Akeba Goulbourne

Akeba Goulbourne​ Manchester, Jamaica​ Email:-|- Phone: -​ LinkedIn: www.linkedin.com/in/akeba-goulbourne-23a76122b PROFESSIONAL SUMMARY Results driven Sales/Customer Service Professional with 5+ years of experience in remote and high volume call center environments. Skilled in customer support, live chat, sales, and debt collections, with a proven ability to enhance customer satisfaction and retention. Adept at handling inbound/outbound calls, chat support, CRM tools (Citrix), and troubleshooting customer concerns efficiently. Strong multitasking, problem-solving, and time management abilities. Looking for a remote customer service, sales, or chat support role to leverage expertise in client relations and revenue growth. PROFESSIONAL EXPERIENCE Outbound Sales Cold Calling Sportingley Ltd.| MG-Marketing Remote Contract (B2B, B2C) &, United Kingdom| JanuaryMarch 2025 ●​ Made 10-15 outbound calls per hour to identify and engage potential sponsors through phone and email communication. ●​ Developed and presented customized sponsorship proposals to align with client needs and objectives. ●​ Negotiated sponsorship agreements, ensuring mutually beneficial terms and maintaining strong relationships with sponsors. ●​ Monitored sponsorship progress, ensuring all terms and obligations were met throughout the partnership. ●​ Maintained accurate records of communications and sponsorship status for efficient follow-up and reporting. Customer Service Representative (Soft Sales) & Live Chat Agent Advantage Communications | Kingston, Jamaica | April 2022 - January 2024 ●​ Managed 50+ inbound customer interactions daily, delivering personalized solutions to enhance customer experience and retention. ●​ Handled multiple chat conversations simultaneously across 13+ website platforms, resolving customer concerns with speed and accuracy. ●​ Utilized CRM tools (Citrix) to track customer interactions, ensuring a seamless support experience. ●​ Exceeded sales goals by upselling and cross-selling products, contributing to revenue growth. Customer Service Representative Horizon Telesource | Freeport Montego Bay, Jamaica | October 2018 - January 2021 ●​ Processed 50+ customer inquiries per day, providing professional and friendly service to improve customer loyalty. ●​ Maintained and updated a customer database of 1,000+ clients, ensuring accurate records in CRM software. ●​ Resolved billing disputes, answered inquiries, and promoted additional services to enhance customer satisfaction. ●​ Developed rapport-building techniques to ensure high customer engagement and trust. Debt Collections Agent Teleperformance (Alliance One) | Freeport Montego Bay, Jamaica | July 2016 - January 2017 ●​ Negotiated customized debt repayment plans tailored to customer financial situations, ensuring feasible solutions. ●​ Advised customers on debt repayment strategies, maintaining professionalism in sensitive conversations. ●​ Consistently met monthly collection targets, contributing to overall debt recovery success. ●​ Upselling and meeting sales & conversion targets. EDUCATION & CERTIFICATIONS ●​ Nursing Assistant Certification (American Medical Certification Association AMCA) – Institute of International Recognized Qualifications, Montego Bay, Jamaica (2017) ●​ High School Diploma – Cambridge High School, Cambridge, St. James, Jamaica (2015) ●​ City & Guilds Level 2 Mathematics & City & Guilds Level 3 English TECHNICAL & SOFT SKILLS ●​ ●​ ●​ ●​ Customer Service & Live Chat Support Sales & Customer Retention Strategies CRM Software (Citrix, Salesforce, Zendesk) Microsoft Office Suite (Word, Excel, Outlook) ●​ ●​ ●​ ●​ Debt Collections & Payment Negotiation Conflict Resolution & Problem-Solving Time Management & Multitasking Remote Work & Virtual Team Collaboration ADDITIONAL INFORMATION ●​ Available for remote roles in customer service, sales, and chat support. ●​ Flexible schedule, including weekends and evenings. ●​ Experience working with international customers across various industries.