Operations & Customer Experience Leader with 10+ Years

Rushane Frazer

Montego Bay, Jamaica

Phone: 876-***-**** Email: ***************@*****.***

PROFESSIONAL SUMMARY

Results driven professional with over 10 years of experience demonstrating success in resolving customer concerns, improving operational efficiency, maintaining quality standards, and supporting business objectives in fast- paced customer-facing and technical support environments. Recognized for strong written and verbal communication skills, problem solving abilities, attention to detail, and the capacity to manage multiple responsibilities while delivering exceptional customer experiences. Consistently reliable and punctual and proven ability to work independently and within teams. Fluent in English

PROFESSIONAL SKILLS

• Warehouse Coordination •Compliance Documentation •Data Entry

•Inventory Control •Account Management •Records Management

•Product Inspection •Billing Resolution •Consultative Selling

•Network trouble-shooting •Collections Negotiation •Onboarding Processes

•Hardware/Software Support •Customer Technical Support •Installations

PROFESSIONAL EXPERIENCE

Dufry Jamaica, Merchandising Coordinator- April 2025- Present

•Coordinate product placement and merchandising standards.

•Maintain inventory accuracy and assist with stock movement and tracking.

•Support efficient warehouse workflows and operational effectiveness.

National Pen, Quality Inspector- November 2023- January 2025

•Performed quality inspections on customized products before production and shipment.

•Identified process improvement opportunities to enhance customer satisfaction.

•Maintained detailed quality records and compliance documentation.

•Evaluated customer interactions by grading calls to ensure high quality standards are prioritized.

National Pen, Credit Collections Specialist- June 2021- October 2023

•Managed high volume of customer accounts and resolved billing inquiries.

•Processed payments and updated account records with accuracy.

•Negotiated payment arrangements while maintaining positive customer relationships.

•Consistently achieved departmental collection targets.

MiFi Jamaica Limited, Office Administrator/ IT Technical Support Specialist- December 2018- April 2020

•Coordinated and tracked operational tasks and administrative activities to ensure timely completion.

•Conducted internet modem diagnostics and troubleshooting.

•Performed Wi-Fi configuration, network support services, and resolved hardware and software issues.

•Assisted with modem installations and customer technical support.

Laparkan Global Freight & Logistics Solutions, Customer Assistant- November 2017 -November 2018

•Assisted with logistics coordination and shipment related activities.

•Resolved shipment issues and strengthened customer satisfaction.

•Supported administrative functions and customer service operations.

Nearshore, Loan Officer/ Sales Representative- May 2015- September 2017

•Identified opportunities to recommend solutions that aligned with the customer’s financial needs.

•Assisted new customers through onboarding and account setup processes.

•Built strong customer relations through consultative sales techniques.

Alliance One, Reservation Agent- March 2014 -April 2015

•Maintained accurate data entry and administrative records.

•Assisted supervisors and administrators with daily operational activities.

•Responded to customer inquiries and routed incoming calls appropriately.

EDUCATION

Kenilworth HEART Academy

Level III NVQ-J Certification - Business Administration - 2013

Anchovy High School

Diploma- 2012

Caribbean Secondary Education Certificate CSEC/CXC

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