Ramona Mohland

. . Ramona Mohland Kingston -- SUMMARY Highly skilled and results-driven Customer Support Professional with over 6 years of experience in providing technical support, troubleshooting and resolving customer inquiries via phone, email, and chat. Expertise in CRM Systems, problem-solving and clear communication. Proven task record of enhancing customer satisfaction, reducing operational cost and increasing process efficiencies. I am able to work independently and collaborate within teams to meet organizational goals. EXPERIENCE REMOTE ADVISOR II BLENDED SUPPORT CONCENTRIX JULY 2022 -August 2024 • Manage and action up to 150 calls and emails daily by utilizing remote diagnostic tools, achieving a 95% customer satisfaction rate and reducing average resolution time by 20%. • Developed personalized engagement strategies leveraging customer feedback data to drive growth, achieving a 20% increase in client retention over six months. • Flexable work hours attained while working remotely and ensuring all intervals are met along with resolving technical issues while attain customer satisfaction. REMOTE CUSTOMER SERVICE REP-SME IBEX GLOBAL • Managed up to 120 interactions daily. JANUARY 2021- JULY 2022 • Planned and designed events for the production space and the company monthly, ensuring that contents were available for social media on a weekly basis. • Built and nurtured customer relationships by resolving 95% of inquiries within 24 hours using CRM tools, enhancing customer satisfaction ratings by 20% over a 6-month period. REMOTE CUSTOMER SERVICE REP-SME ALORICA JANUARY 2017- APRIL 2021 • Managed up to 200 interactions daily through comprehensive support channels, enhancing customer satisfaction scores by 15% and deploying CRM tools with new efficiency protocols. • Assisted new hires with onboarding and nesting. • Handled and managed escalated contacts ensuring all customers’ needs are met. • Utilized CRM systems to analyze customer interaction data, enhancing query resolution time by 30% over a 6-month period. • Cultivated efficient customer service practice by training 15 new call center agents, resulting in a 25% reduction in average handling time over 4 months. EDUCATION BINNS BUSINESS COLLEGE • January 2014 – 6 MONTHS • Certification with solid foundation in business theory and cashiering. BOG WALK HIGH SCHOOL • SEPTEMBER 2007 – JULY 2013 • Caribbean Examination Council. SKILLS Customer Support and Technical Troubleshooting Interpersonal Skills Communication and Organization Data Entry & Database Management CRM Systems (Zendesk, Salesforce, Google Suite) Team Collaboration & Independent Work Problem solving & Critical Thinking