Resume
Nastassya Deandra Foster
Salt Spring District,
Montego Bay #1 P.O., St. James
Tel: -
Email -
OBJECTIVE:To contribute to the productivity and growth of the organization as well as customer service by fully utilizing my skills and experience.
EDUCATION:
2008Montego Bay Training Centre
2003 – 2005Dunoon Technical High School
2001 – 2003Herbert Morrison Technical School
1996 – 2001Corinaldi Avenue Primary School
QUALIFICATION:Certificate in Waitering
JOB EXPERIENCE:
May 2021-October 2021 Titanium BPO
This was a B2B campaign, my duties included calling businesses such as Urgent Care, Dental clinic, Hospitals, Debt Collections Agencies, Solar companies, Mortgage Firms, Business consulting services, Software development & IT support to speak with the CEO regarding Call Center Outsourcing Services for their Firms (Nearshore Call Center Operations), generate & prequalify the leads if they are a good fit then set up a consultation call with my VP and CEO, email marketing, completing phone task and follow-ups, scheduling appointments via Outlook calendar/ Microsoft Teams.
November 30 2020-April 2 2021 Optimum Solar USA
I started as an appointment setter and was promoted to a manager within 2 weeks, my duties as an appointment setter were cold calling customers informing homeowners about the State incentive program for solar panels, setting up appointments for the solar consultants, generating leads by utilizing consultative selling skills, informing and educating homeowners about the program, building rapport, selling the consultation, booking appointments via Calendly & google calendar, updating notes in the CRM, sending emails & SMS according to the follow-up process to retrieve customer's electric bill, confirming appointments, adding appointments to the tracker, following up with hotlist of potential customers via call & sms ,leaving voicemails and sending sms to cold and warm leads as an outreach program.
Management duties: recruiting & hiring agents for the solar campaign, conducting interviews, onboarding new hires, providing campaign, product & system training, coaching agents daily on their calls & providing feedback as to how they can improve, monitoring agent live & recorded calls, reviewing agents daily, weekly & monthly performance stats, creating campaigns, uploading lead list to the campaigns, distributing leads to the agents, lead management, managing team performance, & campaign production, reporting to the clients, providing feedback & suggestions that would help to improve the campaign, call scripts, leads, system tools and closing rate.
November 4 2020-January 2021 Credential Services
Position: Appointment setter
Duties: My duties as an appointment setter included B2B cold calling to hospitals, Medical practices, Behavioral Health institutions to speak with the decision maker for Credential Services and provider enrollment and set up an appointment for the account director with potential customers, booking appointments in google calendar, sending emails to generate leads, lead management, scheduling follow up calls, sending emails for general information, I had to utilize consultative selling skills through cold calling to generate leads by getting through gatekeepers such as OPER, be able to overcome objections for practices that already have a credential service provide through effective probing to see what their credential needs are and sell the consultation so that we could show them how we can help them to get credential service & Provider enrollment at a cost-effective way while taking the responsibilities off their hands so they could free up more time to grow their practices.
April 2020 -September 29 2020 24-7 Intouch
Position: Customer Support Agent
Duties: My duties included multitasking, handling inbound calls, chats and emails resolving orders & account issues for both shoppers & customers account. Providing customer support & customer service, providing resolution and appeasements for order issues, applying refunds & credits to customer’s account, rescheduling orders, account activation & deactivation, order cancellation, unassigning orders, updating customer & shopper profile information, providing technical support and troubleshooting for shopper app issues, utilizing problem solving skills to resolve tickets through Zendesk, customer service & product knowledge.
October 2019-April 2020. Outsourcing/Offshoring
Position: Call Center Manager
Duties: This is a remote position. I was a call center manager for various BPO campaign clients. My duties include outsourcing and managing BPO campaigns virtually, recruiting & hiring experienced call center agents for work from home call center positions, conducting interviews, conducting new hire training for BPO campaigns such as Outbound telemarketing (B2B &B2C), lead generation, appointment setting, live transfers, health insurance, Solar Energy, loans, financial services, debt relief/credit repair, cold calling, generating leads, lead management, managing team performance, monitoring agent calls, providing the agent with daily coaching and feedbacks on their calls, assessing agent performance, reviewing agent stats, conducting ongoing training and coaching to improve agent performance, working with the team to meet center KPI’s & team goals, reporting to the client, etc.
Dec. 2017-June 2020 Plannet Marketing
Position: Independent Marketing Representative
Duties : As an Independent Marketing Representative with Plannet Marketing I built a network of business partners through Marketing & advertising the ecommerce business opportunity by helping individuals to start their very own business in the Travel Industry through Networking Marketing, by utilizing consultative selling skills & relationship building techniques and prospecting persons looking for business opportunities, generating Leads for potential prospects via social media & digital marketing , building lead list, hosting business meetings & presentations to educate ideal prospects about the business opportunity, recruiting and screening potential prospects, enrolling new business partners, Lead management : following up with potential clients via phone call, email or sms. Leadership roles such as: Team building, conducting training with downlines & business team members, providing mentorship & support for downlines, providing daily team motivation, resources, tools and support to help them build and scale their business.
