Jonelle Morris-Dawkins
Trail,BC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with a 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 an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
23
23
years of professional experience
Work History
Assistant Manager, Direct Marketing
Sagicor Life Jamaica Ltd.
04.2021 - 03.2023
- Supervised day-to-day operations to meet performance, quality, and service expectations under the assigned Health & Life portfolio.
- Established team priorities, maintained schedules, and monitored performance.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Established employee performance goals and provided feedback on methods for reaching those milestones.
- Supervised and trained direct reports to ensure they provided clients with excellent service while following contract terms to facilitate annual renewals.
Supervisor, Group Insurance
Sagicor Life Jamaica Ltd.
09.2012 - 03.2021
- Managed assigned Government Group Health & Supplemental Portfolio by liaising with the members, pay sites’ Human Resource personnel, and Accounting Departments.
- Day-to-day functions were centered around; portfolio premium collection, new enrollments, cancellations, and adding Electronic Funds Transfer (EFT) data.
- Achieved results by working with staff to meet established targets.
- Conducted routine inspections to check quality and compliance with established specifications.
- Solicited customer feedback to identify and improve on areas of weakness.
- Evaluated staff performance and provided coaching to address inefficiencies.
Customer Service Representative
Blue Cross Of Jamaica Ltd.
01.2006 - 08.2012
- Handled customer inquiries.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered a constant flow of walk-ins or customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Contact Centre Representative
Verizon International Teleservices Jamaica Ltd.
07.2004 - 06.2005
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
Allied Cable Vision Company Ltd.
06.2000 - 08.2002
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Post-Graduate Diploma - Business Management
Selkirk College
Castlegar, BC05.2025
Zero to Hero in Microsoft Excel: Complete Excel Guide Certificate -
Udemy
Online2022
Six Sigma White Belt -
Aveta Business Institute
Online2022
Project Management Essentials Certified -
Management & Strategy Institute
Online2022
Bachelor of Science - Management Studies Emphasis in Marketing
Northern Caribbean University
Jamaica, Kingston05.2012
Associate of Science - Business Administration
University College of The Caribbean
Jamaica, Kingston05.2004
High School Diploma -
The Queen’s High School
Jamaica, Kingston05.2000
Skills
- Time Management
- Administration and Reporting
- Technical Proficiency
- Project Management
- Policy and Procedure Adherence
- Customer Relations
Timeline
Assistant Manager, Direct Marketing
Sagicor Life Jamaica Ltd.
04.2021 - 03.2023
Supervisor, Group Insurance
Sagicor Life Jamaica Ltd.
09.2012 - 03.2021
Customer Service Representative
Blue Cross Of Jamaica Ltd.
01.2006 - 08.2012
Contact Centre Representative
Verizon International Teleservices Jamaica Ltd.
07.2004 - 06.2005
Customer Service Representative
Allied Cable Vision Company Ltd.
06.2000 - 08.2002
Post-Graduate Diploma - Business Management
Selkirk College
Zero to Hero in Microsoft Excel: Complete Excel Guide Certificate -
Udemy
Six Sigma White Belt -
Aveta Business Institute
Project Management Essentials Certified -
Management & Strategy Institute
Bachelor of Science - Management Studies Emphasis in Marketing
Northern Caribbean University
Associate of Science - Business Administration
University College of The Caribbean
High School Diploma -
The Queen’s High School
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