Sherine Smikle

SHERINE SMIKLE PROFESSIONAL EXPERIENCE Sutherland Global Services - Collections and Customer Service Agent Kingston, Jamaica 1 North, Portmore, Jamaica-- Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns. PROFILE Goal-oriented worker with outstanding knowledge of over six years in the Customer Service Industry. A forward thinker who is committed to maintaining a professional relationship with clients to increase profitability and drive business results. Handled customer inquires, complaints, billing questions and payment service request. Maintained up to date knowledge of company policies and changes Advantage General Insurance Company Information Officer - Contract 2021 – 2021 | Kingston, Jamaica EDUCATION Excelsior Community College Associate Degree- Performing Arts and Management Greeting, answering and directing client car insurance queries through the proper channels. Edwin Allen High School High School Diploma Liaison with clients and customer service representatives from other branches. Performing general administrative tasks such as document imaging/data entry. 8 CSEC subjects (Grade 1, 2 and 3) English Literature I English Language II Caribbean History II Human and Social Biology II Religious Education II Social Studies II Theatre Arts II Mathematics III Quantum Quality Quality Analyst 2019 – 2021 | Portmore, Jamaica Actively used quality management system to compile, track and trend agent performance. Conducted quality assessment of agent/customer interactions based on company standards. Listened and evaluated recorded calls and provided daily feedback and reports to Operational and Quality Management. 4 Cape subjects (Unit 3, 4 and 5) AWARDS Principal's Award For Outstanding Academic Achievement Excelsior Community College Easytel Teleservices Apple Support Advisor 2015 – 2016 | Portmore, Jamaica Handled inbound customer chat conversations. Worked closely with each customer to carefully resolve issues within timely fashion. Managed up to 3 active chats simultaneously in chat queue. SKILLS Microsoft Office Suite, Critical Thinking, Active Listening, Public Speaking, Interpersonal communication, Proof Reading and Editing 1/1