,
Feb 2018- June 2020 Inteletravel
Position: Independent Travel Agent
Duties: This was a self-employed position (ecommerce business opportunity). As an Independent travel agent. I provided travel services and travel consultancy and quotes. My duties included booking Travel services, vacation packages, flights, cruise, hotels, tours, car rentals etc through my Travel Agency website or travel vendors & suppliers.
Feb. 2019- March 2020 One Source Energy
Position: Appointment setter
Duties: Generating leads for Solar Energy Campaign, cold calling home owner’s educating customers about solar state incentive program that allows them to go solar at no out of pocket cost, generating leads, prequalifying customers, setting up appointments for the solar consultant, building lead list, confirming appointments ,updating appointments on the company’s calendar , verifying homeownership via assessor’s office or assessor’s online database, verifying customers roof (LOS) via google maps, lead management, lead nurturing, scheduling follow up calls to potential customers, sending emails & sms and leaving voicemails for outreach ,sending emails & sms to collect homeowner’s electric bills, providing general information about the program
Feb. 2017-Aug. 2017 N.I.C.E (Nearshore Call Center Experts)
Position : Customer service Representative
Duties: handling both inbound and outbound calls regarding customer’s loan application
conducting employment verification, reviewing bank statements, assisting customers with loan requirements, assisting customers with signing loan applications electronically, contacting customers reading loan approval, sending emails for loan approval or rejection, responding to customer’s emails, calls, text & voicemails regarding loan queries, making courtesy calls regarding loan payments,
handling loan payments electronically via debit card, credit card or cheque payment.
Dec2016-Feb 2017 Etech Global
Position: Reservation Agent
Duties: handling inbound calls regarding hotels recommendations & quotes, booking hotel reservations for customers, providing hotel quotes, assisting customers with hotel queries, collecting payments for hotel reservations & handling credit card payments.
Nov. 2014 – Dec. 2016Strobe Communications
Position:Telesales Representative.
Duties: making outbound calls selling Benefits program & Id theft protection,
building rapport with customers, asking probing questions,
providing the benefits of the service and closing sales, handling credit card payments
May 2014Global Outsourcing
Position:Telesales Representative
Duties: making outbound calls contacting businesses to speak with decision makers selling google listings which allows them to advertise their businesses on the front page of google.
Sept. 2013 - Dec.Global Gateway Solutions
Position:Customer Service Representative
Duties:handling inbound calls, answering customer billing queries
upselling AT&T services available to customer DTV, home phone, cell phone, home phone, handling credit card payments
Nastassya Foster-Clarke-Res./-2-
Experience cont’d.:
Jan. 2011- Sept. 5, 2013Strobe Communications
Position:Telesales Representative
Duties:make outbound calls selling AT&T internet service to customers
Probe customers effectively, building rapport
Provide benefits of service and close the sales
2010Queen’s Supermarket
Position:Cashier
Duties:Handling payments, receipts
2009Teleperformance
Position:Customer Service Representative/Debt Collector
Dutieshandling inbound calls, Resolving customers issues
Assisting customer with enrollment steps to create target account, assisting customers with account log in issues regarding the Target Red Card account
Collecting bill payments
Assisting customer with account log in
Debt Collector:
Duties:making outbound calls to past due customers, collecting payments on past due accounts and setting up payment plans for past due accounts, handle credit card payments
July – Oct.2008Island Grill
Position:Team Member
Duties:Taking orders
Preparing meal orders
Serving
Oct. – Dec. 2008Mega Mart
Position:Courtesy Helper
Duties:Assist customers
Sandals Montego Bay
Position:Waitress
Duties:Take customers’ orders
Serve Food & Beverages
Prepare dining room for guest
SKILLS: Telemarketing, Sales, Advertising & Marketing,entrepreneurship, Consultative selling, building rapport, persuasive, prospecting, Lead generation, Customer service, leadership, Team building, Team management, recruiting, lead management
ACTIVITIES: Leadership: my role as an Independent Marketing Representative as allowed me to display my leadership skills by performing leadership responsibilities. Through this position I help individuals to start and build their very own business in the travel industry. This opportunity has allowed me to build , grow and develop a team of business professionals with the ability for me to utilize my leadership skills in terms of providing personal/business coaching, mentorship, training, support, hosting business presentation/meetings and other Team building activities which contributes to each team members growth and business success .
REFERENCE:Name: Apostle Richard Fagan
Tel:-
