YANIQUE A. GIBBS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Associate
Knoza
08.2022 - 11.2022
- Cut back on complaints 42% by initiating new call script to meet customers' most urgent needs.
- Created and maintained customer loyalty through excellent customer interactions.
- Engaged with customers to provide a positive customer experience, by answering questions and resolving complex customer inquiries.
- Participated in on-going training and development.
- Leveraged excellent communication and public speaking skills to de-escalate issues and provide high-level customer service experiences.
Operations Technician Engineer /Analyst
Jamaica Public Service Limited Company
12.2016 - 08.2022
- Build new and actively improve existing Reliability Reports to help guide the company of its Reliability performances
- Utilizing MS Suite of programs, SharePoint and Tableau the company was able to achieve its Reliability Targets (SAIDI, SAIFI, CAIDI) for years 2017 (3.6% improvement in reliability) ,2019-2021
- (between 2019 to 2021 12.53% improvement in reliability)
- Collaborate with the Geographic Information System (GIS) department to maintain data governance within the Outage Management System (OMS) that aligns with regulatory standard
- Achieving industry standards of 85% precision and 90% accuracy rate.]
- Develop Ad Hoc Reports in Excel for internal customers to turn data into critical information and knowledge that can be used to make sound business decisions
- Successfully design and implement The Company's Reliability Forecasting Model using DigSilent Powerfactory Application
- To predict and model future system reliability outcomes; essentially forming the foundation of the Company's Five (5) Year Plan (2021-2025)
Education
Electrical Engineering
University of Technology
Kingston , JASkills
- Web Development (HTML , CSS , Javascript)
- Zendesk
- Customer Retention
- Customer Satisfaction
- Detail-oriented
- Problem-solving
- Empathetic and Courteous
Timeline
Customer Service Associate
Knoza
08.2022 - 11.2022
Operations Technician Engineer /Analyst
Jamaica Public Service Limited Company
12.2016 - 08.2022
Electrical Engineering
University of Technology
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