THERESA K.BAILEY
C U S T O M E R
CONTACT
8 Half Moon Close, Manley
Meadows, Kingston, JA
E X P E R I E N C E
&
S A L E S
P R O F E S S I O N A L
PROFILE
Skilled customer service and experience expert who is organized, self-motivated, creative and capable in
multiple areas, looking forward to using my garnered attributes to achieve both personal and business
goals where I can be positive contribution to the company.
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EDUCATION
MANCHESTER INSTITUTE OF LEARNING
MANCHESTER , JAMAICA SEPT 2014 AUG 2015
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BUSINESS MANAGEMENT
EDWIN ALLEN HIGH SCHOOL
CLARENDON, JAMAICA. 2006 - 2011
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HIGH SCHOOL DIPLOMA
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CARIBBEAN EXAMINATION COUNSEL
(CSEC)
EXPERIENCE
CUSTOMER SERVICE REP
GigCX Marketplace – Remote
NOV 2019 – SEPTEMBER 2023
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Remote Customer Service Interaction.
Handling customer disputes and finding the best resolution.
HIGHLIGHTS
KNOWLEDGE OF CUSTOMER CARE
TECHNOLOGIES, IVR, DASHBOARDS AND CRM
TOOLS.
ADMIN ASSISTANT AND ORDER ENTRY AGENT
GigCX Marketplace – Remote
NOV 2019 – SEPTEMBER 2023
SKILLED IN ASKING EFFECTIVE PROBING TO
AID IN UNCOVERING, TROUBLESHOOTING
AND RESOLVING VARIOUS CALL SCENARIOS
AND PROBLEMS
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CAPABLE OF EFFECTIVELY COMMUNICATINNG
IN A MANNER THAT IS CLEAR AND CONCISE
WHERE ALL LISTENING PARTIES ARE ABLE TO
COMPREHEND INFORMATION BEING
DELIVERED
ABILITY TO ANALYZE PERFORMANCE AND
MAKE OR APPLY RECOMMENDED CHANGES IF
REQUIRED TO CREATE OR IMPROVE REQUIRED
EXPECTED RESULTS
INDEPTH KNOWLEDGE IN DATA
ADMINISTRION AND DISPOSITIONING
PROGRAM OPERATIONS AND ASSISTING IN
MONITORING AND LAUNCHING SUCCESSFUL
CUSTOMER CENTRIC, SALES, BILLING AND
MAINTAINED KNOWLEDGE ON VARIOUS BEST
INDUSTRY PRACTICES FOR CALL HANDLING
AND FIRST CALL RESOLUTION ASSOCIATED
STRATEGIES.
ABILITY TO ENGAGE AND MOTIVATE STAFF
THROUGH COACHING AND DEVELOPMENT
PROFICIENT IN THE USE OF MICROSOFT
OFFICE APPLICATIONS
Inbound calls for order entry.
Data entry.
Create and update spreadsheets via Excel.
Scheduling appointments for technicians and employees.
Complete Onboarding and create logins for new hires.
Deactivate logins for persons no longer employed.
Create tickets for employees.
ASSOCIATE MANAGER
Sutherland – Mandeville, Manchester
JUL 2017 – APR 2019
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Manage administrative responsibilities such as attendance tracking, queue administration, and
corrective delivery.
Workforce shift scheduling for Agents.
Payroll
Influence the lives of others through coaching, development, training, and inspiring team members.
Establish and maintain communication with clients and/or team members; understand needs, resolve
issues, and meet expectations to guarantee customer satisfaction.
Keep morale high with motivational programs in place and encourage frequent recognitions.
Produce solid and effective strategies based on accurate and meaningful data reports and analysis
and/or keen observations.
Oversee and manage performance metrics such as Call Handling time, Transfers ,Customer
Satisfaction.
SKILLS
1 Soft Skills
2 Communication
SUBJECT MATTER EXPERT
Sutherland – Mandeville, Manchester
DEC 2016 – JUL 2017
3 Rapport Building
4 Critical Thinking
5 Problem Solving
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Monitoring and evaluation customer interaction to ensure adherence to processes and procedures
Provide general assistance and floor support to front line specialist.
Handle escalated customer interactions
Perform on the fly coaching development for respective campaigns agents
Drive sales and team performance.
6 Data Entry & Administration
ACHIEVEMENTS
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PLATINUM COACH CERTIFICATION
LEADERSHIP 100 CERTIFICATION
CERTIFICATE OF EXCELLENCE
QUALITY AGENT OF THE MONTH AWARD
O
3 CONSECUTIVE MONTHS
HOBBIES
TRAVEL
SPORTS
READING
OUTDOOR ACTIVITIES
CUSTOMER SERVICE & SALES ASSOCIATE
Sutherland – Mandeville, Manchester
DEC 2015 – DEC 2016
Cross trained in handling of Customer Interactions for:
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Customer service.
Sales.
Technical support.
Billing.
Ticket support
Retention.
Chat and Email support.
