ANASTASSIA RAMATAR-MURRAY
East Orange,USA
Summary
Dedicated customer service professional with over 10 years of experience in customer relations, sales, and problem resolution. Proven ability to exceed performance targets, foster client loyalty, and enhance user experiences in high-pressure environments. Skilled in handling escalations, managing call center operations, and providing remote support. Seeking to leverage expertise in a dynamic organization to drive customer satisfaction and contribute to business growth.
Overview
12
12
years of professional experience
Work History
Remote Customer Service Representative
Conduent
Newark, USA
04.2021 - Current
- Consistently exceeded performance metrics, earning recognition as a top team performer
- Handled escalated calls and resolved disputes with empathy and professionalism, increasing customer satisfaction by 20%
- Assisted customers with website navigation and online order placement, improving user experience and reducing cart abandonment rates
- Managed replacements for damaged or missing products, maintaining accuracy and timeliness in resolutions
- Enhanced loyalty by promptly addressing customer complaints, leading to repeat business
Chat Customer Service Representative Microsoft
Concentrix
Kingston, Jamaica
08.2018 - 01.2020
- Use the troubleshooting knowledge and tools required to fix customer issue
- Provide step by step guidance and assistance to these customers to achieve their goals using Microsoft 365 subscriptions and workloads.
- Provide technical support to customers via phone, email, or chat, and resolve technical issues related to Microsoft 365 products and services.
- Identify and troubleshoot connectivity problems, application errors, and security concerns related to Microsoft 365.
- Educate customers on the use of Microsoft 365 products and services, and provide guidance on best practices for improving productivity and collaboration.
- Help customers to evaluate the potential benefits of a permanent subscription by providing personalized recommendations based on their business needs and use cases.
- Advise customers on the different subscription plans and features available, and help them to choose the plan that best meets their needs and budget.
- Guide customers through the process of upgrading from a trial subscription to a permanent subscription, including providing step-by-step instructions and troubleshooting any technical issues that may arise.
- Keep up-to-date with the latest updates and enhancements to Microsoft 365, and communicate these changes to customers as appropriate.
- Document technical issues and solutions in a knowledge base for future reference
- Collaborate with other technical support engineers and cross-functional teams to resolve complex technical issues.
Medical Receptionist
University Hospital Of The West Indies
Kingston, Jamaica
08.2016 - 07.2018
- Greeting Patients: Welcome patients and visitors in a friendly and professional manner.
- Appointment Management: Schedule, reschedule, and confirm patient appointments.
- Patient Check-In/Check-Out: Collect patient information, verify insurance details, and process payments.
- Phone and Communication: Answer incoming calls, address inquiries, and direct calls to the appropriate departments.
- Record Management: Maintain and update patient records in the medical database system.
- Billing Support: Assist with billing inquiries, process co-pays, and provide receipts
- Verified insurance coverage for appointments and collected co-payments as required.
Engagement Specialist
STARTEK
Kingston, Jamaica
09.2012 - 07.2016
- Managed international phone sales, consistently meeting and exceeding monthly targets
- Delivered exceptional support by providing product details and managing order inquiries
- Maintained comprehensive records of customer interactions for improved follow-up and issue tracking
Education
Associate Degree - Business Studies
Portmore Community College
Kingston, Jamaica01.2016
Diploma - Business
Garvey Maceo High School
Clarendon, Jamaica01.2006
Skills
- Customer Service & Relationship Building
- Conflict Resolution & Complaint Handling
- Call Center Operations
- Data Entry & Payment Processing
- Technical Support & Website Navigation Assistance
- Critical Thinking & Active Listening
- Typing Accuracy & Documentation
Websites
References
Available upon request.
Timeline
Remote Customer Service Representative
Conduent
04.2021 - Current
Chat Customer Service Representative Microsoft
Concentrix
08.2018 - 01.2020
Medical Receptionist
University Hospital Of The West Indies
08.2016 - 07.2018
Engagement Specialist
STARTEK
09.2012 - 07.2016
Associate Degree - Business Studies
Portmore Community College
Diploma - Business
Garvey Maceo High School