Customer Service Years Experience

JOB OBJECTIVE - To utilize my knowledge, skills and experience in international trade & investment, diplomatic relations, business administration and client relations to achieve the organization’s goals and long- term profitability.

SKILLS SUMMARY - Total of 22 years in the investment and trade industry – includes 14 years experience in the export trade and investment promotion industry, 4 years experience in planning and execution of conferences, trade fairs and other investment and trade events, and 4 years experience in liaison with international diplomatic representations. 6 years of excellent customer service and client relationship management experience.

PROFESSIONAL EXPERIENCE

Ryla Teleservices 09/2009 – Present

Customer Service Representative

• AT&T Business End User Care Representative

• BENEFEDS Project (Federal Govt Benefits Project)

Work in one or multiple queues/skill sets to complete orders and handle customers’ requests.

Sell/provision wireless services, products, features, equipment/accessories and make recommendations according to customers’ needs on features, accessories, upgrades, plans.

Handle customers questions, complaints, billing inquiries with courtesy, professionalism to resolve issues with one call resolution and to improve customer retention.

Answer customers’ requests/inquiries re services, products, billing, equipment, claims, reports problems.

JAMPRO/JTI 07/1987 – 07/2009

Database Administrator (Administrative Officer) 03/2009 - 07/2009

Enterprise Rating & Upgrading Unit - a European Union Project

• Established and maintained Databases

• Benchmarked scores of assessed Micro, Small and Medium Sized Enterprises

• Prepared contracts for eligible applicants.

Consulting Officer - Export Promotion 03/2008 - 11/2008

• Updated Exporter Database

• Edited Exporter and Supply Directory

• Coordinated participation of exporters in international trade fairs

• Provided information to exporters on the local & international markets.

Information Officer (Customer Service Officer) 04/2002 – 03/2008

• Interviewed potential investors and exporters (calls/walk-ins) in order to provide them with appropriate information.

• Responded to email enquiries

• Entered details of enquiries and interviews on company CRM system.

• Identified prospective trade and investment leads from enquiries/interviews and channeled them to appropriate departments.

• Managed exporter registration activities: issued exporter permit letters, safeguarded exporters’ confidential information and managed the exporter database.

• Assisted in the planning and execution of conferences, trade fairs, seminars, workshops and other events,

• Managed company booth and responded to enquiries at trade fairs.

Administrative Secretary 07/1987 – 04/2002

• Scheduled/managed appointments

• Coordinated monthly reports from all Departments

• Disseminated incoming trade and investment related correspondence to relevant Departments and followed up to meet deadlines

• Assisted in the coordination of visits to/from JTI’s overseas offices, international diplomatic representatives and incoming missions.

• Assisted in the planning and execution of conferences, trade fairs, seminars, workshops and other events.

• Managed company booth and responded to enquiries at trade fairs.

EDUCATION

University of the West Indies

B.Sc. - International Relations, 2007

University College of the Caribbean (UCC)

Diploma - Business Administration, 1995

Pyramid Personnel Services

Certificate - Certified Professional Secretary, 1989

CERTIFICATIONS

• National Career Readiness Certificate - Silver

PROFESSIONAL SKILLS

• Languages: Spanish (Intermediate)

• Computer: Microsoft Office Suite, Internet Explorer, Electronic Project Management

PROFESSIONAL DEVELOPMENT

International Experience/Training:

• Participated in European Union (EU) Market Access Training in Suriname, May 2007

• Project Officer for the coordination of exporters in the Americas Food & Beverage Show in Miami, and Caribbean Gift & Craft Show in Curacao, October 2007;

• Team Member in the coordination of Jamaica’s participation in G15, 2000 Trade Fair & Exhibition in Egypt and Expo 2000 in Germany.

Other Training:

• Certificate: Strategic Investment Promotion Training conducted by International Development Ireland (IDI) 2003;

• Certificate: Export Procedures and Documentation Training conducted by JTI/JAMPRO, 1987;

• Participated in “Key Issues in Strategic Planning & Financial Management for Small & Medium Enterprise” conducted by European Union/JTI, May 2002.

Other Experience:

• Team Member in the organization of G15 Trade Fair & Exhibition 1999, Montego Bay, Jamaica;

References are available upon request.

Contact this candidate