Gabriella P. Stanbury
Spanish Town ,Jamaica
Summary
Self-driven and determined individual dedicated to success in all aspects of life. Takes pride in completing tasks diligently and accurately. Highly social with a talent for building connections with customers and colleagues. Committed to providing exceptional work etiquette and attitude to support operational growth. Demonstrates efficiency and integrity in all tasks, striving to reach full potential. Aims to expand knowledge and skill set for future success.
Overview
5
5
years of professional experience
Work History
Customer Service Chat Representative
Transparent BPO
01.2025 - 04.2025
- Maintained detailed records of customer interactions for reference in future support scenarios.
- Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings regularly.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Worked closely with other departments as needed, ensuring proper collaboration for successful issue resolution.
- Developed rapport with customers by actively listening to their concerns and empathizing with their situations.
Assistant Engagement Organizer
Transparent BPO
10.2024 - 04.2025
- As an engagement organizer at Transparent BPO for my LOB. I organize and plan events to drive performance and team engagement in our production space.
- These include but not limited to, birthday clubs, team outings and activities as well as other team building activities.
Customer Service/ Success Agent and Tech Support
Transparent BPO
08.2024 - 04.2025
- As a customer success agent, I handled calls with various customer types.
- Completed reorders and issue refunds.
- Also assisted customers with basic troubleshooting steps for the website.
Customer Service Team Leader- Interim
Transparent BPO
10.2024 - 01.2025
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
Sales Agent/ Reservations Specialist, Subject Matter Expert
Transparent BPO
08.2023 - 07.2024
- As a subject matter expert (SME), I supervised and supported agents in training.
- I also transferred skills and product knowledge through coaching and development as a reservations specialist.
- As an Agent, I offered assistance in booking hotel reservations for customers and provide excellent white glove service and customer assistance.
Data Entry Agent
Transparent BPO
12.2023 - 01.2024
- Maintained a high level of productivity with accurate typing skills and attention to detail.
- Managed multiple tasks simultaneously without compromising on quality or accuracy of work produced.
Customer Attendant
Woolworth New Kingston
12.2022 - 01.2023
- Provided customers with assistance regarding products, I also assisted in the pricing and counting of inventory.
- Assisted customers with various inquiries, resulting in increased loyalty and repeat business.
- Delivered exceptional support to customers during peak hours, ensuring smooth operations and minimal wait times.
Receptionist, Cashier
Bamboo Klipperz
10.2021 - 11.2021
- Cashed customers and processed payments for service or goods received.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Answered and directed incoming calls to relevant staff members.
- Managed scheduling process to maintain efficient customer interactions.
Filing Clerk, Customer Attendant (Community Serv.)
Sampars Cash and Carry
11.2019 - 11.2019
- Organized files in alphabetical order and in the order they were billed and processed.
- Manual Data Entry.
- Provided excellent customer service to guests by promptly responding to inquiries and requests.
Education
City And Guilds - Registered Phlebotomy
Distinction College
Spanish Town11.2024
CSEC - Biology, Chemistry, Physics
Excelsior Community College
Kingston01.2023
CSEC - English, Social Studies, Family and Resource Management, Mathematics, English Literature, Chemistry, French
Holy Childhood High School
St. Andrew01.2021
Skills
- Supervise and Provide Support
- Coaching and Development
- Microsoft Office
- Active listening
- Data Entry
- Excellent communication skills
- Engagement and Social Media
Timeline
Customer Service Chat Representative
Transparent BPO
01.2025 - 04.2025
Assistant Engagement Organizer
Transparent BPO
10.2024 - 04.2025
Customer Service Team Leader- Interim
Transparent BPO
10.2024 - 01.2025
Customer Service/ Success Agent and Tech Support
Transparent BPO
08.2024 - 04.2025
Data Entry Agent
Transparent BPO
12.2023 - 01.2024
Sales Agent/ Reservations Specialist, Subject Matter Expert
Transparent BPO
08.2023 - 07.2024
Customer Attendant
Woolworth New Kingston
12.2022 - 01.2023
Receptionist, Cashier
Bamboo Klipperz
10.2021 - 11.2021
Filing Clerk, Customer Attendant (Community Serv.)
Sampars Cash and Carry
11.2019 - 11.2019
CSEC - Biology, Chemistry, Physics
Excelsior Community College
CSEC - English, Social Studies, Family and Resource Management, Mathematics, English Literature, Chemistry, French
Holy Childhood High School
City And Guilds - Registered Phlebotomy
Distinction College
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