Amoya Johnson

Amoya J. Johnson 1 Smith Street Woodford Park , Kingston, Jamaica,-,- PROFILE Dedicated and results-driven professional with a resilient and compassionate approach, committed to elevating standards and inspiring colleagues to achieve excellence. Guided by the philosophy that success originates from personal determination, regardless of background. E M P L OY M E N T H I S TO RY Jul 2023 — March 2024 Care Advocate, 24-7 Intouch CX Montego Bay • Proactively addressed escalated calls, demonstrating expertise in navigating complex situations. • Managed and documented escalated cases meticulously, ensuring accuracy and compliance. • Navigate high-pressure scenarios with a calm and composed demeanor, ensuring clients feel supported during critical moments. • Serve as a steadfast advocate for clients, actively listening to their concerns and championing their needs within the organization. • Maintain meticulous records of escalated calls, capturing pertinent details and documenting resolutions. Nov 2022 — Dec 2022 Team Leader, 24-7 Intouch CX Montego Bay • Led and motivated a high-performing team to achieve departmental goals and exceed performance targets. • Provided guidance, coaching, and mentorship to team members, fostering a positive and collaborative work environment. • Conducted regular performance evaluations, identifying strengths and areas for improvement. • Implemented effective communication channels to ensure seamless coordination among team members. • Implemented proactive measures to prevent and mitigate potential conflicts among team members. Oct 2021 — Nov 2022 SME, 24-7 Intouch CX Montego Bay • Effectively addressed diverse caller needs encompassing sales, service, and account issues. • Managed a high volume of incoming calls, chat messages, and email communications to promptly resolve customer concerns. • Skillfully identified and addressed the root causes of product malfunctions, ensuring swift resolution and crediting affected customers. • Proficiently referred unresolved customer grievances to designated departments for specialized resolution. Mar 2020 — Oct 2021 Customer Service Agent , Advantage Communications Kingston • Directed and optimized customer calls in a dynamic call center setting, ensuring swift and efficient resolution of inquiries and service complaints. • Proactively delivered fast and friendly service, demonstrating a commitment to customer satisfaction. • Implemented strategic follow-up procedures to provide additional support and gauge resolution satisfaction. • Managed diverse tasks, including handling inquiries, addressing billing questions, processing payments, and managing service requests to maintain high levels of customer contentment. Jan 2019 — Dec 2019 Sales Agent , Fusion BPO Services Kingston • Orchestrated compelling presentations highlighting key selling points, features, and benefits, employing sophisticated consultative selling strategies to influence customer decisions. • Elevated productivity by demonstrating exceptional call control techniques and deploying nuanced sales scripts effectively, ensuring a streamlined and impactful communication approach. • Leveraged advanced functionalities within Salesforce to meticulously document sales calls, customer interactions, and completed sales, thereby contributing to a comprehensive and data-driven approach to sales management. E D U C AT I O N Sep 2018 — Jan 2019 Customer Engagement Operation Level II Certificate, Heart Trust/NTA Kingston 2011 — Jul 2014 Diploma, Dunoon Park Technical High School Kingston 2014 — Jun 2015 Certified Nail Technician, DJ's Beauty School of Technology Kingston SKILLS Fast Learner Expert Adaptability Expert Ability to Work Under Pressure Expert Communication Skills Expert VO L U N T E E R Jun 2018 — Sep 2018 Receptionist Effective Time Management Expert Customer Service Expert Leadership and Teamwork Expert Dedicated team player Expert