Tyra Pinnock
Spanish Town
Summary
Customer Service Professional with 4+ years of call center experience handling high-volume inbound/outbound calls for international clients. Skilled in de-escalation, problem-solving, and delivering excellent customer experiences under pressure. Proven ability to meet KPIs, adapt quickly to new systems, and work effectively in remote environments. Seeking a remote customer service/call center role with a U.S.-based company where I can contribute professionalism and results.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
XYZ Call Center
Kingston
01.2020 - Current
- Handled inbound customer calls for U.S. clients in retail and telecom sectors.
- Assisted customers with billing issues, service upgrades, and account management.
- Resolved escalated calls, maintaining a 95% customer satisfaction rating.
- Consistently met call handling targets and quality assurance standards.
- Trained new team members on call protocols and customer service best practices.
Customer Support Agent
ABC BPO Solutions
Spanish Town
01.2018 - 01.2020
- Processed orders and service requests for international clients.
- Provided Tier 1 technical support, troubleshooting customer issues remotely.
- Upsold additional products/services, exceeding sales goals by 15%.
- Maintained accurate call logs and case notes in CRM systems.
Education
Business Studies -
Jose Marti Technical Institute
Spanish Town, Jamaica01.2022
Graduated -
Spanish Town High School
Spanish Town, Jamaica01.2020
Skills
- Inbound & Outbound Call Handling
- Customer Relationship Management (CRM) Systems
- Conflict Resolution & De-escalation
- Technical Support & Troubleshooting
- Order Processing & Billing Support
- Time Management & Multitasking
- Excellent Written & Verbal Communication
- Microsoft Office
- Technical support
- Problem solving
- Effective communication
- Time management
Certification
- Distinction in English Language, City & Guilds
- Merit in Mathematics, City & Guilds
- Academic Award for High Performance
- High school diploma
References
Available upon request
Timeline
Customer Service Representative
XYZ Call Center
01.2020 - Current
Customer Support Agent
ABC BPO Solutions
01.2018 - 01.2020
Business Studies -
Jose Marti Technical Institute
Graduated -
Spanish Town High School