Shellyann Dawkins
Aurora
Summary
Results-driven professional with extensive experience in customer service, technical support, and sales integration, supported by a background in small business ownership and management. Equipped with a strong foundation in both corporate and entrepreneurial settings, offering a unique blend of skills. Committed to ensuring customer satisfaction through exceptional service and effective support. Proficient in applying best practices and exploring innovative solutions to address customer needs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support/Sales Representative (Chat)
Sutherland Global Ltd
05.2021 - 05.2022
- Handled a high volume of technical support tickets, an average of 50 to 60 per day, consistently meeting performance targets.
- Provided accurate solutions to customer inquiries, effectively resolving complaints and technical issues promptly.
- Integrated sales techniques into technical support interactions, identifying and promoting additional products or services.
- Achieved sales goals while maintaining a customer satisfaction and adhering to service standards
- Resolved customer issues at the first point of contact, minimizing the need for further escalation and enhancing overall efficiency.
Customer Service Representative on Hertz Acct
VXI Jamaica Ltd
04.2019 - 03.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered exceptional customer service by managing an average of 40 to 50 rental transactions daily, ensuring compliance with company policies and procedures.
- Processed rental transactions efficiently, providing advice on rental options, insurance, and additional benefits, enhancing add-on sales.
- Addressed and resolved customer inquiries and issues related to billing, services, and products, maintaining a strong resolution rate and high customer satisfaction.
- Worked with team members to minimize wait times, improving efficiency and reducing customer wait times significantly.
- Applied approved sales techniques to identify and fulfill customer needs, successfully increasing upsell opportunities..
- Managed high-stress situations with professionalism, resolving disputes promptly and reducing escalations.
Customer Service Representative
Ibex Global
12.2017 - 02.2019
- Handled an average of 20 to 30 customer inquiries per day with professionalism and efficiency, ensuring timely and effective responses.
- Addresses and resolved customer complaints with empathy, resulting in increased loyalty and repeat business all while maintaining high customer satisfaction and reducing complaint escalation.
- Provided effective solutions to customer issues, resulting in achieving a strong resolution rate at the first point of contact.
- Delivered clear and insightful assistance, enhancing the overall customer experience and contributing to positive feedback ratings.
- Accurately documented customer interactions and resolutions, improving reporting accuracy and record-keeping.
Education
Business Studies
Distinction College
Spanish Town Jamaica06.2017
High School Diploma -
Queens High School For Girls
Kingston Jamaica06.2001
Skills
- Exceptional Customer Service
- Excellent written and verbal communication skills
- Time Management & Organization
- Technical Proficiency
- Computer Skills
- Collaboration & Teamwork
- Empathy & Compassion
- Analytical & Critical Thinking
Proficiency in Software Tools
- Zendesk
- Teams
- Salesforce
- Avaya
- Slack
- Microsoft
Certification
- Customer engagement consultant (level 2) Gomex institute of technology - 05/01/17
- Business Studies- Distinction College- 09/01/17
- Graphic Design- Internet Income Jamaica- 03/01/19
- E-Com Accelerator- Boniface Ogunti- 03/01/19
- Social Media Management-Boss Lifestyle Inc - 11/01/20
- The success Prerequisite- Ronne Brown - 08/01/20
- Growing A Successful Freelance Business- 01/01/22
- Start Your Own Coaching Business- Alison Courses - 02/01/22
- Remote Professional - Salas Staffing - 05/01/22
- Social Media Marketing - Hubspot - 06/01/23
- Foundations of Digital Marketing & E-commerce -Coursera - 07/01/23
Accomplishments
- Most discipline student - Queens High School
Additional Information
Wealth Bydesign llc, Aurora, Colorado, Founder & Digital Product Specialist 03/01/23 -Present
- Create Business Strategy: Develop and implement comprehensive business strategies to empower women entrepreneurs to launch their online clothing boutique or build digital product business.
- Develop & Implement Marketing Plans: Design and execute new marketing and sales plans to promote Done-For-You (DFY) digital products and courses.
- Review Customer Feedback: Regularly assess and analyze customer feedback to refine products and improve customer satisfaction.
Improve Customer Retention: Create and implement strategies to boost customer retention and loyalty through valuable digital resources and personalized support.
- Customer Service: Provide exceptional customer service, addressing inquiries and offering support to ensure a positive client experience.
- Overall Management: Oversee the development and management of digital products, including ebooks, workbooks, planners, and templates, to support clients in achieving financial freedom and entrepreneurial success.
Ann Nuevo Collections, Kingston, Jamaica, Owner: Women Online Fashion Ecommerce Store, 12/01/19, 07/01/22
- Sell women clothing & Accessories
- Create Business Strategy
- Develop, define & implement new marketing & sales plan
- Review constantly the customer feedback
- Create ways to improve customer retention
- Customer Service
- Overall Management
Timeline
Technical Support/Sales Representative (Chat)
Sutherland Global Ltd
05.2021 - 05.2022
Customer Service Representative on Hertz Acct
VXI Jamaica Ltd
04.2019 - 03.2021
Customer Service Representative
Ibex Global
12.2017 - 02.2019
- Customer engagement consultant (level 2) Gomex institute of technology - 05/01/17
- Business Studies- Distinction College- 09/01/17
- Graphic Design- Internet Income Jamaica- 03/01/19
- E-Com Accelerator- Boniface Ogunti- 03/01/19
- Social Media Management-Boss Lifestyle Inc - 11/01/20
- The success Prerequisite- Ronne Brown - 08/01/20
- Growing A Successful Freelance Business- 01/01/22
- Start Your Own Coaching Business- Alison Courses - 02/01/22
- Remote Professional - Salas Staffing - 05/01/22
- Social Media Marketing - Hubspot - 06/01/23
- Foundations of Digital Marketing & E-commerce -Coursera - 07/01/23
Business Studies
Distinction College
High School Diploma -
Queens High School For Girls
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