Stacy-Ann Bryan
Kingston,Jamaica
Summary
Accomplished customer service professional with over 9 years of comprehensive experience. Demonstrated expertise in training, virtual assistance, and recruitment. Proficient in delivering exceptional service, optimizing technology utilization, and fostering collaborative environments. Renowned for exemplary communication skills and a consistent track record of driving impactful results.
Overview
10
10
years of professional experience
Work History
Virtual Assistant
Teem LLC
10.2022 - Current
- Manage daily administrative tasks, including email management, scheduling meetings, and general research while collaborating with other staff members to ensure a cohesive and collaborative work environment.
- Utilize scheduling software to efficiently book and manage appointments for patients seeking ophthalmic care.
- Verify insurance eligibility and benefits, facilitating seamless billing and reimbursement processes.
- Maintain accurate and up-to-date patient records, including demographic information, medical history, and insurance details.
- Ensure confidentiality and compliance with HIPAA regulations in all aspects of patient data management.
Tier 2 Customer Service Agent
Complete Contract Consulting
01.2021 - 01.2022
- Key responsibilities include communicating with customers via Chat and E-mail; addressing their concerns and providing solutions
- Additional responsibilities fall under handling escalations; creating and proof-reading responses and communicating with customers via e-mail/phone
- Maintaining a 90% success rate in customer satisfaction.
Trainer
IBEX
01.2019 - 01.2021
- Developed constructive working relationships with other Trainers and Team Managers supporting the account by working collaboratively with them as well as the production team to ensure client satisfaction
- Achieved and maintained a low attrition rate of 4% or lower through excellent training and mentorship of sales and customer service recruits
- Monitored and evaluated daily performance of agents and prepared reports with recommendations for managers
- Developed alternative training methods and conducted training interventions where skills gaps were identified among agents, resulting in high improvement rate
- Offered specific training support that helped workers improve job skills and increased customer service score.
Recruiting Specialist
VXI
01.2018 - 01.2019
- Performed searches for qualified job candidates, using sources such as, media advertisements, job fairs, or employee referrals
- Informed job applicants of details such as duties and responsibilities, compensation, benefits and working conditions
- Reviewed employment applications to match applicants with job requirements and interviewed applicants
- Selected qualified job applicants or refer them to managers, making hiring recommendations when appropriate
- Hired employees and processed -related paperwork
- Assisted in the on-boarding process.
Trainer
Sutherland
01.2016 - 01.2018
- Acted as a consultant with clients to ensure an effective Training program was offered to New Hires
- Offered specific training programs to equip new hires with required skills for first-rate customer service delivery
- Presented information using a variety of instructional techniques such as role playing, simulations, team exercises, group discussions, videos and lectures
- Liaised with recruiting department and conducted interviews, assisted new hires with the onboarding process, set training expectations, and ensured required documents were submitted
- Screened workers, based on qualifications, for internal positions within the Consultant Learning Department
- Organized and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
Customer Service/Sales Consultant
Sutherland
01.2014 - 01.2016
- Handled 35-50 telephone calls daily surrounding billing concerns or Internet issues and attained 90% issue resolution while excelling in voice of the customer survey and 7 & 30 day repeat KPIs and achieving Average Handle time targets
- Gained an average of three new clients daily by soliciting sales of new or additional services.
Education
High School Diploma -
St Jago High School
St Catherine, JamaicaAssociate of Science - Tourism, Hospitality and Entertainment Management
The Excelsior Community College
Kingston, JamaicaBachelor of Science - Hospitality And Tourism Management
Excelsior Community College
Kingston, Jamaica2027
Skills
- Analytical Thinking
- Candidate Sourcing
- Curriculum Design
- Customer Relationship Management
- Empathy
- Instructional Design
- Problem-Solving
- Relationship Building
- Screening and Selection
- Team Management
- Technology Proficiency
- Training and Development
Systems
- Zendesk
- Notion
- Clickup
- CRM
- Slack
- Google Workspace
Timeline
Virtual Assistant
Teem LLC
10.2022 - Current
Tier 2 Customer Service Agent
Complete Contract Consulting
01.2021 - 01.2022
Trainer
IBEX
01.2019 - 01.2021
Recruiting Specialist
VXI
01.2018 - 01.2019
Trainer
Sutherland
01.2016 - 01.2018
Customer Service/Sales Consultant
Sutherland
01.2014 - 01.2016
High School Diploma -
St Jago High School
Associate of Science - Tourism, Hospitality and Entertainment Management
The Excelsior Community College
Bachelor of Science - Hospitality And Tourism Management
Excelsior Community College
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