Shamoy Brown
Kingston,Jamaica
Summary
Dynamic leader and problem-solver with a proven track record at Itel International, enhancing customer satisfaction and team efficiency. Skilled in critical thinking and communication, I excel in fast-paced environments, achieving service level agreements and driving performance improvements. My adaptability and leadership have consistently elevated operational outcomes.
Overview
5
5
years of professional experience
Work History
Virtualized Customer Service Rep. (onsite)
Optimum Altice Jamaica
08.2024 - Current
- Obtains client information by answering telephone calls, interviewing clients, verifying information
- Maintaining solid customer satisfaction and handling questions and concerns with speed and professionalism
- Independently resolving customer complaints and resolving customer issues promptly
- Maintain and improves quality results by adhering to standards and guidelines
Operations Supervisor (remote & Onsite)
Itel International
11.2019 - 02.2024
- Supervise a team of customer service representatives to achieve service level agreements, quality, and productivity targets
- Monitor and evaluate call quality, providing feedback and coaching to representatives to improve performance
- Identify and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction
- Analyze and report on key performance indicators such as call volume, abandon rate, and customer satisfaction
Education
Bachelor of Science - Human Resources Management
Univeristy of Technology
Jamaica11-2027
Skills
- Communication and conflict resolution
- Building customer relations and loyalty
- Critical thinking
- Problem-solving ability
- Adaptability
- Time management
Accomplishments
- Customer Service Week 2023 - Most Outstanding Supervisor
- Customer Service Week 2022 - Most Outstanding Supervisor
References
References available upon request.
Timeline
Virtualized Customer Service Rep. (onsite)
Optimum Altice Jamaica
08.2024 - Current
Operations Supervisor (remote & Onsite)
Itel International
11.2019 - 02.2024
Bachelor of Science - Human Resources Management
Univeristy of Technology
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