Kurtroy Haye, Customer/Technical Support

About

I am a highly-motivated, conscientious, and competent IT and commercial support professional with over 5yearsof experience, who possesses in-depth knowledge and expertise within this industry. With a proven track record, I can bring positivity, support, and a creative mindset to any team. I pride myself on taking ownership of challengingproblems, maintaining high standards, and assisting my team members and employer in achieving their commercial objectives. With a desire and passion for continuous professional development, I am confident I can add valuetoyourorganization by always ensuring your customers and clients receive the best service possible.

Experience

John Wiley & Sons

Oct 2018 – Feb 2023

New Jersey / Montego Bay, Jamaica

Team Lead / Commercial Sales Coordinator

1) Sales Support & Customer Success: First point of contact for billing, product and service support toour customers, sales team, and customer success managers. Due to my high productivity rate of over at 80%, i was able to quickly complete assigned tasks and resolve any customer queries or issues. Thisfurther resulted in our sales team maintaining positive relationships with our clients, as well as our customersuccess team. Managers were also able to maintain over 75% on their customer success metrics andKPIs. 2) Team Support & Management: Aided in the training and on boarding of sales coordinator’s within the company career center business stream. In my role as team lead, i consistently provided support tomyteammembers. The team was able to maintain our productivity rate of over 75% and surpass our monthlymetricand KPI

Advanced Tech Support (ATS)

Mar 2016 – Oct 2018

Florida/Montego Bay, Jamaica

Tier 1 & 2 Tech Support Agent

1) Technical Support & Customer Retention: Managed and resolved highly sensitive technical issues, which as a result, contributed significantly to the company’s customer retention rate. 2) Team Support: When necessary, assisted in reducing tier 2 work load during peak periods. As a result, wefurther bolstered our customer satisfaction rate by cutting wait time and calling meeting other KPIs.

Education

The University of the West Indies

Sep 2011 – Jul 2015

Bachelor, Computer Science

Kurtroy Haye

Customer/Technical Support

Skills

Languages