Sarah E. Henningham
Lot 602 Berridale Road
Waterford P.O. St. Catherine
Telephone:- (c)
Email:-
EducATION
BSc. Degree Child Care and Child Development May 2009, University of Technology, Jamaica
Mastered the following courses:
Customer and Client Relations Management
Customer Service
General Management
Personnel Management
Human Resources Management
Accounts
Pre –calculus
Heart Trust – NTA 2001, Certificate in Customer Service
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PROFESSIONAL EXPERIENCE
Xerox /Humana Compbenefits Dental Insurance Company: August 2011-Present
Position: Customer Care Representative
Assists policy members and healthcare providers with
Explanation dental benefits, procedures and claims
Resolve service issues and customers enquires
Registrar and accessing with online services
Acquires Competency in
Quality service
Time management and service recovery
Handling irate calls
Accomplishments
Maintain customer satisfactory rating 95% to 100%
Maintain quality score of 100 %
Resolve 80-90 % of claims on calls
Resolve through follow up reaming 10-20%
PROFESSIONAL EXPERIENCE Cont’d
Net-Serve Communication Jamaica Limited: June 2009 – August 20011
Position: Telesales and Customer Care Representative
Worked as a team to promote the company’s profitable
Marketed cable packages and pharmaceutical products to customers
Dealt with customers’ enquiries and problems to resolved service issues and
promoted customer satisfaction
Handled irate customer and increase customer retention and loyalty
Acquired competency
Telemarketing and Sales
Organized and negotiated future sales
Teamwork
Maintain 70% sales target
The Correctional Service, Portmore Probation Office: Internship January – June 2009
Prepared Social Enquiry Report for Resident Magistrates detailing the social background of offenders
Conducted interview and counselling sessions with clients on Parole, Probation, Suspended Sentencing Orders and individual filing for custody of children
Completed periodical progress report on clients and make recommendation
Acquired competence in providing clients with excellent customer/probation service
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SKills
Telemarketing
Rapport Building
De-escalating Irate issues
Complaint Handling
Oral and written communication skills
Multitasking skills
Proficiency in the use of the Internet, Microsoft Word, Excel and PowerPoint
Reference available upon request
