MIKAYLA SIMPSON
Summary
Skilled Corporate Customer Service Representative with diverse experience in handling high-volume customer inquiries, resolving complex issues, and providing detailed product information. Strengths include exceptional communication skills, problem-solving abilities, and mastery of customer service software tools. Have made significant impact in previous roles by improving customer satisfaction ratings and maintaining long-term client relationships.
Overview
7
7
years of professional experience
Work History
Reservation Specialist
Sutherland Global Services
07.2022 - 02.2023
- Assisted with managing accounts and reservations created by customers of Airbnb.
Customer Service Associate
Sagicor Group
05.2022 - 07.2022
- Responsible for assisting members with Insurance policies, investment and bank accounts
- Also, charged with maintaining accurate records of calls and trends that may be affecting online portals.
Customer Service Advisor / Technical Support Associate
Conduent
05.2019 - 04.2022
- Charged with assisting customers with technical issues and also with account management.
- Responsible for assisting new employees with product knowledge and also enforcing company guidelines (interaction quality, meeting KPIS etc)
Medical Tele-Researcher
Conduent
04.2016 - 05.2017
- Responsible for assisting callers with questionnaire that determines their participation in clinical trials.
Direct Sales Agent
Digicel
02.2016 - 04.2016
- Responsible for introducing Digicel Play products and services to prospective customers.
Customer Care Agent / Technical Support Agent
Digicel
02.2023
- Role requires extensive product knowledge and ability to multitask
- Technical Support is given in the form of troubleshooting
- Agent is also responsible for assisting with account management
- Scope of role also extends to assisting with billing.
Intern
Tax Administration Jamaica
07.2015
- Charged with assisting customers with locating appropriate forms to conduct business
- Also, completed administrative tasks.
Education
Bachelor of Science - Business Administration
EXCELSIOR COMMUNITY COLLEGE
06-2028
HEART TRUST NTA
01.2019
St. Andrew High School for Girls
01.2014
Skills
- Experienced Public Speaker
- Trained in Quality Assurance
- Excellent Verbal and Written command of the English Language
- Strong desire to achieve results and close deals
- Skilled in effectively de-escalating, solving problems and passing on knowledge
- Highly focused and detail oriented
- Customer service experience
- Administrative experience
- Staff Training
Timeline
Customer Care Agent / Technical Support Agent
Digicel
02.2023
Reservation Specialist
Sutherland Global Services
07.2022 - 02.2023
Customer Service Associate
Sagicor Group
05.2022 - 07.2022
Customer Service Advisor / Technical Support Associate
Conduent
05.2019 - 04.2022
Medical Tele-Researcher
Conduent
04.2016 - 05.2017
Direct Sales Agent
Digicel
02.2016 - 04.2016
Intern
Tax Administration Jamaica
07.2015
Bachelor of Science - Business Administration
EXCELSIOR COMMUNITY COLLEGE
HEART TRUST NTA
St. Andrew High School for Girls
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