Sabrina Hemmings
St. James
Summary
Deliver industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in customer support operations and customer behaviors.
Overview
6
6
years of professional experience
Work History
Senior Customer Service Specialist
Credit Glory
Remote (WFH)
10.2022 - 11.2023
- Reduced customer complaints 25% with introduction of new services.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided technical support and troubleshooting assistance to customers.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provide assistance via voice calls, chat and email.
Administrative Support Clerk
Montego Bay Community College
01.2019 - 10.2022
- Trained office professionals on administrative procedures to keep file handling consistent and accurate.
- Contacted customers regarding account updates and potential problems.
- Supported office clerical functions using word processing and other software, email and office machines.
- Maintained thorough records of student records, to meet transparency requirements.
- Answered phone calls, responded to emails and routed incoming mail.
- Reviewed files, records and other documents to obtain information or respond to requests.
Airline Customer Service Agent
Sangster's International Airport
04.2018 - 01.2019
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Resolved customer complaints in a timely manner.
- Provided clients with assistance in preparing required travel documents and forms.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Education
Certificate in Project Management
Montego Bay Community College
Jamaica, Montego Bay, St. James12-2022
Associate of Science - Science And Technology
Spot Valley High 6th Form Program
Jamaica 11-2015
High School Diploma -
Spot Valley High
Jamaica11-2013
Some College (No Degree) - Social Sciences
The University of West Indies
Kingston, Jamaica Skills
- Experience in customer support via voice call, chat and email
- Conflict Management/Escalation Management
- Call Control
- Experience in complaint Resolution
- Proficient in the use of MS Word, Excel, and Power Point
- Good interpersonal and communication skills
- Ability to multitask and flexible in adapting to change
- Ability to work independently, and as a team member
Timeline
Senior Customer Service Specialist
Credit Glory
10.2022 - 11.2023
Administrative Support Clerk
Montego Bay Community College
01.2019 - 10.2022
Airline Customer Service Agent
Sangster's International Airport
04.2018 - 01.2019
Certificate in Project Management
Montego Bay Community College
Associate of Science - Science And Technology
Spot Valley High 6th Form Program
High School Diploma -
Spot Valley High
Some College (No Degree) - Social Sciences
The University of West Indies
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