Samantha Brathwaite
Kentville
Summary
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
14
14
years of professional experience
Work History
Technical Support Representative
Teleperformance
03.2025 - Current
- Resolved customer inquiries and technical issues via phone, email, and chat support.
- Provided training and mentorship to junior team members on troubleshooting techniques.
- Analyzed recurring technical problems to develop proactive solutions for improved service delivery.
- Collaborated with cross-functional teams to enhance product performance based on user feedback.
- Documented user interactions and technical processes in knowledge base for future reference.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Office Administrative Assistant
Amalgated Security Service
05.2024 - 11.2024
- Monitored security systems to ensure compliance with safety protocols and operational standards.
- Properly directed inbound calls in phone queues to improve call flow
- Performed minor troubleshooting on communications equipment to alleviate downtime.
- Troubleshot issues with telephone equipment and software to keep systems functional.
- Reviewed customer feedback to determine strategies for improving customer service.
- Processed customer calls by accurately logging all pertinent information with [Software].
- Responded promptly to alarms and incidents, coordinating emergency response teams efficiently.
- Maintained accurate logs of security activities and incidents for reporting purposes.
- Trained new operators on standard operating procedures and emergency protocols.
- Implemented process improvements to enhance system monitoring efficiency and reduce response times.
- Handled high-pressure situations calmly and effectively, making critical decisions based on available information to ensure public.
- Etc.
Caregiver
Home Health Aide (PRIVATE)
06.2021 - 02.2024
- Provided personalized care and support to clients, enhancing daily living activities and overall well-being.
- Assisted clients with medication management, ensuring adherence to prescribed schedules and safety protocols.
- Coordinated transportation for medical appointments, improving access to healthcare services for clients.
- Developed and maintained strong relationships with clients, fostering trust and communication in caregiving environment.
- Monitored client health conditions, reporting changes to healthcare professionals for timely intervention.
- Advocated for client needs within multidisciplinary teams, enhancing comprehensive care approaches and services provided.
- Implemented individualized care plans in collaboration with families and healthcare teams, optimizing patient outcomes.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
Collection Customer Service Representative
KM2 Solution
03.2017 - 06.2019
- Facilitated communication between customers and collections department to resolve outstanding balances.
- Managed customer inquiries regarding account statuses and payment options efficiently.
- Developed and maintained comprehensive knowledge of collection policies and procedures.
- Analyzed customer payment histories to identify trends and recommend tailored solutions.
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
Supply Expeditor
Ministry of Agriculture
01.2012 - 01.2017
- Coordinated logistics for agricultural supplies, ensuring timely delivery to various departments.
- Streamlined procurement processes, reducing lead times and improving supply chain efficiency.
- Monitored inventory levels, facilitating accurate stock management and minimizing shortages.
- Collaborated with stakeholders to resolve discrepancies in supply orders and enhance communication.
- Implemented process improvements that increased operational workflow efficiency across the department.
- Developed reporting mechanisms to track order statuses and improve visibility of supply chain performance.
- Managed high volumes of orders while maintaining accuracy through attention to detail and effective time management skills.
- Handled urgent requests from customers, working diligently to resolve issues quickly without compromising quality standards.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Improved delivery times by closely monitoring and prioritizing urgent orders.
- Maintained open lines of communication between internal departments to facilitate smooth handoffs throughout each stage of the order lifecycle.
- Addressed supply problems and developed creative solutions to prevent delays.
- Negotiated with suppliers to secure better pricing, reducing overall project costs.
- Maintained high quality standards by conducting thorough inspections of incoming materials.
Education
CXC General Proficiency - Office Administration, Food and nutrition, Mathematics, Principle Of Account, Prinicle of Business
Dolphin Secondary
Certificate - Nursing Auxiliary Studies
Barbados Community College
12.2021
Skills
- Microsoft Office (Excel, Word)
- Remote support
- Technical support
- Technical troubleshooting
- Product troubleshooting
- Active listening
- Microsoft outlook
- Network diagnostics
- Customer success management
- Application support
- Software installation
- Data recovery
- Technical issues analysis
- Complaint resolution
- Appointment scheduling
- Mac systems
- Performance testing
- Data entry
- Analytical thinking
- Linux programming and administration
- Call recordkeeping
LANGUAGES
English – Advanced
Timeline
Technical Support Representative
Teleperformance
03.2025 - Current
Office Administrative Assistant
Amalgated Security Service
05.2024 - 11.2024
Caregiver
Home Health Aide (PRIVATE)
06.2021 - 02.2024
Collection Customer Service Representative
KM2 Solution
03.2017 - 06.2019
Supply Expeditor
Ministry of Agriculture
01.2012 - 01.2017
CXC General Proficiency - Office Administration, Food and nutrition, Mathematics, Principle Of Account, Prinicle of Business
Dolphin Secondary
Certificate - Nursing Auxiliary Studies
Barbados Community College
INTERESTS
COMPUTERS, Advancement
COURSES
Cosmetology . SAB-SHAN-SADIE School of Cosmetology (2018)