Shaneese Jackson
Devon District, Christiana P.O
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Accounts Payable Associate (Back Office)
Sutherland
Ward Ave, Mandeville
04.2023 - 09.2023
- Processed a minimum of 80 reimbursement requests per day for retail purchases, including school supplies and medical/sports equipment, as well as services such as part-time tutoring and speech therapy, to students' scholarship accounts, ensuring accuracy and timely delivery.
- Verified approval for all items listed on a minimum of 90% of receipts/invoices submitted.
- Conducted daily checks to ensure that reimbursement amounts match receipt/invoice totals with 100% accuracy.
- Reported any accounts with negative balances or suspected fraudulent activities to the Team Lead within 24 hours of identification.
Technical Support Specialist/ Back Office Email Consultant
Sutherland
Remote
11.2019 - 04.2023
- Achieved a minimum of 90% call answer rate daily for inbound calls.
- Responded to all new customer emails within 2 hours of receipt.
- Resolved 50-60 technical support inquiries daily, maintaining a high level of customer satisfaction.
- Logged all customer interactions in the Sharptrac tool, ensuring accurate documentation and providing case numbers for future reference, with 100% compliance.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Generated and distributed opening and closing queue reports to the Team Manager daily, ensuring accuracy and completeness.
Customer Service Retail Officer
Spalding Post Office
Clarendon
09.2017 - 02.2019
- Collected a minimum of 200 letters and parcels daily from the mail van.
- Obtained customer signatures for registered, certified, and insured mail for all eligible parcels, ensuring a 100% signature capture rate.
- Generated and submitted multiple monthly parcel and package reports using financial tools, ensuring accuracy and timeliness in reporting.
- Delivered parcels, letters, small packets, and packages to customers, achieving a minimum of 95% accuracy.
- Attended all scheduled personnel meetings and training sessions, actively participating to improve skills and stay updated on new policies and procedures.
Inbound Sales Associate
Sutherland Global Services
Ward Ave, Mandeville
11.2016 - 08.2017
- Answered a minimum of 100 inbound calls daily with a professional greeting and courteous manner.
- Established, developed, and maintained positive business and customer relationships with 100% customer satisfaction.
- Met or exceeded monthly sales targets by achieving agreed-upon sales outcomes within the specified timeframe.
- Efficiently reroute calls to the correct departments, minimizing transfer times and ensuring 100% accuracy in call routing.
- Actively implemented feedback to continuously improve performance and customer service skills, resulting in a 10% increase in customer satisfaction scores within three months.
Education
Northern Caribbean University (NCU)
Southwest TVET Institute
12.2015
High School Diploma -
Manchester High School
06.2013
Skills
- Multitasking
- Invoice Processing
- Problem-solving skills and Technical Troubleshooting
- Teamwork
- Phone and Email communication skills
- Report Writing
- Remote Support
- Innovation and Creativity
- Goal-Oriented
- Data entry skills
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
Awards
Top Service Delivery Representative for the year 2022
Timeline
Accounts Payable Associate (Back Office)
Sutherland
04.2023 - 09.2023
Technical Support Specialist/ Back Office Email Consultant
Sutherland
11.2019 - 04.2023
Customer Service Retail Officer
Spalding Post Office
09.2017 - 02.2019
Inbound Sales Associate
Sutherland Global Services
11.2016 - 08.2017
Northern Caribbean University (NCU)
Southwest TVET Institute
High School Diploma -
Manchester High School