Jully Ann Samuels

Jully-Ann Samuels Customer Service Agent SUMMARY Customer Service Agent with 15 years of experience delivering exceptional support and resolving inquiries across diverse communication channels. Proven track record in technical support, billing assistance, and fostering positive customer relationships. Seeking a Customer Service Agent role to leverage skills in customer care, time management, and analytical problem-solving to enhance customer satisfaction. WORK EXPERIENCE Kingston, Jamaica EDUCATION High School Diploma, General Education, Mt. Alvernia High 06/1996 Primary School Certificate, General Education, Chetwood Memorial Primary SKILLS Customer Care Sales Office Management Time Management Analytical Skills CERTIFICATIONS CXC Clothing & Textiles CXC English Language CXC Food & Nutrition Customer Service Agent, Modsquad 12/2024 – Present Deliver exceptional customer support by addressing inquiries and resolving issues effectively across multiple communication platforms. Ensure high levels of customer satisfaction by promptly responding to and managing customer interactions. Utilize various communication channels to maintain seamless and efficient customer service.. • • • Supervisor and Quality Analyst, Arise Virtual Solutions 05/2023 – 12/2024 Facilitated client meetings and collaborative sessions to align service objectives and performance goals. Monitored agent performance to maintain call flow efficiency and ensure adherence to client policies. Ensured achievement of client and management targets through diligent oversight and quality analysis. • • • Customer Service Agent, Itel BPO 07/2021 – 05/2023 Delivered expert technical support and billing assistance, leading to high customer satisfaction through effective problem resolution. Managed a significant volume of inbound inquiries, ensuring prompt and accurate identification and resolution of issues. Cultivated positive customer relationships by consistently providing reliable and courteous service. • • GCE Human and Social Biology CXC Typewriting • Supervisor and Quality Analyst, Jamaica Agent Services Ltd 05/2018 – 07/2021 Supervised call traffic and improved agent productivity by enforcing schedule adherence and monitoring performance. Delivered comprehensive training to customer service representatives supporting Amazon.com and Amazon.ca operations. Managed and resolved customer inquiries for Amazon.ca, maintaining exceptional service standards. • • • Customer Service Agent, Advantage Communications 03/2017 – 01/2018 Resolved customer inquiries with precise information, ensuring effective issue resolution while maintaining high satisfaction levels. Maintained stringent service standards, consistently meeting and exceeding client needs and expectations. • • Customer Service Agent, PROSTARS Outsourcing Solutions 12/2015 – 12/2016 Monitored performance metrics to ensure consistent achievement of client objectives, contributing to maintaining high service standards and client satisfaction. Managed agent attendance and login adherence, enhancing operational efficiency and ensuring alignment with company protocols. • • Warehouse Staff, Peta-Gaye's Wholesale 01/2005 – 12/2009 Streamlined product organization and storage, maintaining precise inventory control and enhancing retrieval processes. Provided high-quality customer service, effectively resolving inquiries and achieving customer satisfaction in product management. • • Library Assistant Trainee, HEART SL-TOP 01/2001 – 12/2002 Cataloged and organized library materials to enhance resource retrieval efficiency, significantly improving user access and experience. Assisted students with homework, contributing to their academic understanding and performance. • •