Shantara Martin
Kingston 20
Summary
I hereby apply for the position of a Housekeeper within your organization or for any position that you deem me best suited for based on my qualifications and work experiences.
Ability to work independently or in a team Excellent Relations Skills and Customer Service 6 CXC subjects Including English Language
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sagility
08.2021 - 10.2024
- Company Overview: Insurance
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed approximately 30 incoming calls, emails per day from customers
Secretary, School’s Personnel Unit Typing Pool
Ministry of Education, Youth and Information
12.2019 - 05.2021
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Maintained electronic filing systems and categorized documents.
- Entered data into system and updated customer contacts with information to keep records current.
- Enhanced meeting efficiency by preparing agendas and minutes, ensuring all participants were well-informed.
Sales Representative
Sutherland Global Services
10.2018 - 04.2019
- Company Overview: AT&T
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Increased sales revenue by identifying and targeting high-potential accounts.
Customer Service/Sales Representative
Fusion BPO Services
07.2017 - 01.2018
- Company Overview: AT&T
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Customer Service Representative
Ibex Global Jamaica
03.2016 - 09.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sales Representative
Interglobal Technology Solutions
01.2016 - 03.2016
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
Accounts Department Pension Book Maker and Filing
Ministry of Labour and Social Security
07.2015 - 08.2015
- Expanded the store''s online presence, using social media channels to promote events, new releases, and special offers.
- Streamlined inventory management through meticulous record-keeping and organization of stock.
- Managed daily operational tasks such as cash handling, opening/closing procedures, staff scheduling, and addressing any issues that arose during business hours promptly and effectively.
Education
CXC: Caribbean Examinations Council - Jamaica -
South East College
P.O. Box 1016. St Elizabeth. Jamaica. 12.2015
CXC: Caribbean Examinations Council - Jamaica -
Holy Childhood High School
9, Skibo, Kingston 10, Saint Andrew06.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Filing
- Clerical support
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
References
- Hahneef Thomas, 876-805-1798, hahneefoffice@gmail.com
- Keylashal Whittle, 876-284-7989, Keylashal_whittle@ymail.com
Certification
- Secretarial Qualifying Examinations (Management Institute for National Development).
Timeline
Customer Service Representative
Sagility
08.2021 - 10.2024
Secretary, School’s Personnel Unit Typing Pool
Ministry of Education, Youth and Information
12.2019 - 05.2021
Sales Representative
Sutherland Global Services
10.2018 - 04.2019
Customer Service/Sales Representative
Fusion BPO Services
07.2017 - 01.2018
Customer Service Representative
Ibex Global Jamaica
03.2016 - 09.2016
Sales Representative
Interglobal Technology Solutions
01.2016 - 03.2016
Accounts Department Pension Book Maker and Filing
Ministry of Labour and Social Security
07.2015 - 08.2015
CXC: Caribbean Examinations Council - Jamaica -
South East College
CXC: Caribbean Examinations Council - Jamaica -
Holy Childhood High School
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