Jodi Ann Dill

JODI-ANN DILL-+1 - Spanish Town P.O., St. Catherine, Jamaica Female Jamaican linkedin.com/in/jodi-ann-dill-70bb1823 EDUCATION PROFILE Bachelor of Science in Business Administration University of the People (UoP), California, USA Jun 2023 - Present I am a support specialist with over a decade of experience in data analysis, account management business intelligence, digital marketing, customer support operations, talent acquisition, and customer service intertwined with a passion for learning and innovation. Master in Big Data and Business Intelligence ENEB - European Business School of Barcelona, Barcelona, Spain, Barcelona, Spain Jun 2023 - Present Bachelor of Science in Guidance and Counselling The Mico University College, Kingston, Jamaica Sep 2011 - Sep 2015 SKILLS EMPLOYMENT Marketplace Talent Acquisition Sep 2023 - Apr 2024 Specialist - Remote GigCX Marketplace, Ontario, Canada Collaborated with the hiring team to identify staffing requirements and defined job specifications Provided comprehensive recruitment support to source 400plus agents monthly and fulfilled their needs quickly, from initial job qualification to final hiring and onboarding Built and maintained effective relationships with hiring managers to understand and fulfill staffing needs Acquisitions Tracked and reported on recruitment activities, including recruitment performance and staffing metrics Business Operations Ensured all recruitment practices complied with company policies and legal standards BPO Call Calibration Call Centre General Manager - Remote Internship Sep 2023 - Dec 2023 GetThere Tutoring, Kingston, Jamaica Operations management in tutoring/student/academic calendar processes Maintained standard operating procedures of the tutoring company Chat Rooms Processed payroll and human resources management of 20 staff members, 30 plus students, and guardians Copywriting Accompanied the learning process and communicated with the student guidance team Customer Service CRM Software CSS Prepared weekly reports for upper management Fulfillment Engagement Specialist Jun 2023 - Sep 2023 Remote Varsity Tutors - VT4S Division, Missouri, USA Developed technical documentation for internal and external use Worked on school implementations and provided technical support when the implementation dashboard developed Data Analysis technical errors Emails Audited tutoring sessions to determine compliance with individual school requirements Fraud Reduction Performed talent acquisition duties for tutor, group instructor, and educator roles (all independent contractors) Google Cloud Handled the tutor-setup process in the tutor marketplace including supporting applicants via phone, chat, and email Gorgias Graphic Design Onboarding Specialist - Remote Mar 2023 - May 2023 Deel - Employer of Records Division, San Diego, California, USA Processed work authorizations, payroll, and compliance documentation Created 30-plus remote work contracts daily Human Resource Management Reviewed daily imports (hires), tracked processing dates, and coordinated the timely processing of transactions HTML Collaborated with stakeholders to confirm discrepancies and made corrections to work contracts Hubspot Utilized written unit procedures and other documentation to perform duties Implementations Information Technology Customer Support Specialist - Remote Jul 2022 - May 2023 Modsquad, California, USA Reduced escalations and fraud cases by 30% thus increasing efficiency in operations JavaScript Communicated with 2000-plus customers weekly through various channels (including, but not limited to chat, email, phone, and social media) Jira Used a consultative and empathetic approach in delivering customer support resulting in a positive customer experience Live Chat Achieved monthly quality assurance scores averaging approximately 90% Mail Channels Ensured customer satisfaction and timely issue resolution Marketing Microsoft 365 Care Companion - Remote Oct 2022 - Mar 2023 Care Solace - Screening Division, San Diego, California, USA Processed in-take forms in the screening department for 100plus patients weekly with internal/external healthcare partners Notion Monitored patients’ physical and mental health and keeping accurate records Operations Management Maintained a 95% success rate with mental help processes for patients Programming Languages Provided emotional support and reassurance to patients and their families Project Management Educated K-12 grade kids and families about mental health issues and processes Product Knowledge Python Recruiting General Manager - Remote Jul 2017 - Jan 2023 Paper Nerd Jamaica, St. Catherine, Jamaica Created financial and operational targets for the business Implemented strategies and plans to drive growth and efficiency for small businesses and their social media processes Built relationships with stakeholders, including customers, suppliers, and partners Salesforce Oversaw all aspects of the business, including sales, marketing, finance, HR, and operations Sales Executed day-to-day operations Slack Social Media Supervisory Management Talent Acquisition Technical Support Tickets Troubleshooting Quality Assurance Analyst - Remote Jul 2022 - Oct 2022 D&D Universal Homes LLC/Strategae, New York, USA Analyzed real estate and healthcare call calibrations Tracked key quality assurance metrics for improvement strategies Monitored KPIs, tracked quality metrics, and provided regular analytics reports to upper management Worked with a large amount of information and structured it accordingly Drove the implementation of improved customer engagement strategies to increase agents’ efficiency by 30% Customer Support Agent - Remote Sep 2020 - Aug 2022 Influx Incorporation, Melbourne, Australia Handled 1000-plus weekly calls, chats, and emails Voice Calls Kept records of customer support interactions, transactions, comments, and complaints Workflows Achieved monthly quality assurance scores averaging 95% Zendesk Met deadlines in a fast-paced environment resulting in a weekly customer satisfaction rating of 85% Zoom Helped in providing technical support to customers via email, phone, or chat LANGUAGES English C1 (UK & US) Customer Service Representative - Lyft Mar 2016 - Jan 2017 & Amazon Ibex Global Incorporation, Kingston, Jamaica Handled 200 plus inbound and outbound calls plus emails daily Netted 80% conversion rate monthly through sales follow-ups QUALITIES Active Listening Business Acumen Clear Communication Customer Oriented Emotional Intelligence Empathy Multi-tasking Problem-Solving Teamwork Time Management Work Independently Achieved a 90% average for monthly agent KPIs Helped in identifying and documenting bugs or issues in the Lodgify software Modified data about product offerings in the knowledge base Engagement Specialist - BJ's Apr 2015 - Mar 2016 Wholesale Club Startek Incorporation (formerly Accent Marketing), Kingston, Jamaica Handled 200-plus inbound calls and emails daily about services Managed and exceeded multiple performance-related targets of 90% monthly to contribute to the team's goals Efficiently worked through tickets via voice calls, live chats, email, and social media channels Helped to troubleshoot complex technical issues related to ecommerce software Minimized escalations by 10% monthly