Sashalee Wilson
Greater Portmore
Summary
Goal-driven and detail-oriented customer service specialist with over 3 years of experience in specializing in customer support and data entry within the governmental sector. I possess strong expertise in handling complex inquiries, providing accurate information, and ensuring timely processing of applications in alignment with policies and procedures. My background in managing databases, customer complaints, and reports equipped me well to excel in high-pressure environments while maintaining exceptional service quality. I am seeking to contribute to a team-focused role that values operational efficiency and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Service Assistant
National Environment and Planning Agency
03.2023 - Current
- Assisted customers with completing applications for licences, permits and subdivisions.
- Provided customers with guidance and relevant information as it relates to licences, permits, planning and subdivision recommendations.
- Responded to customer inquiries via email, phone, and in-person, providing accurate directions to the respected services provided by the Agency.
- Provided pertinent information for the granting of licences, permits, and recommendations, including the turnaround time of applications.
- Logged customer complaints into the system while investigating enquiries and application statuses to ensure timely follow-up and resolution.
Technical Assistant
National Environment and Planning Agency
01.2020 - 01.2022
- Provided administrative and technical support to clients, ensuring all applications for environmental permits and licenses were processed in compliance with regulations.
- Communicated with technical officers to facilitate the smooth processing of client applications, ensuring adherence to environmental policies and guidelines.
- Created and maintained databases for easy tracking and retrieval of client applications, contributing to operational efficiency.
Customer Service Representative
Jamaica Agent Services
01.2016 - 01.2020
- Received over 60+ inbound calls daily while adhering to quality assurance, increasing customer satisfaction between 85% and 95%.
- Achieving sales targets by accomplishing 5-10 sales in alignment with the company’s KPIs.
- Skilled in troubleshooting and possessing strong analytical skills to resolve issues with customer devices, resulting in 95% customer satisfaction.
- Provided quality customer service by resolving customer issues at 75% or above to prevent repeated calls and losses in the company's revenues.
Education
Associate Degree - Human Resource Management
Management Institute For National Development (MIND)
08-2024
Diploma - Administrative Assistant
Stony Hill Heart Trust- NTA
01.2020
8 CXCs - undefined
Ewarton High
01.2012
Skills
- Customer Service Excellence
- Database and Records Management
- Communication Proficiency
- Policies and Procedure Expertise
- Problem Solving and Conflict Resolution
- Technology Proficiency
Timeline
Customer Service Assistant
National Environment and Planning Agency
03.2023 - Current
Technical Assistant
National Environment and Planning Agency
01.2020 - 01.2022
Customer Service Representative
Jamaica Agent Services
01.2016 - 01.2020
Diploma - Administrative Assistant
Stony Hill Heart Trust- NTA
8 CXCs - undefined
Ewarton High
Associate Degree - Human Resource Management
Management Institute For National Development (MIND)
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