Durieka S. Quarrie A.Sc., B.Sc.

* ******** *****, ******** *

Tel: 876-***-**** E-mail: adrb5c@r.postjobfree.com

Profile: Experienced researcher, organizer, problem solver, administrator, and customer relations specialist.

Education

B.Sc., Business Administration (Cum Laude) - University College of the Caribbean 2009 Associate of Science, Business Administration - (U.C.C.) 2006 Diploma, Conversational Spanish - Venezuelan Institute for Culture & Cooperation 1997 Certificate, Fundamentals of Customer Engagement Operations - Northern Caribbean University

& (HEART Trust NTA) 2018

Certificate, Project Implementation & Management - Professional Trainers Institute 2013 Certificate, Marketing & Sales (Distinction) - University of the West Indies School of Continuing Studies 2001

Certificate, Customer Care and Telephone Techniques – Hamilton Knights & Associates 1997 Certificates - General Psychology (Distinction); Psychology of Personality & Behaviour; Principles & Techniques of Counselling - U.W.I. Open Campus 2012 CVQ/NVQ-J Certificate - Allied Health - Health Care Assistance (Patient Care) Level 2 - Garmex HEART Academy 2018

NVQ-J Diploma, Massage Therapy Level 3 - HEART College of Beauty Services 2015 Basic Life Support Program – American Heart Association 30 May 2022 Accomplishments

• Initiated and implemented an information retrieval system that increased work efficiency by 50%.

• Supervised several units with a total of 15 staff who were very motivated and productive in their daily tasks.

Durieka S. Quarrie

• Resolved 95% of customer complaints daily.

• Identified operational areas for improvement which led to more than 5% increase in stakeholder satisfaction and overall growth in business.

• Improved accuracy11 of notice of payments sent to vendors by almost 100%.

• Increased customer retention by reducing cheque turnaround time from 5 days to 3 days. Experience

Dec ’21 – Present Sales & Customer Service Administrator Guardsman Group, 107 Old Hope Road, Kingston 6

May ‘21 – Nov ’21 Telephone Sales Representative

Rampart Marketing Limited, 29 Molynes Road, Kgn. 10 Sept. ‘19 – April ‘21 Technical Support Representative itel-BPO Smart Solutions – 1C-1F Pawsey Place, Kgn. 5

• Troubleshooting for internet, cable tv and home telephone issues.

• Bill payments, queries, research, and upselling.

• Service area availability, escalations, and service appointments scheduling. Sept. - Nov. ‘18 Customer Engagement Specialist

Startek Inc., 63–65 Knutsford Blvd. Kgn. 5

• Utilizing internet tools to best support customer inquiries.

• Handling customer problems related to order, delivery, or equipment.

• Gathering information, researching, and resolving inquiries, and logging or escalating customer calls.

• Responding to customer inquiries regarding service, billing, equipment, features, and/or changes to online information.

2015 - 2016 Therapist

Salon 10; Eden Gardens Wellness Resort & Spa; Gentle Touch Massage Responsibilities included but not limited to:

• Performed therapeutic massages and body scrubs.

• Carried out front desk duties.

2011 – 2013 Team Assistant /Receptionist (outsourced) Inter-American Development Bank, 40-46 Knutsford Blvd. Kgn. 5 Durieka S. Quarrie

Responsibilities included but not limited to:

• Liaised with the head office in Washington D.C. and other country offices in the Caribbean.

• Responded to job applicants and requests for donations.

• Dispatched notice of payments.

• Resolved system queries.

• Processed official correspondence and electronically assigned and notified project teams. 2004 - 2005 Flight Attendant

Air Jamaica Limited, Norman Manley International Airport Mar. ’02 - Mar. ’03 Customer Service Assistant (outsourced) Airports Authority of Jamaica (AAJ), Norman Manley International Airport Responsibilities included but not limited to:

• Monitored and updated Flight Information Display System.

• Managed customer service office relating to flight arrivals and baggage retrieval.

• Managed General Aviation office for health, immigration, customs and security compliance.

• Oversaw customs hall and departure lounge.

• Airport public areas inspection.

Jul. – Aug. 2001 Sales & Customer Service Manager (temp.) Copy Clinic, 77 Knutsford Blvd., Kgn. 5

Feb. – Jun. 2001 Administrative Assistant (outsourced) Atlantic Business Products

1992 -2000 Customer Service & Marketing Assistant

Jamaica Unit Trust Services Limited, 50 Knutsford Boulevard, Kgn. 5 Responsibilities included but not limited to:

• Created and maintained customers’ accounts.

• Evaluated client investment requirements and allocated funds to respective portfolios.

• Processed encashment of investment certificates.

• Assisted Marketing Department in coordinating activities for investment events.

• Monitored investments and updated clients of its status. Experience in Customer Relations and Administration in the following Industries:

- Telecommunications

- Consumer Goods Distribution

Durieka S. Quarrie

- Investment & Banking

- Life & General Insurance

- Food Distribution

- Advertising

- Hospitality & Transportation

- Chemical Distribution

- Manufacturing

- Health & Wellness

- Business Products

Additional Training & Personal Development

September 2011 GCI 9 Gender Equality and Poverty Reduction: Financed by the Inter- American Development Bank, Presenter Dr. Glenda Simms, Spanish Court Hotel Kingston.

October 2011 GCI 9 Climate Change: Inter-American Development Bank, Presenter: Korina Von Teichman, Hilton Kingston Hotel.

January 1990 Improving Habits, Attitudes & Behaviours: Shell Company W.I., Presenter Phyllis Hyman, Option Makers Ltd. Kingston.

Customer Service Training: Simone Clarke

Customer Service & Telephone Etiquette Training: Laura Butler Awards & Achievements

Outstanding Community Service Award - Circle 'K Club 2008 Awarded First Generation Scholarship from the University College of the Caribbean - 2006 1

st

place – Miss Technofit & Best Figure 2002

“Sashi Experience” model - 2001

1

st

place – Miss Cactus Healthy Body Bikini 2000

Miss Jamaica Grande 1998

2

nd

place- Miss Jamaica Bikini & Best Figure 1997

1

st

place – Miss Jamaica Bikini 1995

1

st

place – Miss Cactus Healthy Body Bikini 1995

Activities

Served as Director of Projects ('07-'08) and Treasurer '05 - Circle 'K Club Volunteered over 100 hours at the Bustamante Hospital for Children - Learning & Activity Centre (Oct.'17- Jan.'18)

Volunteered over 150 hours at St. Joseph Hospital – Pines 2 (Nov. ‘17 – Feb. ‘18) Volunteered over 80 hours at the University Hospital of the West Indies – Surgical Ward 8 (April ’17 – Aug. ’17)

Jamaica Red Cross (Member) since 2010 and Community Service Volunteer Durieka S. Quarrie

Sigma Corporate Run 2013; Digicel 5k Run 2013; Best Dressed Chicken 5k Walk 2012

Ministry of Education - Read Across Jamaica Day 2012 and 2013 Gardening and Health & Fitness

Mentored Grades 1-6 students, Harbour View Primary School ('09-'10) An ‘Extra’ in the Movie “How Stella Got Her Groove Back” 1998 Chief Judge/Judge – Miss Jamaica Bikini Body Beautiful International 2014 & 2016

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