ETHON JAMES

**** ********* ***, ************ ** 19104, 615-***-****, adsu09@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer Service/ Sales associate with over 10 years experience. Recognized for my ability to communicate with customers and provided exceptional service to ensure customer retention and positive feedbacks. Proven ability to increase sales through up-selling and cross-selling techniques as well as implement additional processes that drive profitability.

SKILLS

Call control

Outbound calling

Problem resolution

Appointment scheduling

Records maintenance

Multitasking

Time management

Critical thinking

Analytical thinking

EXPERIENCE

Customer Service Agent

24-7Intouch Montego Bay, Jamaica

Answered general inquiries regarding company pricing and policies.

June 2020 - March 2021

Answered calls and chats within an established timeline to maintain adherence to quality and service standards.

Resolved order issues to restore customer satisfaction and reported trending issues to management. Documented customer interactions and account details in Zendesk.

Assist shoppers to troubleshoot any issues with their shopper's app and report to the technical team.

Part Time Customer Service Sales Representative Innovative Visions Montego Bay, Jamaica

Processed customer payments for flower delivery orders.

Accessed customer account information to explain service fees and pricing Communicate with flower shops to explain customer requests and complaints. Addressed customer complaints and provided timely solutions to restore satisfaction. Upsell add-on items for customer orders

April 2020 - April 2020

Sales Liner

Unlimited Vacation Club, Sunscape Resort Montego Bay, Jamaica

January 2020 - June 2020

Helped guests navigate all three resort properties and explain the different amenities each provides. Communicate with guests to understand their vacations needs and how often they take vacations. Explained the different vacation club memberships and what each provides

Comcast Xfinity Billing Specialist

Teleperformace, Bay St. James Montego Bay, Jamaica

August 2019 - March 2020

Communicate with customers regarding their bills and answer any questions they have. Verified accuracy of billing data and revised errors

Assist customer to switch their home internet, cable, and phone packages.

Upsell customers to add more services to their plans.

Remote Sales Team Manager Funoni Montego Bay, Jamaica

January 2019 - August 2019

Analyzed sales performance, coverage, and segmentation and distributed KPI reports to illustrate findings.

Coordinated sales meetings to discuss targets, marketing campaigns, and strategy improvements for deficient areas.

Organized strategies for reaching target consumers and meeting demand, helping the company fill multiple demand gaps and cement market leadership.

Led sales team in territory management and sales quota achievement, setting clear goals and expectations to maintain performance.

Team Leader

Collective Solutions, Bay St. James Sandy Bay, Jamaica

June 2018 - November 2018

Managed team recordkeeping by tracking daily production and inventory used for senior management.

Contributed to successful quality control initiatives and implemented new strategies to improve employee work.

Organized schedules and daily assignments for the team by leveraging individual knowledge and strengths to maximize team success.

Assisted with tasks and work duties during slow periods to maintain team productivity.

Customer Service Agent

Itel-BPO, Freezone, Bay St, James Montego

February 2017 - June 2017

Sales Associate/Cashier

Dufry Jamaica Ltd, Falmouth Ship Pier Falmouth P.O Trelawny Falmouth, Jamaica

Helped customers navigate store, complete sales, and process returns. Boosted sales by building attractive displays and merchandising products. Assisted with receiving, pricing and merchandising.

Explained promotions and special offers to customers. Worked independently but within a team environment.

Met or exceeded individual sales goals and key performance indicators (KPIs).

March 2013 - January 2015

Customer Service Agent (SME- Subject Matter Expert) Xerox ACS Montego Bay, Jamaica

June 2011 - March 2013

Assist truck drivers with any issues they are having with the truck by requesting a technician to go out to assist the driver.

Listening attentively to the issue the driver is describing to ensure we are sending out the correct technician. Assist drivers who are in an accident by dispatching fire, police, and ambulance to the crash site.

Dispatching food and other resources to the driver who is in a snowstorm or any other natural disaster and is unable to leave their location.

Reservation and Sales Rep

e-Services Group International, Delta, James Montego Bay, Jamaica

Assist customers to book domestic US airline reservations with Delta Airlines. Answer customer questions regarding their reservation.

October 2009 - October 2010

Assist customers who have to face a delay or cancellation on their current flight with re-booking on another flight.

Assist customers with their delta SkyMiles accounts and answer any questions regarding SkyMiles.

EDUCATION

Salt Marsh All Age, Falmouth, Jamaica

December 2001

Information Technology CXC, Integrated Science CXC William Knibb Memorial High, Falmouth, Jamaica

August 2006

Certificate Introduction to Digital Marketing Icreate Institute, Montego Bay, Jamaica

January 2020

B.S. Business Administration

University of The People (online), United States

November 2022

REFERENCES

Reference: Available Upon Request

AWARDS

Certificate in Customer Communication Skills Certificate in Reservation Sales Core

VOLUNTEER

Peer Educator

Jamaica Redcross Montego Bay, Jamaica

Communicating with at-risk youth about HIV and STI's.

Provided information regarding testing and treatments that are available. Providing moral support to the youths

January 2018 - Current

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