Sonya-Cai Burrell

S O N YA - C A I B U R R E L L C u s t o m e r C O N T A C T-- S e r v i c e R e p r e s e n t a t i v e P R O F I L E Customer Service Representative with eight (8) years’ experience of providing excellent service to my clients along with perfect multitasking and interpersonal skills. Sonya-Cai Burrell Lot 328, Greater Portmore, St. Catherine P R O F E S S I O N A L E X P E R I E N C E Technical Support Specialist Advantage Communications// Kingston 5 //- E D UbPortmore C A T I O N Data Entry Level III // Garmex, Heart Trust/NTA, Kingston Information Technology // CXC 3, St. Catherine English Literature, CXC, St. Catherine During my tenure here, I worked on the FLOW Jamaica account providing customer service and technical support to Jamaican customers as well as other customers in the West Indian region. Tasks included but were not limited to: • • • Troubleshooting all modem queries Troubleshoot all IPTV queries Provide information on all outages • Log and follow-up with reports made by clients regarding outages English Language, CXC, St. Catherine Principles of Business, CXC, St. Catherine Receptionist/Telephone Operator Fair Trading Commission// Kingston 5//- S K I L L S Phone/Voice Chat/Email The Fair Trading Commission is an office under The Ministry of Industry Commerce Agriculture and Fisheries. While working here I assisted with the day to day operations and completed tasks assigned by the Executive Director and the General Manager whom I answered directly to. Tasks included but were not limited to: Face to Face • • • • • • Answer all incoming calls and receive messages left by callers Receive and Log all incoming mail Log all outgoing mail (hand delivered or post) Assisted with preparations for annual Shirley Playfair Lecture Assisted Administrative Assistant with office organization Maintained Excel spreadsheets and Word documents A P P L I C A T I O N S E X P E R I E N C E C O N T I N U E D Technical Support/Customer Service Representative MS Office Suite Verint Siebel Customer Relationship Management (CRM) Avaya Avaya I N T E R E S T S Social Media Accent Marketing// Kingston 5//- Before the acquisition by Startek Jamaica, Accent Marketing was where I gained most of my technical experience. I worked on accounts such as Claro, Sanyo Electronics and Panasonic Global. Tasks included but were not limited to: • • • • • Providing technical support to Jamaican and North American customers Assisted customers with troubleshooting steps for their internet compatible devices (Televisions, DVRs, Cellphones etc.) Troubleshoot smart phone issues Assisted Customers with billing and payment information Providing purchasing assistance and tracking information Coding S Reading Customer Care Representative ACS- A Xerox Company// Portmore //- Formerly E-Services, I gained electronic retail knowledge as I worked on accounts such as Target, Amazon North America and Amazon UK as well as XM Radio. Tasks included but were not limited to: • Providing ordering and tracking info • Liaison with third party sellers • Handled credit and refund distribution Office Administrator Lambda Solutions and Global Vision// Mona// 2007 One of the first jobs I ever acquired, I was the sole assistant for this small company. Tasks included but were not limited to: • • • Check emails on behalf of Company and notify relevant Managers of information. Suggest and make appointments with customers and confirm such with managers Monitor websites • • Update Customers on job/project financial status as directed by manager Writing quotations for possible clients