MICHAEL J. WILSON
Kingston,Jamaica
Summary
Performance-driven associate with a proven track record in customer engagement and sales growth. Demonstrated ability to exceed sales targets through strategic planning and execution. Expertise in lead generation, product demonstration, and problem-solving. Detail-oriented professional with extensive experience in customer service and retention, enhancing operational efficiency and satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Retention Sales Specialist
Optimum (Altice USA)
New Kingston
11.2025 - Current
- Meet and exceed retention, save-rate, and sales-conversion targets in a high-volume environment.
- Retained customers by identifying service concerns, offering tailored solutions, and preventing cancellations, contributing to overall customer loyalty.
- Recommended upgrades, bundled services, and promotional offers that increased customer value and reduced churn risk.
- Resolved objections and built trust, improving customer satisfaction through effective communication.
- Examined customer history to enhance retention strategies. and usage patterns to determine the best retention strategy.
- Navigate multiple systems to update accounts, process adjustments, and ensure accurate documentation.
- Flagged recurring issues and service trends to identify opportunities for process improvement and enhance operational efficiency.
Intern
Fontana Pharmacy
Savanna-la-Mar, Jamaica
08.2024 - 09.2024
- Guided customers in selecting items that met their specific needs, enhancing satisfaction.
- Guided customers in locating products, enhancing shopping experience.
- Supported inventory management and floor operations to ensure efficient customer assistance.
- Organized merchandise displays to enhance product visibility and accessibility for customers.
Customer Service Representative
Conduent Inc.
Montego Bay, Jamaica
08.2023 - 02.2024
- Resolved customer issues while maintaining accuracy and service-level expectations.
- Identified call trends and recurring issues affecting workflow.
- Processed adjustments and documented interactions to support performance reporting.
Customer Service Representative
Advanced Call Centre Technologies (ACT)
Montego Bay, Jamaica
01.2022 - 02.2023
- Managed high-volume inbound calls and scheduled appointments, streamlining customer service flow.
- Analyzed call volume and handle-time patterns, uncovering opportunities for efficiency gains.
- Escalated workflow issues and monitored performance metrics, contributing to enhanced operational effectiveness.
Customer Service Agent
Concentrix
Montego Bay, Jamaica
10.2021 - 02.2022
- Verified customer information to ensure data integrity and enhance service quality.
- Updated customer enrollment data across multiple systems to maintain data accuracy and reliability.
- Provided administrative support to enhance reporting accuracy and streamline processes.
Education
Diploma in Customer Service Supervision - Level 3
HEART Eastern TVET Institution
Stony Hill Kingston 1001-2021
Diploma - Fundamentals Of Customer Engagement
Heart Eastern TVET Institute
Kingston09-2019
School Leaving Certificate - Business
Frome Technical High School
Frome PO Westmoreland 01-2019
Skills
- Retention strategies
- Customer engagement
- Product expertise
- Relationship management
- Analytical problem solving
- Attention to detail
- Time efficiency
- Collaborative teamwork
- Effective communication
- Client trust building
- Process improvement
- Empathetic customer service
- Client trust building
- Empathetic customer service
Certification
- HEART TVET Certification
- CSEC: EDPM (3), Office Administration (3), English Language (1)
- City & Guilds: Stage 3 Math & English
Affiliations
Volunteering For TABS
Accomplishments
Voted "Most Helpful"
Timeline
Retention Sales Specialist
Optimum (Altice USA)
11.2025 - Current
Intern
Fontana Pharmacy
08.2024 - 09.2024
Customer Service Representative
Conduent Inc.
08.2023 - 02.2024
Customer Service Representative
Advanced Call Centre Technologies (ACT)
01.2022 - 02.2023
Customer Service Agent
Concentrix
10.2021 - 02.2022
Diploma in Customer Service Supervision - Level 3
HEART Eastern TVET Institution
Diploma - Fundamentals Of Customer Engagement
Heart Eastern TVET Institute
School Leaving Certificate - Business
Frome Technical High School