Raveek Spence
Sainte Anne de-Bellevue,Quebec
Summary
Highly motivated professional with extensive experience in customer care who is eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
18
18
years of professional experience
Work History
Submitter/Senior Client Service Representative
Equifax
04.2022 - 06.2024
- Co-ordinated, assigned and reviewed the work of entry level members of the Submissions Team
- Developed and maintained positive customer relationships
- Handled customer escalations with empathy and professionalism
- Provided after sales services via telephone and email to a few of the company's largest auto dealer clients
- Provided quality control to verify the accuracy of the work done by less experienced members of the team
- Trained new team members in their job duties and on company policies that they should adhere to
- Provided new and existing customers with the best possible service during account onboarding, account management, billing inquiries, disputes, service or data requests, suggestions and complaints
- Opened new accounts and acted as a support person for the Sales Representatives
- I was a resource person for colleagues and team members from various departments
- Completed all the cases assigned to me within the service level agreement
- Assisted with cancellations and the reinstatement of member numbers.
- Enhanced customer satisfaction by promptly addressing and resolving client inquiries and concerns.
- Participated in cross-functional teams to develop strategies for enhancing the overall customer experience.
- Facilitated the onboarding process for new clients, ensuring seamless transitions and positive first impressions.
- Developed rapport with key accounts through proactive check-ins, fostering loyalty and long-term partnerships.
- Implemented feedback from clients to refine operational procedures, resulting in higher levels of satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Account Services Specialist
Equifax
11.2020 - 04.2022
- Opened new accounts
- Assisted with the training of new employees
- Created procedures to deal with customer requests by co-ordinating with various departments within the company
- Processed documentation and conducted data entry for various projects whenever necessary
- Made recommendations for procedure updates to my Team Leader/Manager
- Achieved at least 95% for quality on all the cases that I have processed
- Completed all the cases assigned to me within the service level agreement
- Assisted with cancellations and the reinstatement of member numbers
- Provided support to other internal departments; giving clarifications on procedures or aid in the rushing of orders
- Performed quality control to ensure that the correct version of documents were submitted and ensured that these documents were completed properly.
Partner Customer Service Specialist (Booking.com)
Ttec
01.2020 - 05.2020
- Assisted the property owners with booking.com extranet
- Guided property owners on how to load their rates and availabilities on the system
- Aided property owners with invoice related queries and provided guidance as to how they could improve the performance of their businesses.
Customer Service Representative (Telus)
Voxdata
11.2019 - 01.2020
- Outbound Proactive Assurance Campaign for Telus
- Engaged clients to ascertain how their internet was performing
- Updated client files with missing information and entered notes in relations to any internet issues they had
- Resolved customer queries within my scope over the phone
- Shipped out Wi-Fi boosters to aid in improving the internet performance in the customers' homes.
Client Relations Officer
Jamaica Money Market Brokers Limited
10.2017 - 10.2019
- Provided financial advice and processed loans for clients
- Disseminated information to prospective clients about the various products and services offered by the company at trade shows and other promotional events
- Resolved client queries via telephone, email or face to face daily
- Surpassed my sales targets on a monthly basis
- Prepared all the necessary administrative documents for loans and generated statements for clients as the need arose
- Worked with clients to build a diverse financial portfolio and assisted them in budgeting towards achieving their financial goals
- Followed up with clients on a regular basis to ensure that everything was on track according to the initial plans.
Team Lead
Amico Clinical Solutions
05.2016 - 03.2017
- Trained team members to make the clinical products properly to ensure that production was ahead of schedule
- Managed the inventory of the parts and tools needed for the various orders
- Provided updates to the project manager about the progress of the various orders
- Maintained an efficient filing system to keep abreast of the various client orders
- Conducted quality control on the assembled products to ensure that they met the required standards before being shipped
- Organized the cleaning of the warehouse daily.
Production Worker
Amico Clinical Solutions
05.2015 - 05.2016
- Assembled the clinical products and organize them for shipping
- Disposed of garbage and recyclables on a weekly basis
- Packed new pallets in an orderly manner and dismantled the old ones for disposal
- Emptied the bins in the offices daily and ensured that the lunch area was kept clean and tidy throughout the day
- Wiped and swept the production area daily to make it presentable.
Administrative Client Relations Officer (Foreign Exchange Officer)
Jamaica Money Market Brokers Limited
04.2010 - 02.2014
- Opened accounts and resolved customer queries in a timely manner
- Supervised the day to day foreign currency operations for the branch to ensure that there was always enough hard currency in the inventory
- Achieved 120% of my monthly targets on a yearly basis
- Conducted market surveys at the local level to ensure that the rates listed at the branch were competitive with those listed by our competitors
- Communicated with external Cambios to buy and sell hard currencies in an endeavor to generate revenue for the branch.
Express Transaction Officer
Jamaica Money Market Brokers Limited
04.2007 - 05.2010
- Interacted with clients withdrawing and depositing funds daily
- Provided basic financial advice to clients as it relates to investing their funds across various asset classes
- Acted as a relief person for the Cambio Officer occasionally
- Ensured that the cash received from clients or cash paid out to clients was correct.
Receptionist
Jamaica Money Market Brokers Limited
04.2006 - 04.2007
- Operated as the gatekeeper for the branch, managing the flow of clients throughout the day
- Generated account statements or embassy letters for clients whenever it was required
- Provided solutions for customer queries via the telephone at the front desk
- Disseminated product information to clients and acted as a relief person for the Express Transaction Officers whenever they went on vacation leave.
Education
Certificate - Jamaica Securities Course
Jamaica Institute of management
08.2008
Bachelor’s in Business Administration - Marketing
University of technology Jamaica
01.2005
Skills
- Customer service oriented
- Good time management
- Attention to detail
- Excellent written and verbal communicator
- Flexibility to work in a team or individual setting
- Very adaptable
Languages
English
Full Professional
Timeline
Submitter/Senior Client Service Representative
Equifax
04.2022 - 06.2024
Senior Account Services Specialist
Equifax
11.2020 - 04.2022
Partner Customer Service Specialist (Booking.com)
Ttec
01.2020 - 05.2020
Customer Service Representative (Telus)
Voxdata
11.2019 - 01.2020
Client Relations Officer
Jamaica Money Market Brokers Limited
10.2017 - 10.2019
Team Lead
Amico Clinical Solutions
05.2016 - 03.2017
Production Worker
Amico Clinical Solutions
05.2015 - 05.2016
Administrative Client Relations Officer (Foreign Exchange Officer)
Jamaica Money Market Brokers Limited
04.2010 - 02.2014
Express Transaction Officer
Jamaica Money Market Brokers Limited
04.2007 - 05.2010
Receptionist
Jamaica Money Market Brokers Limited
04.2006 - 04.2007
Certificate - Jamaica Securities Course
Jamaica Institute of management
Bachelor’s in Business Administration - Marketing
University of technology Jamaica
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