Shadae McDougall
Kingston
Summary
Committed to delivering exceptional customer service through effective communication and problem-solving. Achieved a 100% customer satisfaction rating by resolving issues promptly and coaching new hires to meet performance goals, fostering a collaborative team environment.
Overview
10
10
years of professional experience
Work History
Customer Service Consultant
Sutherland Global Services
Red Hills
02.2023 - Current
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Resolved complaints promptly by identifying issues and providing appropriate solutions.
- Assisted customers with inquiries using various support channels including phone and email.
- Collaborated with team members to enhance customer experience and streamline processes.
- Greeted customers and answered inquiries promptly and professionally.
- Assisted customers in navigating the website for online orders or account management needs.
- Documented customer interactions accurately in the CRM system for future reference.
New Hire Specialist
Sutherland Global Services
New Kingston
07.2022 - 01.2023
- Assisted new hires with product knowledge and support during calls.
- Worked with trainers and onboarding supervisors to help new hires meet KPIs and transition into production.
- Coached new hire agents on improvement opportunities while encouraging their strengths.
- Provided daily updates on the performance of agents being supervised and supported.
Acting Subject Matter Expert & Soft Sales Representative
Sutherland Global Services
New Kingston
04.2022 - 06.2022
- Assisted agents with frequently asked customer questions.
- Provided product knowledge updates by sending informational emails to the floor.
- Worked with Real-Time Analysts (RTA) and the support team to help decrease AUX violations.
- Assisted Team Managers with audits and coaching.
- Promoted sales opportunities while handling customer calls.
Consultant
Sutherland Global Services
New Kingston
08.2017 - 04.2022
- Assisted customers with troubleshooting, billing, and payments for internet, cable, and phone services through chat and voice support.
- Upsold products and services to customers when appropriate.
- Consistently achieved exceptional customer satisfaction results and met monthly KPI goals.
Customer Care Representative
Alorica
Portmore, St. Andrew Parish
01.2016 - 08.2017
- Achieved a customer satisfaction rating of 100% within three months, exceeding the corporate target.
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and professional manner.
- Strengthened customer loyalty through follow-up calls with customers reporting product issues.
- Accommodated unusual customer requests by making reasonable procedural exceptions.
- Established strong relationships with call center departments through clear communication.
Education
High School Diploma -
Vauxhall High School
49 Windward Road, Kingston 2, JamaicaDenham Primary School -
Denham Primary School
105 North Street, Kingston 14, JamaicaSt. Annie’s Infant School -
St. Annie’s Infant School
KingstonSkills
- Customer relationship management
- Inbound call management
- Sales upselling
- Customer retention
- Effective communication
- Verbal and written communication
- Active listening
- Problem solving
- Conflict resolution
- Analytical thinking
- Time management
- Computer proficiency
- Team player
- Empathy building
Timeline
Customer Service Consultant
Sutherland Global Services
02.2023 - Current
New Hire Specialist
Sutherland Global Services
07.2022 - 01.2023
Acting Subject Matter Expert & Soft Sales Representative
Sutherland Global Services
04.2022 - 06.2022
Consultant
Sutherland Global Services
08.2017 - 04.2022
Customer Care Representative
Alorica
01.2016 - 08.2017
High School Diploma -
Vauxhall High School
Denham Primary School -
Denham Primary School
St. Annie’s Infant School -
St. Annie’s Infant School