Sherice Peters
Portmore,Saint Catherine
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
11
11
years of professional experience
Work History
Customer Experience Agent
Canopy Insurance
10.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
HEALTH PROMOTION AGENT
NATIONAL HEALTH FUND
05.2021 - 10.2022
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Informed clients of policies and procedures.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
CUSTOMER SERVICE REPRESENTATIVE
DIGICEL JAMAICA
08.2018 - 04.2021
- Maintaining Systems database by logging calls and queries received
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- 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.
CUSTOMER SERVICE AGENT
JAMAICA AGENT SERVICES LIMITED
08.2014 - 05.2018
- Determine requirements by working with customers
- Answer inquiries by clarifying desired information, researching, locating, and providing information
- Sell additional services by recognizing opportunities to up-sell accounts, explaining new features
- Maintain call center database by entering information
- Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Education
CAPE - Communication Studies, Environmental Studies
Portmore Community College
CSEC/CXC - English Language, Biology, Chemistry, Physics, History, Home Management, Information Technology, Food & Nutrition
Holy Childhood High School
KingstonBachelor of Science - Dietetics and Nutrition
University of Technology
Kingston04-2026
Skills
- Professional telephone demeanor
- Good listening skills
- Account management
- Complaint resolution
- Recordkeeping strengths
- Creative problem solving
- Conflict management
- Call control
Timeline
Customer Experience Agent
Canopy Insurance
10.2022 - Current
HEALTH PROMOTION AGENT
NATIONAL HEALTH FUND
05.2021 - 10.2022
CUSTOMER SERVICE REPRESENTATIVE
DIGICEL JAMAICA
08.2018 - 04.2021
CUSTOMER SERVICE AGENT
JAMAICA AGENT SERVICES LIMITED
08.2014 - 05.2018
CAPE - Communication Studies, Environmental Studies
Portmore Community College
CSEC/CXC - English Language, Biology, Chemistry, Physics, History, Home Management, Information Technology, Food & Nutrition
Holy Childhood High School
Bachelor of Science - Dietetics and Nutrition
University of Technology
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