Sakana Hamilton
Montego Bay,Jamaica
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors' new hires and existing staff in call handling best practices to promote accurate and consistent call responses. Proficient in handling confidential documents with proven ability to work independently and as of a team.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Representative
CIBC Caribbean
09.2017 - Current
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Provide detailed, factual and typically non-technical information to customers over the telephone and email.
- Handle highly confidential information and documents with discretion and maintain proper organization.
- Collaborated with other team members to ensure a seamless and efficient banking experience for clients.
- Assisted members in navigating online banking platforms, promoting the use of digital tools for ease of account management.
- Maintained a comprehensive knowledge of banking products and services, enabling effective cross-selling to meet customers'' financial needs.
Directory Assistance Operator
FLOW Jamaica
01.2015 - 09.2017
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Helped callers locate specific businesses, residences or public listings.
- Contributed to the team's success by consistently meeting or exceeding individual performance metrics.
- Ensured accuracy in directory information by staying up to date on changes and updates within the industry.
- Streamlined call handling processes for increased efficiency and reduced wait times.
Customer Service Supervisor / Collections Agent
ACS Xerox Company
01.2010 - 12.2014
- Managed escalated calls.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Worked in call center environment handling manual and automatically dialed outbound/outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Managed past due collection calls and skipped tracing
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Streamlined collections process for increased efficiency with detailed record-keeping and timely follow-ups.
Education
Practical Nursing -
Pre-University College
Montego Bay, Jamaica06.2010
High School Diploma -
William Knibb Memorial High School
Falmouth, Trelawny11.2007
Skills
SOFT SKILLS
- Excellent Customer Service Skills
- Excellent time management Skills
- Exceptional communication and interpersonal skills
- Organized and detailed- oriented with strong work ethic
- Proven ability to learn quickly and adapt to new situations
- Work effectively in fast-paced environments
- Excellent analytical and problem-solving skills
- Flexible
Languages
English
Native or Bilingual
Additional Information
Available upon request
Timeline
Senior Customer Service Representative
CIBC Caribbean
09.2017 - Current
Directory Assistance Operator
FLOW Jamaica
01.2015 - 09.2017
Customer Service Supervisor / Collections Agent
ACS Xerox Company
01.2010 - 12.2014
Practical Nursing -
Pre-University College
High School Diploma -
William Knibb Memorial High School
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