Zara Barrett, Customer Service & Sales specialist(BPO Manager)

About

I have been in the customer service and BPO industry for 10+ years and I have all the skills needed to operate in a fast paced high performing environment.

Experience

Top Flight Assistance

Jan 2021 – Present

California

Credit Repair Consultant

Assist closers by pulling clients credit reports and breaking down reports as well as helping our processing staff mail certified and nitorized disputes to the credit bureaus.

Famous Tech. Repairs and sales

Jan 2015 – Feb 2021

Jamaica

Technologies consultant, Hardware and Software Specialist

Removal of software and operating systems from phones tablets and other handheld devices. Rebooting and reinstalling of software and core ware for Android, Samsung, Alcatel LG, Digicel IOS, and other devices. Troubleshooting wifi, APN, System errors and application errors. Laying down and re-writing of wifi servers, routers, and modems. Re-wiring homes and office spaces for Wi-Fi, Ethernet, internet, and LAN connectivity. Social Media Manager for Famous Tech's Facebook, Instagram, and WhatsApp social mediums. Providing assistance and information on different topics and services provided by Famous Tech. Creating new, meaningful, and informative posts on Facebook and Instagram. Answering customer queries and concerns when posed, as well as providing excellent over-the-phone and chat customer service. Going above and beyond to ensure that customers receive the best assistance possible, both in-store and over the phone.Skills: Experience in cake and pastry manufacturing techniques. Extensive knowledge of the inputs for production, production processes, quality control, costs and other techniques used to maximize the manufacture and distribution of goods. Trained in high volume dessert and pastry production Trained in specialty desserts including custom cheesecakes, cream puffs, cupcakes, etc. Assembled and disassembled various equipment for commercial and in house use including, but not limited to, Phones Smart TV’s, Printers Stereo systems, Washing machines, Computers/PC’s, Gaming setups, Stoves, Refrigerators and Camera and Surveillance systems. Wiping and reinstalling certain software from devices such as androids, Windows PC’s and Laptops, as well as IOS(with the correct software).

Itel BPO Smart Solutions

Jun 2020 – Nov 2020

Jamaica

Customer Service, Technical Support, Sales and Billing Representative

Answer phones and provide excellent customer service. Assist Customers to set up accounts and provide 8-11hours of above and beyond service. Helped customers set up modems, remotes, video recorders, and TiVo boxes. Provisioned modems, phones, and TiVo mini's. Assist customers to verify, check and pay cable, internet, and phone bills. Troubleshoot, repair, and reboot, TVs, modems, phones, routers, TiVo's, security and alarm systems, Cell phones, and computers. Provided customers with assistance in finding the correct packages, promotions. Assisted customers to find the best and most reasonable services and packages for cable, internet, home phone, cell phone, and billing.

Advantage Communications Inc.

Nov 2019 – Nov 2020

Jamaica

Floor Coach supervisor, S.M.E. , Quality Assurance Specialist

Answering all agent questions and providing them with the most accurate information. Providing feedback to agents and team leads on overall performance and how to improve. Listened to calls for agents to try and find discrepancies in guest complaints and then provided accordingly. Listened and graded calls for Quality Assurance purposes and either provided coaching on how to improve, or praise for a job well done. Providing OM's with feedback on agent and also TL performance. Directed Agent, Team Leads and other SME’s to help improve KPI’s and increase productivity. Managed multiple work related E-mails and inboxes for customer support, Sales ,Retention and Billing related issues. Assisted guest with Application login information and recovery. Trained new agents and Team Leads to perform and better understand their assigned tasks.

YMCA

Jul 2014 – Aug 2019

jamaica

Secretary and Activities Coordinator/Supervisor and HR intern.

Checked and assigned registers and order books. Supervised counselors and ensure the correct tasks were being performed. Assisting where necessary and dealing with any issues between 2 or more co-workers. Providing diplomacy and being the voice of reason during times of near conflict. Providing counseling during times of stress and distress for fellow co-workers.

Education

The University of the West Indies

Aug 2018 – Nov 2021

Bachelor of Arts , Language Communication and society

H.E.A.R.T College of Jamaica

Oct 2014 – Mar 2016

Commercial Food Preparation and Hospitality , Commercial Food preparation, Hospitality

Zara Barrett

Customer Service & Sales specialist(BPO Manager)

Skills

Languages