SHELLY ANN Linton-Reid
customer service representative
Kingston,HANOVER
Summary
Proven Collections Agent and Customer Service Representative with a track record of optimizing processes and enhancing customer satisfaction at TELEPERFORMANCE BPO. Skilled in debt negotiation and customer service, consistently achieving goals through analytical skills and a focus on resolving billing issues and improving repayment strategies.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certificate
1
1
Language
Work History
Collections Agent
TELEPERFORMANCE BPO
Montego Bay, Saint James
08.2023 - 09.2023
- Documented each customer interaction in servicing system
- Identified, investigated and resolved overpayments and duplicated payments
- Provided accurate responses to customers' servicing questions and concerns
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
Customer Service Representative
ITEL BPO INTERNATIONAL
Montego Bay , Saint James
05.2022 - 07.2023
- Contributed to team effort by meeting performance goals and assisting colleagues when needed
- Processed orders, prepared correspondences, and completed required documentation
- Offered personalized recommendations based on customer preferences or past purchase history
- Assisted customers in navigating company website or application during support interactions
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Improved resolution time with effective problem-solving for customer complaints.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Team Lead
Housekeeping
NEGRIL , Westmoreland
02.2025 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Assisted in recruitment to build team of top performers.
- Conducted regular reviews of operations and identified areas for improvement.
Education
High School Diploma -
HANOVER EDUCATION INSTITUTE
LUCEA, PO 07.2007 - 09.2007
Some College (No Degree) - CUSTOMER SERVICE AND SUPERVISOR
SANDALS COPPERATE UNIVERSITY
NEGRIL, WESTMORELAND 02.2025 - 02.2025
Skills
Accomplishments
- Find solutions for every customer needs.
- Initiative listener.
Certification
TEAM LEADER
Timeline
Team Lead
Housekeeping
02.2025 - Current
Some College (No Degree) - CUSTOMER SERVICE AND SUPERVISOR
SANDALS COPPERATE UNIVERSITY
02.2025 - 02.2025
TEAM LEADER
02-2025
Collections Agent
TELEPERFORMANCE BPO
08.2023 - 09.2023
Customer Service Representative
ITEL BPO INTERNATIONAL
05.2022 - 07.2023
High School Diploma -
HANOVER EDUCATION INSTITUTE
07.2007 - 09.2007
Languages
English
Cover Letter
Dear Hiring Manager, I am writing to express my interest in the customer service representative position in your company, as a customer service agent. with a proven track record of delivering strategic insights and driving business growth through customer service. I am excited about the opportunity to contribute to your team's success. In my current role as a customer service representative at ITEL BPO. I have successfully led cross-functional team's in identifying customer's needs, analyzing process, and implementing solutions that optimize operational efficiency and drive excellence customer service. I am adept at good technical skills requirements into actionable insights, leveraging my strong analytical skills and proficiency in customer service. One of my recent accomplishments includes find solutions for every customer needs and be a initiative listener. as a customer service representative by collaborating closely with overdue balances and credit cards payments techniques, I was able to identify all outstanding payments for all late charges and implement customer solutions that streamlined workflows and enhance overall performance. I am particularly drawn to your organization due to its reputation for innovation and commitment to excellence. I am eager to bring my expertise in customer service process optimization, to your organization and contribute to the continued success of your projects and initiatives. I am confident that my combination of technical skills of customer service passion for driving continuous improvement aligns well with the requirements of the customer service role at your company. I am excited about the opportunity to further discuss how my experience and qualifications can benefit your team. Thank you for considering my application. I look forward to the possibility of discussing my candidacy with you further. Sincerely, MRS. Shelly-Ann Linton-Reid.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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