SANDIA WILSON
Niagara Falls,Canada
Summary
Customer Experience Associate with over 8 years of experience in customer service, sales, and retention. Skilled in resolving issues with empathy, building long-term relationships, and driving customer satisfaction. Strong team player with leadership skills, able to collaborate effectively to achieve goals. Experienced in boosting customer engagement and retention in fast-paced environments. Committed to delivering exceptional service and supporting business success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Advisor
Concentrix
Niagara Falls, Ontario
03.2025 - Current
- Diagnosed and resolved software and hardware issues, reducing repeat technical problems by 20%.
- Guided customers through product features and troubleshooting, leading to a 15% reduction in repeat contacts.
- Maintained expert knowledge of Avalon products, ensuring high-quality support and compliance with standards.
- Documented customer interactions and solutions accurately, enhancing knowledge sharing among teams.
- Managed warranty claims and repairs according to Avalon policies, preserving customer trust.
- Assisted customers in optimizing device performance, preventing future issues and improving user experience.
Sales Associate
GK Jewelers
Jamaica
09.2023 - 11.2024
- Assisted clients in selecting jewelry tailored to preferences, boosting customer satisfaction by 25% and repeat business by 20%.
- Provided comprehensive gemstone, metal, and care details, increasing high-value purchases by 15%.
- Handled over 200 monthly transactions with flawless accuracy, ensuring seamless financial operations.
- Cultivated strong customer relationships through personalized recommendations, enhancing retention by 30% and referrals by 10%.
- Surpassed sales targets by up to 15% using effective upselling and cross-selling strategies.
Customer Experience Associate
Smalls for Cat
, Remote
07.2022 - 07.2023
- Resolved over 80 customer inquiries daily through email, SMS, and phone, achieving 95% resolution rate.
- Educated customers on plan flexibility and order modifications, contributing to 20% increase in satisfaction scores.
- Conducted more than 1,200 outbound welcome calls monthly, improving customer retention rates by 15%.
- Addressed 100+ product-related inquiries weekly, reducing order-related issues by 25%.
- Promoted product value and benefits, driving 10% increase in repeat business and loyalty.
- Monitored customer feedback channels to identify trends, implementing changes that raised service quality ratings by 10%.
Sales Team Lead (Promoted Interim Role)
Centerfield
Jamaica
02.2022 - 07.2022
- Achieved consistent 110% of biweekly sales targets by leading a team of 10+ agents for five months.
- Increased sales revenue through targeted strategies and comprehensive team training sessions.
- Developed and implemented innovative sales strategies to expand customer base.
- Monitored performance of sales team members, conducting regular evaluations and coaching sessions.
- Established best practices and promoted key skills for effective customer de-escalation.
- Collaborated with cross-functional teams to enhance seamless execution of sales initiatives.
- Facilitated knowledge sharing among team members to foster innovation and teamwork through regular meetings.
Sales Expert
Centerfield
Jamaica
11.2021 - 02.2022
- Handled inbound calls from AT&T customers with a service-oriented approach focused on driving sales.
- Scheduled and conducted follow-up calls to prospective AT&T customers to drive engagement and sales opportunities.
- Assisted customers with product inquiries professionally to secure purchases, subscriptions, or product upgrades.
- Promoted product upgrades and introduced new services tailored to customer needs.
- Consistently achieved and exceeded required sales targets through effective strategies and customer engagement.
- Stay informed about the industry’s best practices and promotional trends to optimize sales performance.
Technical Support Agent
Advantage communication for Flow
Jamaica
05.2017 - 11.2019
- Resolved customer queries efficiently via email, ensuring prompt and accurate responses.
- Provided detailed explanations of billing inquiries to address customer concerns.
- Delivered thorough troubleshooting steps to resolve cable, internet, and home phone service issues.
- Assisted customers with website navigation and credential resets for seamless access.
- Engaged customers use open-ended questions to assess needs, fostering loyalty and satisfaction with client services.
- Promoted and upsold service packages, introducing customers to new offers.
Customer Support Representative
Conduent for Humana Medical Insurance
Jamaica
04.2015 - 04.2017
- Assisted customers with medical claim form submissions, providing clear explanations of claims.
- Delivered detailed information about insurance benefits and guided customers in locating in-network providers.
- Troubleshot website-related issues to ensure seamless customer experiences.
- Managed follow-up procedures for customers reporting medical issues and facilitated pre-authorizations for timely coverage.
Education
High School Diploma -
Camperdown High
Jamaica01.2023
High School Diploma -
Camperdown High
Kingston, Jamaica07-2014
High School Diploma -
Camperdown High
Kingston, Jamaica07-2012
Skills
- Leadership and mentoring
- Pressure management
- Sales target achievement
- Professional growth knowledge
- Billing and claims
- Customer retention strategies
- Sales optimization techniques
- CRM proficiency
- Technical troubleshooting skills
- Client onboarding processes
- Typing speed: 45 WPM
- Critical thinking
Certification
- HLLQP (Harmonized Life License Qualification Program), 2025
- Women In Tech Sales Bootcamp (WITS), 2025
- HubSpot Digital Marketing Certification, 2025
- Smart Serve Certification, 2025
Hobbies and Interests
- Environmental conservation
- Literature
- Photography
- Art
- Cycling
- Travelling
Languages
- English, Native or Bilingual
- Spanish, Intermediate
- French, Beginner
References
References available upon request.
Timeline
Technical Advisor
Concentrix
03.2025 - Current
Sales Associate
GK Jewelers
09.2023 - 11.2024
Customer Experience Associate
Smalls for Cat
07.2022 - 07.2023
Sales Team Lead (Promoted Interim Role)
Centerfield
02.2022 - 07.2022
Sales Expert
Centerfield
11.2021 - 02.2022
Technical Support Agent
Advantage communication for Flow
05.2017 - 11.2019
Customer Support Representative
Conduent for Humana Medical Insurance
04.2015 - 04.2017
High School Diploma -
Camperdown High
High School Diploma -
Camperdown High
High School Diploma -
Camperdown High