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
New Kingston, Jamaica
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
Kingston, Jamaica
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
Portmore, Jamaica
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
Business Studies
Distinction College
High School Diploma -
Queens High School For Girls