Tamara Ritchie
St.James
Summary
A Customer Service Specialist with 17+ years of experience delivering exceptional support and resolving customer inquiries in a fast-paced environment. Proven ability to enhance customer satisfaction, increase retention, and improve operational efficiency. Skills in leveraging CRM tools, problem-solving, and cross-functional collaboration to ensure a seamless customer experience. Recognized for empathy, adaptability, and consistently exceeding performance metrics.
Overview
17
17
years of professional experience
Work History
Independent Contractor
Quote Velocity, LLC
11.2024 - Current
- Helping consumers seeking assistance in healthcare
- Consulted with customers to assess needs and propose optimal solutions.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Independent Contractor
Ring and Respect LTD
02.2021 - 06.2024
- Customer Service Representative
- Debt Collection
- Skip Tracing
- Emails to Customers and Clients
- Analyzed user feedback to gather input and identify areas required for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
Debt collector/ Customer Service Representatives
Caribbean HR Solutions
07.2018 - 05.2024
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Skip Tracer
- Clicker
- Transfer Agent
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Collections Agent
Capitol Coastal Connections
02.2016 - 03.2017
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Collections/Customer Services
Teleperformance
01.2009 - 04.2013
- Maintained high customer satisfaction standards to meet or exceed targets.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Delta Airline Representative Agent
Conduent
01.2008 - 12.2008
- Creating and booking reservations for customers overseas
- Retrieving information and passing it on when needed
- Front Desk Service
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
Education
No Degree - Hotel, Motel, And Restaurant Management
Western Hospitality Institute
Montego Bay, Jamaica12.2007
High School Diploma -
Mt. Alvernia High School
Montego Bay, Jamaica07.2006
Primary School Certificate - undefined
Mt. Salem Primary & Junior High
07.2005
Skills
- Quoting and estimating
- Billing control
- Project management
- High-volume call handling
- Detailed record-keeping and follow-up documentation
- Customer feedback analysis to improve services
- Customer escalation prevention through proactive issue resolution
- Strong verbal and written communication skills
- Detailed record-keeping and follow-up documentation
- Sales forecasting and performance tracking
- Effective time management and multitasking
- Revenue generation through targeted sales campaigns
- Handling sensitive customer information with confidentiality
Qualifications - Cxc
CARIBBEAN EXAMINATION COUNCIL (CXC)
- Mathematics Grade 5
- English Language Grade 4
- Social Studies Grade 3
- Office Procedures Grade 3
- Religious Education Grade 3
Personal Information
- Date of Birth: 03/09/87
- Marital Status: Single
Timeline
Independent Contractor
Quote Velocity, LLC
11.2024 - Current
Independent Contractor
Ring and Respect LTD
02.2021 - 06.2024
Debt collector/ Customer Service Representatives
Caribbean HR Solutions
07.2018 - 05.2024
Collections Agent
Capitol Coastal Connections
02.2016 - 03.2017
Collections/Customer Services
Teleperformance
01.2009 - 04.2013
Delta Airline Representative Agent
Conduent
01.2008 - 12.2008
Primary School Certificate - undefined
Mt. Salem Primary & Junior High
No Degree - Hotel, Motel, And Restaurant Management
Western Hospitality Institute
High School Diploma -
Mt. Alvernia High School
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