommunication technology in receiving and making calls.
- Apply point of sale handling procedures.
Education
Certificate - Customer Service Representative Level 2
HEART/NSTA Trust Garmex Academy
St. Andrew, JA10.2014
High School Diploma -
Ascot High School
St. Catherine, JA06.2012
Skills
- Customer service and support
- Problem solving
- CRM proficiency
- Administrative assistance
- Telecommunication expertise
- Relationship management
- Sales techniques
Extracurricular Activities
Track/Field Athlete Enjoy: Reading, Socializing and Acting
References
Available upon request
Timeline
Customer Care Representative
Itel B.P.O
07.2021 - Current
Customer Care Representative
Fusion B.P.O
02.2019 - 03.2019
Sales & Customer care agent
DTP Communication
08.2018 - 09.2018
Sales professional/Customer care representative
Fimi Wireless Digicel
10.2015 - 12.2015
Certificate - Customer Service Representative Level 2
HEART/NSTA Trust Garmex Academy
High School Diploma -
Ascot High School