Chaneike Watson
Montego Bay, Jamaica
Summary
Motivated young professional with a strong work ethic, passion for customer experience, and 5+ years of work experience in customer service, sales, and client management. Proven ability to analyze customer situations to find solutions in a timely manner, achieve and exceed KPI requirements in a high-call volume environment, and maintain knowledge of a company's products and services. Looking for a full-time position at OppFi, where I'll be able to provide excellent customer service and aid in company growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
HR Assistant
Remal Hotel
Al Dhannah City, Abu Dhabi
01.2022 - 10.2023
- Performed administrative and clerical duties such as sorting mail and emails, filing, photocopying, maintaining employee database, and ordering coffee supplies
- Supported onboarding process by collecting new hire paperwork and coordinating orientation and training sessions for new employees
- Ensured smooth communication with employees and timely resolution to their queries
- Maintained proper records of employee attendance and leaves
- Assisted in planning and coordinating special events, employee recognition programs, and holiday celebrations
Remote Client Manager / Assistant Client Manager
Chess Wizards
Chicago, Illinois (WFH)
07.2020 - 12.2021
- Managed a team of 7+ staff and used Humanity scheduling software to create term schedules for all teachers on the team, rescheduling whenever necessary and communicating all schedule changes to teachers, clients, and parents to ensure programs ran smoothly
- Met and surpassed all company KPI requirements for booking, marketing and communication
- Liaised between clients, managers and other staff whilst maintaining concise, detailed and up-to-date records of all client interactions using Bitrix24 CRM software
- Assisted with registering students for various available programs and classes and recruiting new teachers by contacting applicants to ensure that they met preliminary requirements given by the company
- Assisted supervisors and other managers with general data entry, RFQs, invoicing, revenue tracking, and client communication
- Played an integral role in developing strategies for better general workplace efficiency and goal achievement through collaboration with the management team
Technical Support Advisor
Conduent - BPO
Kingston, Jamaica
01.2019 - 06.2020
- Utilized customer service skills to work with customers to diagnose, troubleshoot and resolve technical issues with various wireless devices such as phones, tablets, and computers
- Talked customers through a series of actions to resolve technical issues such as password reset and setting up new devices and accounts
- Documented detailed descriptions of customer issues, tracked customer issues and concerns using a CRM ticketing system, and escalated unresolved issues to the relevant departments and teams
- Met company KPI requirements for call handle time, first contact resolution, and customer satisfaction by ensuring the resolution of all issues within the scope of responsibilities
- Kept up to date with all products and services offered by the company and consistently promoted them to customers based on their needs
Customer Service Agent
Concentrix – BPO
Montego Bay, Jamaica
08.2018 - 12.2018
- Answered incoming calls and used active listening skills to determine the most efficient ways to resolve customer issues while maintaining a professional and empathetic attitude
- Followed up with customers to ensure that all issues were resolved to their satisfaction
- Responded to customer inquiries about the company’s products and services and provided quality solutions with an interactive and cheerful personality, promoting the business as friendly and customer-centric
- Handled an average of 40 calls per shift and met KPI requirements for 95% customer satisfaction and average call handle time of 5 minutes and upsold by promoting and educating customers about available sales, promotions and offers
- Used problem-solving and analytical skills to assist customers with setting up new accounts and placing orders on the company’s website, password reset issues, updating account information and other concerns/issues
- Logged and detailed accurate descriptions of all customer interactions in the CRM ticketing system
Telesales Representative
Centerfield – BPO
Montego Bay, Jamaica
12.2017 - 07.2018
- Fielded incoming calls from potential customers and efficiently converted those calls to sales while surpassing the required call volume quota
- Applied consultative sales process to work with potential customers to understand their needs and guided them towards the best possible solution by answering questions and providing quality products and services that meet those needs
- Entered customer orders accurately and scheduled appointments for installation of services using sales CRM software
- Used multitasking skills to manage multiple applications across two computer monitors
- Upsold company’s products and services to new and existing customers
Education
Bachelor of Arts - Business Administration
University of Technology
Kingston, JamaicaSkills
- Computer Proficient
- Effective Communication (verbal and written)
- Telephone and Email Etiquette
- Customer Service
- Empathy
- Planning and Organisational
- High Call Volume Environment Experience
- Exceptional Interpersonal Skills
- Multitasking and Time Management
- Complex Problem Solving and Conflict Resolution
- Data Entry and Typing
- Teamwork and Collaboration
- Microsoft Office and Google Suite
- Fluent in Written and Oral English
Certification
- Customer Experience Leadership, LinkedIn Learning - 2022
- Managing Customer Expectations, LinkedIn Learning - 2022
- Excel Essential Training, LinkedIn Learning - 2022
- Word Essential Training - LinkedIn Learning - 2022
- Project Management Skills for Leaders - LinkedIn Learning - 2022
- Salesforce Essentials - LinkedIn Learning - 2022
Timeline
HR Assistant
Remal Hotel
01.2022 - 10.2023
Remote Client Manager / Assistant Client Manager
Chess Wizards
07.2020 - 12.2021
Technical Support Advisor
Conduent - BPO
01.2019 - 06.2020
Customer Service Agent
Concentrix – BPO
08.2018 - 12.2018
Telesales Representative
Centerfield – BPO
12.2017 - 07.2018
Bachelor of Arts - Business Administration
University of Technology
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