Steven Dutchean Simpson
About
Detail
Customer Escalation Representative
Jamaica
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work
Full-time jobs
Starting at
USD1.2k/month
Résumé
Jobs
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Escalations and Logistics SpecialistIBEX GlobalJan 2021 - Current (5 years 8 months)Resolved complex customer issues related to lost, delayed, or damaged shipments through thorough investigation and follow up. Acted as the primary point of contact for high-priority escalations, ensuring timely and effective resolution to maintain customer satisfaction. Coordinated with operations, logistics, and carrier partners to expedite package tracing and claims processing. Documented all customer interactions and escalation outcomes accurately in CRM systems to ensure compliance and follow-up. Trained and mentored new agents on handling sensitive customer interactions and escalation protocols. Communicated shipping policies, tracking updates, and compensation options clearly and effectively to customers. Followed up with customers po- SCutomer Service RepresentativeStapharm Services LimitedJan 2019 - Jan 2021 (2 years 1 month)• Provided customers with quality assistance through phone calls, emails, and internet chats. • Answered phone calls and provided callers with pertinent information and assistance. • Developed a strong working knowledge of products and offerings. • Accurately verified information and updated information databases as necessary.
Education
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- GCity & Guilds Education CertificateGREATER PRTMORE HIGH SCHOOLJan 2013 - Jan 2019 (6 years 1 month)
- E(CXC) Caribbean Secondary Education Certificate (CSEC)Examinations CouncilSep 2012 - Jun 2019 (6 years 10 months)