Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Tineal Brown

Tineal Brown

Portmore, Jamaica

Summary

Driven by audacious ambition and a relentless desire for success, I approach life with a proactive spirit. Rooted in humility and fueled by perseverance, I have developed resilience to face challenges head-on. My adventurous nature has led me to explore diverse landscapes and connect with fascinating individuals, each interaction leaving me with invaluable life lessons. My professional journey as an experienced customer service advisor has honed my interpersonal skills and paved the way for my growth as a leader and trainer. I have a proven track record of delivering comprehensive training, monitoring performance, and upskilling new hires in product knowledge. Through active daily check-ins and diverse training methodologies, I contribute to the professional development of others. My communication style emphasizes active listening, insightful questioning, and creative demonstrations to enhance clarity and understanding of goals and objectives. As an effective communicator, I value teamwork and foster positive relationships by being receptive to feedback and acknowledging areas for improvement. I am committed to continuous career advancement and eagerly seek new challenges that promote professional growth. With an unwavering optimistic outlook, I believe there's always something new to learn, and I embrace every opportunity to expand my knowledge and skills.

Overview

12
12
years of professional experience

Work History

Account Manager Admin

MPower Solar
10.2024 - 12.2024


  • Identify upselling opportunities
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Consulted with businesses to supply accurate product and service information.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Ensure client retention
  • Collaborate with other departments to meet client objectives

Advisor, Trainer

Concentrix
01.2020 - 01.2024
  • Offered products and services
  • Create educational material, Identify skill gaps to support performance improvements, facilitate new hire
  • Created and oversaw training programs for operations.
  • Used design training for employees and increase company retention and productivity rates 90%.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Maintained 90% throughput etc.
  • Facilitated virtual, in-person and blended learning sessions.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

Account Associate

VXI Jamaica Ltd
04.2018 - 01.2020
  • Product and services sales, offering products to customers to encourage purchase
  • Recognized with Voice of the Customer (VOC) award for consistency in customer surveys
  • Answered customer emails, chats and telephone calls to respond to questions, provide details, and resolve concerns.
  • Deployed meticulous organization skills by assisting in coordination of client deliverables.
  • Set up, updated and closed customer accounts in computer system.
  • Exceeding Target of VOC, AHT Transfers and (sales targets when necessary) 80% and above.

Subject Matter Expert, Team Lead & Sales Coach

Fusion BPO Services
01.2017 - 01.2018
  • Exceeding Target of VOC, AHT Transfers and Sales targets (when necessary) 80% and above.
  • Coaching sales experts to improve and meet daily, weekly and quarterly targets.
  • Responded to and resolved issues escalated by agents
  • Maintained database systems to track and analyze operational data.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Managed recruitment, training and development for highly effective sales team.
  • Assessed training program effectiveness on regular basis and improved upon deficient areas.

Consultant & Operations Specialist

Sutherland Global Services
01.2013 - 01.2016
  • Exceeding Target of VOC, AHT Transfers and Sales targets (when necessary) 80% and above.
  • Liaised with customers, management, and agents better understand customer needs and recommend appropriate solutions.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Responded to and resolved issues escalated by agents
  • Audited agents and provided feedback in improving call quality.

Education

Customer Service (Office Admin) Level I &II -

HEART/NSTA Trust

High School - English Language, Home Economics and Management, Human and Social Biology

Excelsior High School
01.2011

Skills

  • Excellent customer service skills
  • Excellent written, verbal & communication skills
  • Microsoft Office Applications (PPT, Word, Excel)
  • Good promotional skills
  • Flexible and adaptable
  • Ability to persuade and negotiate
  • Excellent at multi-tasking
  • Account development
  • Employee mentoring
  • Goal setting
  • Team Training
  • Report writing

Languages

English

References

Ready upon request.

Timeline

Account Manager Admin

MPower Solar
10.2024 - 12.2024

Advisor, Trainer

Concentrix
01.2020 - 01.2024

Account Associate

VXI Jamaica Ltd
04.2018 - 01.2020

Subject Matter Expert, Team Lead & Sales Coach

Fusion BPO Services
01.2017 - 01.2018

Consultant & Operations Specialist

Sutherland Global Services
01.2013 - 01.2016

High School - English Language, Home Economics and Management, Human and Social Biology

Excelsior High School

Customer Service (Office Admin) Level I &II -

HEART/NSTA Trust
Tineal Brown