Okera Edwards
Customer Service Representative
64 Windward Way Kingston
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
2025
2025
years of professional experience
9
9
years of post-secondary education
Work History
Customer Care Agent
GSM & Digicel
7 2024 - Current
- Customer Support and Education: Assisting with inquiries on products, billing, and technical issues, while teaching customers how to use services effectively and promoting additional features
- Product Knowledge and Problem Resolution: Keeping informed about Digicel’s offerings and policies, while identifying and resolving customer issues or escalating them as needed
- Account Management and Record Keeping: Managing customer accounts, including setting up services and cancellations while, documenting interactions for future reference and performance tracking
- Sales Support and Feedback Collection: Occasionally promoting special offers and up-selling services while, gathering customer feedback to enhance services
Outbound Sales Representative
VXI Jamaica Limited
08.2023 - 07.2024
- Objection Handling: Using positive scripting to address customer concerns and highlight company improvements
- Integrity in Sales and Transaction Processing: Selling ethically to enhance productivity and customer value, while handling upfront fees and rewards using secure systems
- Performance Metrics and Client Care Standards: Meeting Key Performance Indicators (KPIs) and adhering to company policies while achieving individual goals related to call quality and resolution
- Product Knowledge: Researching policies to provide accurate information during calls to generate leads
- Sales Tracking and Performance Reporting: Managing work orders and conducting training sessions on sales processes while creating spreadsheets to track team performance and sales achievements
Loan Ambassador
Blue Start Capital (Jamaica) Limited Ready Cash
07.2022 - 10.2022
- Visit prospects and conducting loan interviews
- Book transactions per the company's procedures and ensure compliance with regulations
- Provide daily customer service and generating leads
- Perform admin activities to the loan portfolio (complete daily reports)
- Educate clients on various loan options to navigate the loan process smoothly
Promotional Assistant
Courts Ready Cash
02.2022 - 02.2022
- Assist with marketing campaigns by issuing flyers and record prospective customers and also making in-branch calls to pre-approved loan customers
- Help with advertising efforts by inviting customers around town to participate in the promotion
- Spread awareness about products or services through various promotional channels
Assistant Registration Clerk
RADA
07.2018 - 01.2019
- Providing general customer service which included:
- Granting identification cards to farmers
- Collect tangible information
- Assist in registration and identification photography
- Daily routine record keeping
- Accompany farm visits
- Data entry (uploading and organizing files)
Education
Associate Degree - Agriculture Extension Services Level 4 Training Programme
Ebony Park HEART Academy
03.2022 - 05.2024
Diploma - Agriculture Extension Services Level 3 Training Programme
Ebony Park HEART Academy
05.2021 - 03.2022
Certificate - General Agriculture Level 2 Training Programme
Ebony Park HEART Academy
09.2019 - 03.2021
Certificate - Secondary Examination Certificate (CSEC) Passes in 8 units
St. Elizabeth Technical High School
09.2014 - 06.2019
Skills
Appointment scheduling
Escalation management
Virtual assistance
Email management
Data entry
Issue escalation
References
- Miss Christina Farquharson, Teacher, Mt. Alvernia High School, P.O Box 124, Montego Bay, St. James, (876) 477-9619
- Mr. Kirk Williams, Senior Instructor, Ebony Park HEART Academy, (876) 990-6000
- Mrs. Sharon Pennant- Taylor, Social Worker, Ministry of Labor & Social Security, Santa Cruz, St. Elizabeth, (876) 770-1502
- Ms. Kara Samuels, Branch Collector, National Commercial Bank, Santa Cruz, St. Elizabeth, (876) 855-2610
- Mrs. Melissa Blake-Robinson, Branch Manager, Community & Workers of Jamaica Co-operative Credit Union Ltd, 14 North Street, Black River P.O, St. Elizabeth, (876) 466-1743
Timeline
Outbound Sales Representative
VXI Jamaica Limited
08.2023 - 07.2024
Loan Ambassador
Blue Start Capital (Jamaica) Limited Ready Cash
07.2022 - 10.2022
Associate Degree - Agriculture Extension Services Level 4 Training Programme
Ebony Park HEART Academy
03.2022 - 05.2024
Promotional Assistant
Courts Ready Cash
02.2022 - 02.2022
Diploma - Agriculture Extension Services Level 3 Training Programme
Ebony Park HEART Academy
05.2021 - 03.2022
Certificate - General Agriculture Level 2 Training Programme
Ebony Park HEART Academy
09.2019 - 03.2021
Assistant Registration Clerk
RADA
07.2018 - 01.2019
Certificate - Secondary Examination Certificate (CSEC) Passes in 8 units
St. Elizabeth Technical High School
09.2014 - 06.2019
Customer Care Agent
GSM & Digicel
7 2024 - Current
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