oshea brissett, customer service representative

Experience

NEW GENERATION CONTACT CENTRE

May 2021 – Present

St. Catherine , Jamaica

CAMPAIGN Trainer

● Developing call centers' education materials, such as digital ● presentations, how-to manuals, and instructional videos. ● Preparing procedures and policies regarding customer service & sales techniques and appropriate agent conduct. ● Scheduling and conducting training sessions on various call center topics to prepare and support new employees. ● Training experienced employees on new or updated call center procedures to improve their performance. ● Observing the daily operations of call center employees and identifying any areas of improvement. ● Liaising with team leaders and managers to conduct on-the-job coaching. ● Measuring the effectiveness of training sessions and preparing individual or team progress reports. ● Ensuring employees keep up their productivity and maintain high levels of customer satisfaction. ● Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork, and conflict management) ● Identify individual and team skills gaps

IBEX Global

Nov 2019 – Mar 2021

Kingston , Jamaica

Customer Service Representative

● Address customer service inquiries in a timely and accurate fashion ● Excelled at conflict resolution,Problem-solving customer complaints, fixing order problems or errors ,and providing detailed product information. ● Enhanced productivity by staying on top of call scripts and maintaining control of direction of conversation. ● Communicated effectively with colleagues and superiors. ● Troubleshooting common issues with Amazon Devices like Alexa and Echo devices, Fire TV, Kindle E-Reader and Fire Tablet. ● Provide assists to Amazon delivery drivers to effectively deliver customer’s packages.

Education

Winston Jones High

Dec 2012 – Dec 2017

High School Diploma , humanities and arts

oshea brissett

customer service representative

Skills

Languages