Shamara Hamilton
Samuels Prospect, Duncans, Trelawny,Jamaica
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Customer Service
Intouch CX
10.2023 - 12.2023
- Handled customer service inquiries in an efficient manner while providing excellent customer service.
- Contributed to a positive customer service experience by providing excellent customer service skills.
- Managed customer service inquiries and complaints.
- Provided customer service regarding billing inquiries.
Quality Analyst
Sutherland Global Services
04.2022 - 09.2023
- Ensuring proper application of and compliance with internal and regulatory standards, guidelines and procedures
- Assisting in the maintenance of service levels by providing phone coverage as needed, including escalated calls
- Assisting in the development or implementation of call quality programs
- Participating on projects and all other duties as assigned
- Participating in the development of call monitoring style and industry best practices
- Monitoring calls and reporting data and trends to the facility management team
Associate - Account Management
Sutherland Global Services
04.2019 - 04.2022
- Provided account information and answered customer inquiries in a timely manner.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Identified potential fraud cases and reported them.
- Explained banking procedures and regulations to customers accurately.
- Informed customers about new products or services available through the bank.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service..
- Collected deposits or payments and arranged for billing.
Travel Associate
Alorica
12.2018 - 03.2019
- Assisted customers with booking flights, hotels and car rentals in accordance with their preferences and budget constraints.
- Researched destination-specific activities to provide recommendations for clients' itineraries.
- Provided customer service support via phone, email, or live chat platforms.
- Created detailed travel plans for clients including transportation, lodging, meals, sightseeing and entertainment options.
- Processed payments for client bookings using secure payment processing systems.
- Advised customers on visa requirements based on destination country regulations.
- Maintained up-to-date knowledge of airline policies and procedures regarding ticketing, baggage allowance and rebooking and cancellation fees.
- Reviewed customer requests to determine appropriate accommodations within budget limitations.
- Monitored changes in exchange rates to advise customers on currency conversion costs.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Utilized promotional materials and discounts to sell trip packages to clients.
- Explained benefits of purchasing travel insurance with clients.
Technical Support
Alorica
10.2017 - 12.2018
- Identifying g hardware and software solutions
- Troubleshooting technical issues
- Diagnosing and repairing faults
- Sales / offering another service product
- Speaking to customers to quickly get to the root of their problem
Crew Member
Popeyes
Kingston Jamaica
08.2016 - 10.2017
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
- Greeted customers upon arrival, provided menus and answered questions regarding menu items.
- Restocked kitchen supplies including food products and utensils.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Informed customers about daily specials in an engaging manner.
- Interacted pleasantly with guests to deliver quality customer service.
Education
Excelsior Community College, Kingston Jamaica - CAPE/CSEC
06.2016
High School Diploma -
Jose Marti High, St. Catherine Jamaica - CSEC
06.2014
Skills
- Computer Skill
- Data Analysis
- Interpersonal Skill
- Organizational Skill
- Adaptability
- Customer Service
Phone Numbers
- (876) 787- 0881
- (876) 569-6214
Hobbies and Interests
Watching television, dancing, playing netball and surfing the internet.
Timeline
Customer Service
Intouch CX
10.2023 - 12.2023
Quality Analyst
Sutherland Global Services
04.2022 - 09.2023
Associate - Account Management
Sutherland Global Services
04.2019 - 04.2022
Travel Associate
Alorica
12.2018 - 03.2019
Technical Support
Alorica
10.2017 - 12.2018
Crew Member
Popeyes
08.2016 - 10.2017
Excelsior Community College, Kingston Jamaica - CAPE/CSEC
High School Diploma -
Jose Marti High, St. Catherine Jamaica - CSEC
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