Shanice Green

SHANICE GREEN - | - | St. Catherine Jamaica Objective Highly organized and customer-oriented professional with 4 years of experience in customer service, seeking a position as a Customer Service Representative. Proven track record of providing exceptional service and resolving inquiries efficiently. Excels in a fast-paced environment and possesses excellent communication and problem-solving skills. Experience Quality Assurance Specialist |Airbnb| Sutherland – St. Catherine, Jamaica|03/2020 - May 2023 Ensuring proper application of and compliance with internal and regulatory standards, guidelines and procedures Share performance data drawn from quality monitoring and review with team to identify potential training needs. Acts as the subject matter expert for agents working closely with LEAP/Quality Champion Documents quality issues and performance measures for management review Technical Support |Audible| Ibex- – St. Catherine, Jamaica|01 / 2019 – 03/2020 Responded to and resolved customer inquiries and technical issues via phone, email, and chat, ensuring prompt and effective resolution. Documented customer interactions, issues, and solutions in the CRM system, ensuring accurate and up-to-date information for future reference. Assisted customers with product installations, updates, and configurations, guiding them through step-by-step processes. Conducted remote diagnostics and troubleshooting, using remote access tools to identify and resolve software and connectivity issues. Created and maintained knowledge base articles and support documentation, contributing to the team's collective knowledge and improving efficiency in issue resolution. Customer Service Representative| Microsoft| Sutherland Global – St. Catherine, Jamaica|11 / 2014 – 11 / 2018 Received and processed in-bound telephone calls requesting details regarding accounts, billing and cancellations, maintaining a high level of professionalism and empathy while assisting customers. Identified and resolved customer concerns and inquiries promptly, consistently meeting or exceeding performance targets for customer satisfaction and call resolution. Proactively identified calls requiring additional research and efficiently forwarded them to the appropriate departments, minimizing customer wait times and improving efficiency. Maintained detailed and accurate records of all customer interactions and transactions in the CRM system. Participated in ongoing training programs to stay up-to-date with industry regulations, product knowledge, and customer service best practices. Achievements Achieved a customer satisfaction rating of 95% based on post-call surveys, exceeding the company's target of 90%. Consistently met or exceeded performance metrics, including average handling time and call resolution, resulting in recognition for exceptional performance. Streamlined data entry process by implementing a checklist system, reducing errors by 20% and improving overall efficiency. Successfully resolved a high-volume customer complaint within a tight deadline, resulting in a saved account and positive customer feedback. Recognized by supervisors for outstanding problem-solving skills and ability to handle challenging customer situations with professionalism and composure. Education and Training EF SET |2023 C1 Advanced Caribbean Examination Council|2011 English Language English Literature Social Studies Electronic Document Preparation and Management Pembroke High School | 2011 High School Diploma Skills Excellent verbal and written communication skills Strong problem-solving and analytical abilities Exceptional interpersonal skills and ability to build rapport with customers Proficient in using CRM software and other customer service tools Detail-oriented with a strong focus on accuracy and efficiency Ability to work effectively in a fast-paced and dynamic environment Strong organizational and multitasking skills