Tameca Roache
Kingston,Jamaica
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Servicer Provider
Complete Contract Consulting
Kingston, Jamaica
12.2021 - Current
- Handled account payments and provided information regarding outstanding balances.
- Managed over 50 customer calls per day.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Address update and card replacement
- Explained benefits to participants in easy to understand terms in order to educate each on available options.
Customer Service/ Technical Representative
Sutherland Global Services
Kingston , Jamaica
07.2017 - 12.2021
- Maintain and make adjustments to customer accounts having 98% in customer connections experience
- Provides customer service using patience and professionalism through phone and chat confidently
- Facilitate team development, mediate conflict protecting team, and encourage healthy dynamics
- Properly document each customer interaction according to company standard operating procedures
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
Child-care Worker
New York City Daycare
Old Harbour, Jamaica
10.2021 - 11.2021
- Provided continuous supervision to children during indoor and outdoor activities to maintain safe learning and playing environments.
- Prepared and served nutritious and healthy meals and snacks.
- Communicated with parents regarding child's behavior, daily activities and concerns.
- Supported children's emotional and social development by encouraging positive self-concepts and understanding of others.
- Taught children educational games to reinforce learning of alphabets and numbers.
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
Customer Service Representative
Conduent
Kingston, Jamaica
08.2015 - 03.2017
- Apply problem-solving skills to resolve customer inquiries and disputes, and escalate using appropriate channels when necessary
- Answered approximately 70 calls daily utilizing courteous and professional manner to collect information and identify customer needs
- Meet and exceeded productivity goals, including high call volume and consistently earned top survey and satisfaction scores
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Education
Diploma - Nursing
Global Institute of Certified Specialists
Kingston, JM05.2021
High School Diploma -
Titchfield High School
Portland, JM06.2010
Skills
- Verbal and Written Communication
- Issue and Complaint Resolution
- Order and Refund Processing
- CRM Software
- De-escalation Techniques
- Data Management
- Client relationship
- Quality Assurance
- KPI Optimization
- Salesforce CRM
- Strong Analytical and Problem Solving Skills
Additional Information
- Top Agent Amazon D2 2019 Sutherland Global Services
- Best Offer Rate for Amazon Retail 2021 Sutherland Global Services
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Servicer Provider
Complete Contract Consulting
12.2021 - Current
Child-care Worker
New York City Daycare
10.2021 - 11.2021
Customer Service/ Technical Representative
Sutherland Global Services
07.2017 - 12.2021
Customer Service Representative
Conduent
08.2015 - 03.2017
Diploma - Nursing
Global Institute of Certified Specialists
High School Diploma -
Titchfield High School
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