Tarsha Gray
Spanish Town,St. Catherine
Summary
Customer service professional experienced with inbound and outbound customer service and health Insurance. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 7 years background maintaining customer satisfaction and contributing to company success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer service
Sagility Health Insurance Limit.
07.2022 - Current
- Communicating with doctors and pharmacist, helping patients with care options.
- Followed document protocols to safeguard confidentiality of patient records.
- Reviewed applications and screened patients to determine eligibility for medical and disability assistance.
- Verified patient insurance eligibility and entered patient information into system.
customer service agent
IBEX-Amazon account
09.2017 - 05.2022
- Maintaining 100% customers satisfaction.
- Implementing problem shooting to support the needs of the customer.
- To also assist with placing order, replacement and refunds.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Create replacements and refunds.
- Addressed customer account discrepancies and concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
CHAT AGENT
IBEX GLOBAL, AMAZON
03.2020 - 06.2020
- To assist customer with orders through chat
- Resolve unknown charges, password reset issues, doing replacements and refunds for the customers.
- Managed computer-based platform with multiple applications to maintain effective communication with customers.
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
floor support
IBEX GLOBAL, Amazon
01.2020 - 03.2020
- To assist agents on the floor with any issues associated to their calls, so that the customer's concern gets resolved.
ABAY SUPPORT
IBEX GLOBAL-Amazon
11.2019 - 01.2020
- To assist new hired agents with taking their calls, checking if their emails are correct before sending them off to the customers and to take their supervisor calls.
Education
Associate of Arts - Sociology
University of The West Indies
St. Andrew Jamaica06.2025
High School Diploma -
Merl Grove High School
St. Andrew Jamica06.2008
Skills
- Confidential Records Management
- Behavior Identification
- Report Preparation and Analysis
- Assessing Performance
- Time management
- Creative Thinking
- trouble-shooting
- team player
- active listening skills and customer friendly
- Leadership development
- customer service skills
- health insurance skills
Certification
- Best agent, Ibex Global-Amazon- 2019
- Best quality score of 100%, Ibex Global- 2019
- Top performer- Sagility Health Insurance- 2022
Timeline
Customer service
Sagility Health Insurance Limit.
07.2022 - Current
CHAT AGENT
IBEX GLOBAL, AMAZON
03.2020 - 06.2020
floor support
IBEX GLOBAL, Amazon
01.2020 - 03.2020
ABAY SUPPORT
IBEX GLOBAL-Amazon
11.2019 - 01.2020
customer service agent
IBEX-Amazon account
09.2017 - 05.2022
Associate of Arts - Sociology
University of The West Indies
High School Diploma -
Merl Grove High School
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