Tamra Wright
Kingston,01
Summary
A resourceful and self-motivated individual with a special talent for providing excellent customer service. Effective communication and interpersonal skills. Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue, and building productive relationships with both staff and customers. Customer-centered and friendly professional with extensive background maintaining customer satisfaction and contributing to company success goals.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Odette Walters
Kingston, Kingston
06.2015 - Current
- Resolved escalated customer complaints in a timely manner.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Identified trends in customer issues and provided recommendations for resolution.
- Managed incoming calls from customers while providing exceptional service.
- Assisted in developing strategies to improve the overall customer experience.
- Responded promptly to inquiries from customers about products or services.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Conducted customer service training for new hires.
- Ensured compliance with applicable laws and regulations related to customer service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Delivered expert technical support to customers and resolved broad array of issues.
Opthalmic Assistant
Premier Optical
Kingston, Kingston
12.2021 - 02.2022
- Troubleshot technical issues related to ophthalmic equipment.
- Coordinated with other healthcare professionals to ensure optimal patient care.
- Conducted pre-operative assessments by obtaining informed consent from patients.
- Scheduled appointments for patients and verified insurance eligibility when necessary.
- Maintained accurate records of patient visits using electronic health record software systems.
- Provided assistance in preparing specimens for laboratory analysis.
- Provided patient education on ocular health maintenance and the use of eyeglasses and contact lenses.
- Communicated effectively with co-workers regarding patient care plans and follow up instructions.
- Performed diagnostic tests such as visual acuity, tonometry, refraction and fundus photography.
Customer Service Representative
Itel Bpo Smart Solutions International
Kingston, Kingston
10.2020 - 11.2021
- Developed strong relationships with customers by providing personalized assistance and support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries via phone, email, and chat.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided accurate information about products and services to customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Shipping and Delivery Support (Amazon Campaign) Customer Service Representative
Ibex Global
Kingston, Kingston
08.2019 - 08.2020
- Mentored junior team members and managed employee relationships.
- Collected deposits or payments and arranged for billing.
- Updated system with order specifics and customer details, preferences, and billing information.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong customer relationships to encourage repeat business.
Customer Service/Sales Representative
Adhesive Brands
Kingston, Kingston
05.2017 - 06.2018
- Developed strategies for improving the customer experience.
- Processed orders, forms, applications, and requests.
- Suggested additional products or services that may benefit the customer's needs.
- Answered incoming customer calls regarding product questions, sales inquiries, and complaints.
- Built sustainable relationships with customers through open communication.
- Maintained records of customer interactions and transactions.
- Created detailed reports of daily sales activities for management review.
- Provided accurate information about products and services.
- Provided feedback from customers to management regarding service failures or customer concerns.
- Performed follow-up calls to confirm customer satisfaction with product or service received.
- Adhered to company policies when dealing with customers.
- Educated customers on product features and technical details to highlight benefits.
- Entered, updated and maintained comprehensive and up-to-date customer information in CRM database.
Education
Bachelor’s Degree - Double Major in Foreign Language Education
Shortwood Teachers' College
77 Shortwood Road, Kingston 806-2019
CXC - Human and Social Biology, Social Studies, Electronic Document and Preparation Management, French, Spanish, English Language, English Literature, Mathematics, Textiles Clothing and Fashion
Merl Grove High School
Skills
- Microsoft Word
- PowerPoint
- Microsoft Excel
- Product knowledge
- Conflict resolution
- Effective communication
- Team collaboration
- Problem solving
- De-escalation techniques
- Escalation management
- Email management
- Complaint resolution
- Database maintenance
- Policy adherence
- Data entry
- Negotiation skills
- Organizational skills
Hobbies and Interests
- Reading
- Photography
- Singing
- Dancing
- Acting
Extracurricular Activities
Second Vice President, 4H Club, Public Relations Officer, and Treasurer, Creative Beauty and Vision Club, Training in Public Speaking, Group Leader, and Secretary, Junior Optimist Octagon International Club
Timeline
Opthalmic Assistant
Premier Optical
12.2021 - 02.2022
Customer Service Representative
Itel Bpo Smart Solutions International
10.2020 - 11.2021
Shipping and Delivery Support (Amazon Campaign) Customer Service Representative
Ibex Global
08.2019 - 08.2020
Customer Service/Sales Representative
Adhesive Brands
05.2017 - 06.2018
Senior Customer Service Representative
Odette Walters
06.2015 - Current
Bachelor’s Degree - Double Major in Foreign Language Education
Shortwood Teachers' College
CXC - Human and Social Biology, Social Studies, Electronic Document and Preparation Management, French, Spanish, English Language, English Literature, Mathematics, Textiles Clothing and Fashion
Merl Grove High School