Britney Simpson

BRITNEY SIMPSON Kingston, Jamaica. Email:- Philosophy: Success is the sum of small efforts- repeated day in and day out. Education: • University of the West Indies (UWI) Honours and Awards: • • • • President of Debating Society Head Prefect Student Council Member Valedictorian of the Class of 2015 Qualifications: CXC: • Mathematics: • English A • Biology • Chemistry • Physics • Social Studies • Agricultural Science • Additional Mathematics • Spanish • CAPE ASSOCIATE DEGREE: • • • • • • • • Caribbean Civilization Biology Unit 1 Chemistry Unit 1 Physics Unit 1 Biology Unit 2 Chemistry Unit 2 Physics Unit 2 Communication Studies DEGREE: - Bachelor of Science in General Chemistry (major) and Business Administration (minor) (Pending) Employment Experience: AT&T: Sales and Customer Service Support- via Voice. Role: Assisted both active and disconnected customers with billing while convincing them to add additional packages or reconnect their cable and internet services. Tenure: Over 10 months. Grubhub: Customer Service Representative - via Chats, Voice, Tickets and Email. Role: Assisted customers with their food orders and billing by contacting restaurants and drivers to ensure orders were quickly and efficiently delivered. Tenure: Over 5 months. 1-800-Flowers.com: Remote Customer Service Representative- via Voice and Email. Role: Assisted customers with choosing appropriate items for each occasion while building rapport and upselling additional services. As well as de-escalation of customers who did not receive ordered items and billing. Tenure: Over 4 months Cox Communication: Remote Sales, Technical, and Billing Support- via Voice and Chats. Role: Technical Support: Helped customers with internet, telephone, and cable outages by troubleshooting signals and equipment and/or scheduling technical appointments as well as providing updates on technical visits. Assisted customers with explanations of monthly bills, billing disputes, and promotional offers. Informed customers of new/existing products and services and how it would be beneficial for them to take advantage of such great deals as the value outweighs the cost. Tenure: Over 15 months. Alliance Health: Remote Workforce Analyst and Mobile Dispatcher via Email and Text Messaging (Independent Contractor). Role: Dispatched and managed the schedules of medical technicians: I was responsible for scheduling the technicians based on the availability of the technicians and the preferred time of testing submitted by the patient. I was also responsible for dispatching the technicians according to their respective locations and de-escalating of patients for the best results if they were having issues while sending their results for required tests to them. In addition, I assisted with the payroll for the technicians. Tenure: Over 13 months. AMECX Solutions: Remote Debt Collections Agent via Voice and Email (Independent Contractor) Managed a portfolio of 120+ accounts, successfully recovering over $250,000 in aged receivables. Negotiated payment plans and payoff deadlines with debtors, ensuring timely payments and reducing delinquencies. Processed and analyzed 20+ exception cases per week while communicating complex issues in an easily understandable way to customers. Performed 40+ daily outbound calls to customers and other financial institutions, finalizing settlements promptly. Successfully resolved over 60 percent of assigned collections, documenting all collection attempts accurately. Tenure: 8 months AMECX Solutions: Remote Trainer for Customer Service and Debt Collection Accounts (Independent Contractor) Role: Designed and implemented comprehensive training programs for new hires in debt collection, enhancing team competencies and performance. Oversaw daily operations of debt collection teams, ensuring adherence to industry regulations and company policies. Analyzed account performance data to identify trends and develop strategies for improving collection rates and customer satisfaction. Conducted regular performance evaluations, providing constructive feedback and coaching to team members. Tenure: 11 Months Care Solace: Remote Care Coordinator via Voice and Email (Independent Contractor) Role: Provided support and guidance for mental health service seekers. Assessed clients’ needs meticulously to match them with appropriate mental health services formed the core of the responsibilities. Collaborated with a network of providers and ensured that each individual received tailored care. Maintaining accurate records and adhering to confidentiality standards were essential, alongside managing schedules and tasks efficiently through Google Suite to facilitate the delivery of effective mental health care. Tenure: 15 months Go-global Jamaica: Remote Collections Lead Specialist and Executive Assistant to the Managing Director via Voice and Email (Independent Contractor) Role: Led a team of collection specialists, driving efforts to meet and exceed recovery targets for a diverse portfolio of business accounts that customs clearance was done for. Served as a primary point of contact for high-priority clients, facilitating negotiations and resolving complex account issues. Coordinated with the Managing Director to develop and implement policies that improved operational efficiency and debt recovery processes. Managed administrative duties for the executive office, including scheduling, correspondence, and preparation of reports for the director. September 2023 - Present Social Media Manager: SmartOfferz: I was responsible for developing strategies to increase followers, creating and overseeing social campaigns, content creation, advertisements, reviewing analytics, and communicating with the key stakeholders in the company. I worked acidulously to take their follow count from 2000 to over 6000 followers in 2 years organically on Instagram. AfeastJa: I was responsible for developing strategies to increase followers, content creation, advertisements, reviewing analytics and communicating with the key stakeholders in the company. I worked acidulously to take their follow count from 52 followers to over 1100 followers in 3 months organically on Instagram. Summer Employment: • • • - • • - GoGlobal (Ja) Ltd - Personal Assistant to the operations manager W&B Enterprise- Cashier Tax Administration Jamaica (Customer Service and administrative duties) Portmore Community College (Administrative assistant) Eltham High School (IT lab) Volunteer Programs: • Friends of Annie Charity: We visited children, played games, and educated them in various subjects as well as did food drives and sought donations to assist with food and other necessities. Tenure: 1 year Duties and Skills: Customer Service Support: ➡️ Provide prompt and friendly customer service via voice, chat and email. ➡️ Address inquiries, resolve issues, and ensure client satisfaction. ➡️ Maintain a professional and empathetic tone in all interactions. Administrative Tasks: ➡️Calendar management: Schedule appointments, meetings, and reminders. ➡️Email management: Sort, prioritize, and respond to emails efficiently. ➡️ Data entry: Accurate input of information into spreadsheets or databases. ➡️ Document preparation: Create and format documents using Microsoft Word or Google Docs. ➡️ File organization: Organize files, folders, and digital assets. Sales Support: ➡️ Assist with lead generation and prospect research. ➡️ Prepare sales materials, presentations, and proposals. ➡️ Follow up with potential clients and manage sales pipelines. ➡️ Coordinate sales meetings and track progress. Software Proficiency: • Microsoft Office Suite Google Suite Other Tools: • • • • • • • • • • • Slack Salesforce Calendy Zendesk Zoom Todolist Asana Hubspot Five9 Call Metrics WhatsApp References: Available on Request