Kayan Blackstock

 Resume’ Kayan Blackstock 102 Veneto Close Bridgeport, St Catherine, JM- Skills Strong communication skills, both oral and written, and strong interpersonal skills Positive Attitude even with disrespectful customers Promoting constant improvement in Customer Experience/ interactions. Excellent data entry skills and ability to navigate multiple computer screens while on the phone Ability to organize, take initiative and follow up independently Ability to think independently and make decisions, while adhering to standards and guidelines Professionalism and enthusiasm Strong customer service orientation to ensure customers are satisfied Work Experience 2021 – 2023 National Recalls LLC Patient Care Coordinator (Remote) Ensure complete and accurate patient registration, which includes recording a patient’s insurance Discuss and consult health history, diagnosis, and needs with patients and family members Educate patients and family members about health conditions, medications, and instructions Follow facility guidelines, healthcare laws, and regulations Contact insurance companies to ensure approval requirements are met Establish and maintain relationships with service providers Maintain professionalism and treat patients with respect 2019 – 2021 Omni Interactions Guest Experience Specialist (Remote) Acted as the first point of contact for guests, vendors, and, occasionally, home owners within a local management office. Responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern. Assisted with the creation and delegation of maintenance and housekeeping tickets. Verified unit availability to assist with scheduling vendor or realtor visits. Met and maintained company standards and metrics such as guest satisfaction, accuracy, efficiency, and inquiry conversion to reservations. Build and maintained business relationships and open lines of communication with other internal support teams. 2017 – 2019 Shadrok Global Business Solutions Collections Agent Analyze customer accounts to determine whether it is considered delinquent Prepare and send notifications of payments past due Assist customers in finding a way to meet financial obligations without getting further behind Place phone calls to customers to remind them of payments and account balance Prepare delinquent account reports for management 2011 – 2017 Xerox BPO Jamaica Quality Analyst – Level 111 Performed call monitoring and provided trend data, quality reports, and feedback to management staff. Reviewed email responses to Members and provided trend data, quality reports, and feedback to management staff. Participated in design of call / email monitoring formats and quality standards. Used quality monitoring data management system to compile and track performance at team and individual level. Participated in company listening programs to identify customer needs and expectations. Provided actionable data to various internal support groups as needed. Coordinated and facilitated call calibration sessions for call center staff. Performed other duties as assigned. Customer Support Specialist Processed customer returns by following company policies and procedures. Answered customer questions about products and services using knowledge of in-depth product knowledge and technical computer skills. Interpreted and communicated policy changes to customers in a way that helps them understand why policies were changed. Provided information about the status of an order or shipment, processing returns, and answering questions about shipping rates or methods. Received and processed orders for products or services from customers via phone, email, live chat, and other communication platforms. Processed payments by taking credit card information over the phone or online through websites. Provided information about products or services via email or social media channels. Handled customer complaints regarding orders that were damaged or incorrect. Education BSc Human Resource Management, UWI, Ja.Aug 2014 – May 2018 (7) CSEC Passes, Glenmuir High SchoolSept. 1993 – July 1999 References Available upon request