Client Services & Recruitment Leader with 8+ Years Experience
Resume:
Lucea, Hanover, Jamaica
Risa Edie
Professional Summary
I am an expert in customer service,
recruitment, training, and team leadership
roles with over 8+ years of experience. I have
proven ability to exceed KPIs, improve team
performance, and deliver high quality service
in fast-paced remote and on-site
environments. Skilled in tools such as
Salesforce, ICIMS, CRM, etc to support
recruiting, training, reporting, and customer
engagement. Recognized for building strong
candidate pipeline, improving team
productivity and delivering excellent
customer service and professionalism skills.
Twain Grizzle
Education
High School Diploma
Green Island High School
June 2014
Qualifications
Subjects (CXC)
Principles of Account
Principles of Business
Information Technology
English A
Social Studies
Electronic Document Preparation
Management (EDPM)
Office Administrations
******.*******@*****.***
Technical Skills
ICIMS
Salesforce
Calendly
Criteria
Nextiva
Microsoft Applications – Excel,
Word, SharePoint, OneNote,
PowerPoint, Outlook, Teams
Zoom
Google Workspace
Workday
CRM
CITRIX
Professional Experience
Instructor/Trainer - Reservation Specialist (Contract) Arise Remote Feb 2024 – Dec 2024
I started as a Inbound Reservation Specialist which included:
Managed 60+ inbound calls daily, assisting customers with bookings and service inquiries.
Promoted upgrades and additional services while meeting quality metrics above 95%.
Maintained accurate customer records and reservation documentation. I was promoted to a Instructor/Trainer where my job was to:
Delivered fast, friendly, solution-focused customer service via phone, email, and live chat.
Managed high-volume calls, resolved inquiries and complaints, scheduled appointments, and supported sales conversions.
Processed new customer enrollment applications with accurate database entry.
Supervised team work flow, set performance goals, and monitored productivity, improving performance from 80% to 95%.
Provided coaching, feedback, and performance reports to support business decisions and determine rewards/promotions.
Issued task assignments, prepared documentation for disciplinary actions, and facilitated communication between management and staff.
Provided coaching, feedback, and performance reports to support business decisions and determine rewards/promotions.
Presented team performance summaries and progress updates in meeting.
Talent Acquisition Recruiter (Freelancer)
BroadPath Healthcare Solution Remote Oct 2021 - Oct 2023
• Conduct 1st and 2nd Interview, screen, and pipeline over 30-50 candidates daily via telephone, text message, and email.
• Attend daily meetings to discuss recruiting goals to meet clients’ expectations
• Evaluate candidate's qualifications.
• Meet call count of 30+ calls daily and recruiting targets of minimum of 5 interviews with 2+ hires per day
• Present qualified candidates to clients.
• Provide details of the project, rate of pay, hours of operation, benefits, etc.
• Manage job postings and source for new applicants from vendors such as Indeed and LinkedIn.
•Verify and update candidates profiles using Salesforce and ICIMS. Manage and schedule interviews daily manually or have candidates schedule using Calendly.
•Send emails and text message regarding candidate application statuses, sending rejection email, explain schedule adherence, request assessment completion and explaining project overview.
Customer Care and Sales Representative - Customer Service Supervisor Advanced Call Center of Technologies Montego Bay, St. James Nov 2016
- Oct 2021
I started as a Customer Care/Sales Representative for 2 years duties included handling high inbound and outbound call volumes regarding:
• Delivered exceptional customer support by handling over 50+ inbound/outbound in a professional and timely manner.
• Resolved customer complaints efficiently, ensuring high customer satisfaction and retention.
• Processed orders, payments, and account updates accurately while maintaining detailed CRM records.
• Educated customers on products, services, promotions, and policies to drive informed purchasing decisions.
• Identified sales opportunities through upselling and cross-selling techniques to increase revenue.
• Consistently met and exceeded Key Performance Indicators (KPIs) including Quality 90%, AHT 400, FCR 85% and revenue targets. I was promoted to a Customer Service Supervisor for 3+ years where my job was to:
• Reviewed recorded and live calls to ensure compliance, while offering feedback that enhanced team confidence and productivity.
• Prepared documentation for verbal, written, and final warnings, including referrals for disciplinary action when necessary.
• Participated in collaborative calls and team performance meetings, delivering presentations on weekly team results and progress.
• Issued daily instructions and task assignments to agents to maintain operational efficiency.
• Maintained accurate timekeeping records and ensured compliance with attendance policies.
• Addressed and resolved complex customer issues through phone, email, and live chat support, including escalations.
• Monitored employee productivity, providing coaching and feedback that improved team performance from 80% to 95%.
Technical Support Agent
Conduent - United Health Care Montego Bay, St. James Nov 2015-Oct 2016
•Assisted customers with account setup, password resets, troubleshooting, and website navigation.
•Managed 50–80 calls daily while maintaining quality scores above 98%. Soft Skills
Excellent problem-solving skills
Clear, positive, and cooperative
verbal and written communication
skills
Ability to quickly reference and
apply resources, guides, and job
aids to resolve caller inquiries and
complete tasks accurately in a fast-
paced environment
Experience navigating multiple
systems, tools, and screens
simultaneously while maintaining
actively engage with callers over
the phone
Experience handling high call
volumes
Self- motivated with the ability to
work with peers in a team effort
and independently resolve issues
Strong data entry skills, computer
literate and proficient in Microsoft
Office and industry-related
software programs
Ability to effectively multitask and
to possess excellent attention to
details
Demonstrated ability to manage
multiple priorities and deadlines
Capability to efficiently complete
tasks in a fast-paced environment
Ability to collaborate effectively
Detailed oriented
Solution driven
Adaptability skills
Reference: Available upon request.
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