Lennox Lumley

- LENNOX DANE LUMLEY Customer Service Guru/Knowledge Management Specialist Montego Bay •-•- https://www.linkedin.com/in/noxx357/ ► ► ► Spearheaded the creation of Deel’s internal and customer-facing Health & Safety Training content. Created all relevant articles for each country and master articles. Led from start to finish the benefit update requiring EORs to be covered for glasses in the EU. It was expected to take one month to complete, but I completed it in just under 2 weeks. Created tens of fillable US tax forms and added them to the Deel platform, which were expected to make the tax filing process easier for US EORs going forward. PROFESSIONAL EXPERIENC E Deel, USA (Remote) • Content Writer • • • Crafted and maintained knowledge articles for Deel's EOR Employees and Clients. Completed the full migration of all country content and knowledge articles from Notion to Deel's internal CMS. Spearheaded several knowledge documentation projects, including Medical Exams, Health & Safety, Severance Pay. VISTA JAMAICA LTD, Montego Bay • Knowledge Management Specialist • • • • • • • • • • 2023 – 2024 2022 – 2023 Writing and publishing content for Vista's internal and external customers. Making recommendations to inform content strategy. Managing several complex projects simultaneously with a sense of urgency. Collaborating with multiple teams to gain alignment on content strategy and execution planning. Collecting data and insights to inform strategic decisions. Identifying opportunities to improve content development processes. Providing content support for escalations or urgent situations. Owning and driving continuous improvements to Vista's content and content authoring system. Analyzing Help Center usage, customer support data, and user feedback to continuously improve Help Center documentation VISTA JAMAICA LTD, Montego Bay • SENIOR ADVISOR, CUSTOMER CARE GLOBAL SOLUTIONS • • • • Handle sensitive online payments and high-level customer escalations from irate customers and those with complex requests. Process back-office tasks and action help desk tickets assigned to the CSS department. Provide jaw-dropping service to all customers, thus building repeat business and customer loyalty. Create learning aids, including job aids and infographics, to help disseminate information. VISTA JAMAICA LTD, Montego Bay • CUSTOMER SERVICE SPECIALIST • • • • • • • • • • • 2011 -2014 Analyzed complex scenarios and, using creative problem-solving skills, turned those challenges into mutually beneficial opportunities. Utilized strong problem-solving and communication skills to make changes in workflows that increased service efficiency and improved customer service. Focused teams on business objectives and tracked progress to ensure milestones are completed on time with the desired results and continuous improvement of key performance indicators (KPIs). Aided in the creation and organization of events, including quarterly and annual recognition programs. Xerox, Montego Bay • Subject Matter Expert • - Established and maintained relationships with clients and ensured prompt feedback to their questions. Assisted the planning and management teams to test new and existing Customer Care processes. Consistently exceeded KPI targets and performance goals Responded to emails, private messages, and comments on social media platforms, ensuring consistent brand voice was applied. Xerox, Montego Bay • CUSTOMER CARE SUPERVISOR • 2015 – 2022 2009 – 2011 Streamlined existing systems and processes by closing obsolete and ineffective mechanisms and engaging in programs that have proved to be consistent in achieving reliable outcomes. Answered customer service representatives' queries about product coverage and offerings. Handled customer calls to the call center and provided creative solutions to high-level customer escalations. Aided in the training of new hires as well as upskilling tenured customer service representatives. Created reference material for customer service representatives to use daily. Xerox, Montego Bay • Helpdesk Coordinator • • • • Primary contact for all IT-related issues from all business units within the company. Offered customer service support and problem resolution for office automation applications, personal computers, and printers via a remote computer connection, telephone, and e-mail. Responded to high-level system error requests from end-users and provided prompt resolutions for system faults or user errors. Facilitated user testing for all systems in a live production environment before migrating all customers to the new systems. Xerox, Montego Bay • Customer Service Representative • • • • • • • 2008 – 2009 Consistently achieved 100% scores in all areas of customer service, including active listening, leadership skills, problem-solving, and friendliness. Established and maintained relationships with clients and ensured prompt feedback to their questions. Assisted the planning and management teams to test new and existing Customer Care processes. E-SERVICES GROUP INTL, Montego Bay • Customer Service Representative • 2009 2005 – 2007 Provided functional guidance, support, and assistance to customers to ensure the best care is given to all customers. Delivered an excellent level of customer service, addressed difficulties, and discussed the benefits of additional services. Recognized for being upbeat, intelligent, and customer focused. Fostered long-term partnerships with clients; took time to consider each client's particular situation and to recommend suitable products for their individual medical needs; followed up with clients regularly to ensure customer satisfaction. Consistently achieved 100% scores in all areas of customer service, including active listening, leadership skills, problem-solving, and friendliness. EDUCATION The University of the West Indies (UWI), Harrison House, Orange Street, Montego Bay Certificate of Distinction - Supervisory Management • 2017 (3 months) Montego Bay Information Technology Training Centre (M.I.T.T.C) Montego Freezone, Freeport, Montego Bay Certificate of Completion - Data Entry Operations & Computer Skills • 2003 (3 months) Almena Computer School - St. Claver’s Avenue, Montego Bay, St James Certificate in Computer Repairs - Computer Technician • 2003 (3 months) Caribbean School of Business - Church Street, Montego Bay, St James 6 CXC Passes • Sep 2000 - Jun 2001 Cornwall College - Orange Street, Montego Bay, St James • Sep 1996 - Jul 2000 CERTIFICATIONS • • • • • • • • • • • • • • • • • • Certificate of Completion - Training Partner Training (2017) Certificate of Completion - Virtues Workshop (2016) Certificate in Customer Communication Skills (Distinction) - Awarded March 2008 Certificate of Appreciation & Plaque for Outstanding Leadership - Awarded May 2009 Employee of the Month - Awarded December 2009 Certificate of Appreciation for Outstanding Leadership - Awarded May 2010 Certificate for Top Team Leader - Awarded April 2011 Support of the Quarter - Awarded July 2014 (for the period April to June 2014) Certificate for Team of the Month - Awarded April, October & November 2011 Certificate of Completion - Qwick Solver Training Certificate of Completion - Security & Privacy Awareness Training Certificate of Completion - HIPAA Security & Privacy Training Certificate of Completion - Information Security Awareness Training Attended & Completed Time Management Training Attended & Completed Preparing to Present Training Attended & Completed First Responder Training Attended & Completed Supervisory Management Training Attended & Completed “Success is not an Accident” Presentation & Workshop