SHANAKAY BRYAN
Portmore
Summary
Results-oriented leader possessing first-rate communication, problem analysis and organizational skills. Adaptable professional with over 10 years of experience in customer service and customer relations. Tech-savvy with proficiency in office equipment operations.
Overview
14
14
years of professional experience
Work History
Service Matter Expert (SME)
Hinduja Global Solutions
01.2020 - Current
- Promoted to SME of customer service for displaying outstanding enthusiasm and exceptional product knowledge.
- Assist Agents with daily issues
- Support agents with information regarding products and services offered.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Customer Service Representative
Keais Records Retrieval Service
01.2018 - 12.2019
- Outbound calls
- Retrieving Records for attorneys.
Sales Representative
Infinix Media
01.2016 - 12.2018
- Outbound/Inbounds calls
- Qualifying customers for insurance.
- Generated sales by recommending policies and add-ons.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Developed comprehensive marketing plans to promote insurance products to potential clients.
- Developed sales strategies to increase sales of insurance policies.
Customer Service Representative
Happy Customer
01.2016 - 12.2017
- Outbound/Inbound calls
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Store Supervisor
Cleopatra’s Collection
01.2014 - 12.2016
- Answered product questions and assisted customers in selection and checkout.
- Answered questions about store policies and addressed customer concerns.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Conducted inventory analysis to determine optimal stock levels.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Arranged and organized staff work schedules to guarantee proper coverage for peak business hours.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
Customer Service Representative
SHA- Mart
01.2011 - 12.2012
- Provide information to customers regarding products and service
- Assists with the promotion of products and services
- Receives and responds to all customer service queries in timely manner.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Filing Assistant
Jamaica Library Service
01.2010 - 12.2011
- Maintained physical and computer-based filing systems.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Examined, categorized, and sorted incoming documents.
Clerical Assistant
National Library of Jamaica
01.2011 - 12.2011
- Accpac
- Preparation of payment vouchers, purchase orders & invoices
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
Education
NVQJ Certificate in General Office Administration (Accounting Clerk), Inclusive of Computing (Microsoft Word) -
Stony Hill HEART Academy
01.2011
Certificate in General Accounting (NVQJ) -
Stony Hill Heart Academy
01.2010
High School Diploma -
Holy Childhood High School
06.2010
Skills
- Microsoft
- Peachtree (Accounting software)
- Professional Telephone Demeanor
- Bookkeeping
- Administrative Support
- Negotiation
- Team Management
- Conflict Resolution
- Attention to Detail
References
Available upon request.
Timeline
Service Matter Expert (SME)
Hinduja Global Solutions
01.2020 - Current
Customer Service Representative
Keais Records Retrieval Service
01.2018 - 12.2019
Sales Representative
Infinix Media
01.2016 - 12.2018
Customer Service Representative
Happy Customer
01.2016 - 12.2017
Store Supervisor
Cleopatra’s Collection
01.2014 - 12.2016
Customer Service Representative
SHA- Mart
01.2011 - 12.2012
Clerical Assistant
National Library of Jamaica
01.2011 - 12.2011
Filing Assistant
Jamaica Library Service
01.2010 - 12.2011
NVQJ Certificate in General Office Administration (Accounting Clerk), Inclusive of Computing (Microsoft Word) -
Stony Hill HEART Academy
Certificate in General Accounting (NVQJ) -
Stony Hill Heart Academy
High School Diploma -
Holy Childhood High School
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