Sanakaye Ford
About
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Customer Support Specialist
Portmore, St. Catherine Parish, Jamaica
Résumé
Jobs
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Support Ambassador/Chat SupportSutherland GlobalFeb 2020 - Jan 2023 (3 years)Major Achievements:
●Answering more than 100% of text messages and phone calls from users professionally and responding to users inquiries and complaints.
●Accomplishes user satisfaction and organization mission by completing related results as needed
●Researching required information using available resources.
●Handling and resolving users complaints regarding product sales to customer service problems.
●Providing users with the organization's service and product information.
●Processing forms, orders, and applications requested by the users.
●Identifying, escalating priority issues and reporting to the high-level management.
●Routing inbound calls to the appropriate resources.
●Followi- Customer Service & Sales RepresentativeRadius Global Solutions IncOct 2019 - Feb 2020 (5 months)●Obtains client information by answering telephone calls; interviewing clients; verifying information.
●Able to identify customer challenges and provide solutions that address such problems.
●Determines eligibility by comparing client information to requirements.
●Establishes policies by entering client information; confirming pricing.
●Informs clients by explaining procedures; answering questions; providing information.
●Maintains communication equipment by reporting problems.
●Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
●Updates job knowledge by studying new product descriptions; participating in educational opportunities. - ACustomer Service Representative/SalesACT Call CentreSep 2018 - Mar 2019 (7 months)Major Achievements at ACT:
●Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
●Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that client's feel supported and valued.
●Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
●Building lasting relationships with clients and other call center team members based on trust and reliability.
●Utilizing software, databases, scripts, and tools appropriately.
●Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
Education
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- Certificate in Business Administration, Accounting and Finance ManagementUniversity of the Commonwealth CaribbeanSep 2021 - Jan 2022 (5 months)
- RFood and NutritionRusea's High SchoolSep 2016 - Jul 2018 (1 year 11 months)