SHANAY MATTIS
Portmore,14
Summary
Versatile and performance-driven professional with over 8 years of experience spanning administrative support, sales and marketing, customer service, and team leadership. Recognized for driving measurable results through strategic planning, client engagement, and process optimization. Adept at preparing business documentation, analyzing market trends, and managing CRM systems with precision. Committed to delivering organized, client-focused solutions in dynamic business environments.
Overview
10
10
years of professional experience
Work History
Specialized Sales Representative
Home Choice Enterprise
Portmore, St. Catherine
08.2025 - Current
- Developed relationships with clients to understand their needs and preferences.
- Attended trade shows to network with potential clients and industry professionals.
- Developed strategic partnerships with key stakeholders to enhance business growth.
- Manage stock levels, check products on display, and ensure product cleanliness.
Administrative Asst. Sales & Marketing Rep
Advanced Scale & Equipment Ltd
Kingston
04.2022 - 07.2025
- Prepare reports, invoices, memos, and event documentation using advanced word processing and spreadsheet tools; assist in coordinating meetings, trainings, and promotional events.
- Provide responsive, high-quality support to a diverse customer base by resolving inquiries, troubleshooting issues, and promoting service excellence.
- Liaise with management to deliver insights on client needs, market trends, competitor activity, and opportunities for product or service expansion.
- Develop and execute targeted sales strategies that boost customer engagement and contribute to a 60% increase in revenue growth.
Supervisor
Conduent Jamaica
Kingston
03.2018 - 09.2021
- Led the team to maintain an 85% customer satisfaction rating by implementing coaching strategies, monitoring KPIs, and promoting accountability.
- Supervised a team of 10+ Customer Service Representatives, driving consistent performance and fostering a high-quality service culture.
Quality Analyst
Conduent Jamaica
Kingston
01.2019 - 12.2020
- Promoted from Quality Analyst to Supervisor within six months, recognized for leadership potential, data-driven decision-making, and consistent alignment with operational goals.
- Utilized quality monitoring data systems to compile and analyze performance metrics at both team and individual levels, driving targeted improvements in service delivery.
Customer Service Representative
Conduent Jamaica
Kingston
01.2018 - 12.2019
- Promoted to Quality Analyst within one year after consistently exceeding performance benchmarks and contributing to key organizational goals in customer service.
- Handled an average of 60 customer interactions daily, resolving account-related issues with precision and empathy while sustaining a 92% satisfaction rating.
Customer Service Representative
Ibex Global
St. Catherine
06.2015 - 01.2018
- Applied active listening and empathy to understand client needs, delivering personalized solutions that contributed to a 10% boost in customer satisfaction scores.
- Maintained 100% accuracy in customer records and interaction tracking using Salesforce CRM, supporting seamless service delivery and data integrity.
- Delivered consistent, high-quality support in a fast-paced call center environment, balancing client expectations with operational goals.
- Identified and recommended process improvements that enhanced service efficiency and elevated the overall customer experience.
Education
Bachelor of Science - Accounts & Financial Management
University of the Commonwealth Caribbean
Kingston09.2025
Associate Degree - Business Administration
Portmore Community College
St. Catherine04.2025
Skills
- Client Relations & Service Excellence
- Sales Strategy & Market Insight
- Leadership & Team Supervision
- Quality Assurance & Performance Analysis
- Administrative Support & Documentation
- CRM & Data Management Proficiency
- Microsoft Office Suite Expertise
- Stock control
Timeline
Specialized Sales Representative
Home Choice Enterprise
08.2025 - Current
Administrative Asst. Sales & Marketing Rep
Advanced Scale & Equipment Ltd
04.2022 - 07.2025
Quality Analyst
Conduent Jamaica
01.2019 - 12.2020
Supervisor
Conduent Jamaica
03.2018 - 09.2021
Customer Service Representative
Conduent Jamaica
01.2018 - 12.2019
Customer Service Representative
Ibex Global
06.2015 - 01.2018
Bachelor of Science - Accounts & Financial Management
University of the Commonwealth Caribbean
Associate Degree - Business Administration
Portmore Community College