Nana-sheika Pryce
Old Harbour
Summary
Detail-oriented and results-driven Customer Service Representative with a strong track record of resolving complex issues and managing high-volume inquiries. Expertise in leveraging advanced communication, time management, and organizational skills to deliver exceptional customer service. Proficient in utilizing CRM systems to enhance customer satisfaction and strengthen client relationships, contributing to overall team efficiency and success. Committed to fostering positive interactions that drive loyalty and support business objectives.
Overview
14
14
years of professional experience
Work History
Talent Acquisition Associate
08.2024 - 07.2025
- Reviewed and audited candidate files and hiring documentation (ORC) to ensure compliance with internal policies and external regulatory standards.
- Identified and logged discrepancies, proactively following up to resolve issues and maintain data integrity.
- Maintained and updated class tracker logs and monitor candidate progression through hiring stages. Prepare and issued official employment-related documents, including offer letters and bank letters, ensuring accurate and timely delivery.
- Collaborated with hiring managers and HR managers to align recruitment strategies with workforce planning goals and business growth targets. Generated and distributed daily recruitment reports and selection summaries to department leads. Provide warm outbound calls and follow-up emails to prospective candidates
Camp Manager and Concierge
Paws Up Resort (Intern USA)
09.2022 - 09.2023
- Interacting with camp guests and handling guest complaints
- Performing basic administrative, secretarial, and reception duties
- Updating SQL with daily camp report
- Developed and implemented menu plans
- Coordinated inventory control and supply purchasing to support daily operations.
- Conducted daily customer interactions
- Fostering strong client relationship
Sales Consultant
IBEX Global Jamaica Limited
11.2020 - 08.2022
- Meeting weekly sales targets while contributing to team performance goals and earning top-tier recognition.
- Offered technical support and guidance on site structure, navigation, and basic SEO optimization.
- Provided technical support and troubleshooting for domain setup, email configuration, SSL certificates, and product integrations, ensuring smooth implementation and customer satisfaction.
- Created customized service and product quotations based on client requirements, resulting in a 30% increase in opportunities for improvements.
- Maintained detailed records of customer interactions and transactions in CRM software, ensuring accuracy and enabling effective follow-up.
- Promoted additional GoDaddy products, including Microsoft 365, website security tools, and eCommerce solutions, based on client growth goals.
- Maintained a professional and solution-oriented approach under pressure in a high-volume call environment, averaging over 60 calls per day.
Customer Service Representative
Sutherland Global Kingston Jamaica
01.2018 - 09.2020
- Managed customer inquiries, complaints, and order issues across phone, email, and in-person channels, ensuring timely and professional resolution. Oversaw accurate billing and invoicing processes, significantly reducing errors and financial discrepancies.
- Collected and analyzed customer feedback to identify trends and implement service improvements, contributing to smoother operations and higher customer loyalty.
- Trainer and supervised support staff, fostering a team environment focused on quality service and efficiency.
- Maintained employee attendance records and ensured accurate timekeeping for payroll processing.
- Coordinated bi-weekly payroll submissions, verifying hours worked, overtime, and leave to ensure timely and error-free payments
Customer Service Representative
Easy as ABC Marketing
01.2012 - 07.2017
- Handled high volumes of inbound and outbound calls daily, delivering exceptional support to customers by addressing inquiries, resolving issues and ensuring service satisfaction
- Maintained positive relationships with new and returning customers, resulting in repeat business and improved customer retention metrics.
- Accurately documented all customer interactions, feedback, and service resolutions in CRM systems, supporting transparency and continuous service improvement.
- Assisted clients with account management, billing inquiries, product troubleshooting, and technical support.
- Generated and submitted weekly performance reports, tracking call metrics, resolution rates, and customer satisfaction scores to support team goals and identify areas for growth.
- Demonstrated excellent problem-solving and organizational skills, handling complex issues with professionalism and efficiency.
- Maintained detailed knowledge of products and services to provide accurate, up-to-date information, contributing to an informed and smooth customer experience.
Education
Bachelor of Science - Hospitality and Tourism Management
Old Harbour, St. Catherine Parish01.2022
Associate of Science - Hospitality and Tourism Management
Portmore Community College
Portmore, St. Catherine Parish01.2019
CSEC - undefined
Portmore Community College
Portmore, St. Catherine Parish01.2016
Customer Service level II - Customer Service
HEART/NSTA TRUST NVQJ, (GARMEX ACADEMY)
Kingston, Kingston Parish01.2010
No Degree - Human Resources Management
VTDI
Kingston, Jamaica12-2025
Skills
- Conflict Resolution & De-escalation
- Interpersonal Skills
- Customer engagement
- Auditing
- High-Volume Call/Email Handling
- Empathetic & Communication Skills
- Invoicing & Billing Accuracy
- Microsoft Office Suite (Word, Excel, Outlook)
- Detail-Oriented & Organized
- Time Management
- Problem Solving
- Team Collaboration
- Candidate sourcing
- Recruitment marketing
Timeline
Talent Acquisition Associate
08.2024 - 07.2025
Camp Manager and Concierge
Paws Up Resort (Intern USA)
09.2022 - 09.2023
Sales Consultant
IBEX Global Jamaica Limited
11.2020 - 08.2022
Customer Service Representative
Sutherland Global Kingston Jamaica
01.2018 - 09.2020
Customer Service Representative
Easy as ABC Marketing
01.2012 - 07.2017
Associate of Science - Hospitality and Tourism Management
Portmore Community College
CSEC - undefined
Portmore Community College
Bachelor of Science - Hospitality and Tourism Management
Customer Service level II - Customer Service
HEART/NSTA TRUST NVQJ, (GARMEX ACADEMY)
No Degree - Human Resources Management
VTDI