Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rojanna Dillon

Rojanna Dillon

Kingston

Summary

A knowledgeable and dedicated customer service professional ,with an extensive experience in the BPO industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, and process optimisation. Articulate, energetic and willing to learn and execute what is needed to complete task ahead. I'm also an expert at problem solving and conflict mediation.

Overview

12
12
years of professional experience

Work History

Forex Trader

TFT Global
02.2023 - Current
    • Created and implemented strategic trading approaches.
    • Completed trades on MT5, increasing profits 70%.

Customer Care Representative

ACD Direct
09.2021 - 05.2023
    • Responded to customer needs through competent customer service and prompt problem-solving.
    • Assisted call-in customers with questions and orders.
    • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
    • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Navigated multiple computer systems and applications to find information.
    • Communicated with clients regarding account services, statements, and balances.
    • Resolved concerns with products or services to help with retention and drive sales.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Educated customers about billing, payment processing and support policies and procedures.
    • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Executive Director

GTS Limited Services
03.2018 - 05.2019
    • Worked closely with organizational leadership and board of directors to guide operational strategy.
    • Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
    • Defined company roles and responsibilities to establish and enhance processes.
    • Built and maintained strong company teams by hiring and training qualified staff to create positive and productive work environments.

Supervisor

RKK Limited
03.2015 - 09.2016
    • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
    • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
    • Monitored workflow to improve employee time management and increase productivity.
    • Evaluated employee performance and coached and trained to improve weak areas.
    • Achieved results by working with staff to meet established targets.
    • Maintained compliance with company policies, objectives, and communication goals.
    • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
    • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
    • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
    • Developed and implemented customer service policies to enhance satisfaction.
    • Educated staff on organizational mission and goals to help employees achieve success.
    • Conducted regular reviews of operations and identified areas for improvement.

Doctor's Office Assistant

Apex Medical Group
02.2012 - 08.2012
    • Facilitated patient clinic by greeting and rooming patients.
    • Registered new patients in electronic medical record prior to scheduling appointments. (Proficient In Excel)
    • Completed clinic room inventories and restocked supplies.
    • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
    • Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
    • Provided prompt, polite and professional in-person and telephone customer service.
    • Used Excel to schedule appointments for doctor visits.
    • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
    • Organized and maintained patient chart filing system to promote quick data finding for staff.
    • Prepared patient charts by gathering and organizing medical records ahead of appointments.

Education

CXC CSEC -

Pre University
Kingston
06.2011

High School Diploma -

Waterford High School
Kingston
06.2010

Skills

  • Appointment Scheduling
  • Data Entry
  • Customer Relations
  • Product Education
  • Customer Relationship Management
  • Inbound Customer Service
  • Customer Service
  • Attention to Detail
  • Computer Skills
  • Medical Records Maintenance
  • Team Leadership
  • Managing Patient Records
  • Reception Management
  • Sales Expertise
  • Conflict Resolution
  • Quality Assurance Controls
  • Call Center Operations
  • Microsoft Excel
  • Critical Thinking
  • Team Development

Languages

English
Native or Bilingual

Timeline

Forex Trader

TFT Global
02.2023 - Current

Customer Care Representative

ACD Direct
09.2021 - 05.2023

Executive Director

GTS Limited Services
03.2018 - 05.2019

Supervisor

RKK Limited
03.2015 - 09.2016

Doctor's Office Assistant

Apex Medical Group
02.2012 - 08.2012

CXC CSEC -

Pre University

High School Diploma -

Waterford High School

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Rojanna Dillon