Simone Smith Email & Phone Number

Kingston, Jm

Develop and execute strategies focused on improving client retention rates and enhancing client satisfaction.Lead and mentor a team of Retention Specialists, providing guidance, coaching, and performance feedback.Conduct training sessions on effective communication, discovery techniques, and retention strategies to improve team efficiency and consistency.Foster a collaborative, client-centered culture focused on proactive engagement and support.Analyze client feedback, engagement metrics, and retention data to identify trends, challenges, and opportunities for improvement.Use data insights to adjust retention strategies and enhance the client journey, developing solutions that increase loyalty and reduce churn.Guide team members in conducting in-depth discovery sessions to understand clients' needs, goals, and challenges.Equip the team with skills to transform cancellation conversations into opportunities to demonstrate value and inspire continued learning.Collaborate with specialists to identify tailored solutions, including additional services, class recommendations, or program adjustments that align with clients’ goals.

Coach and develop a team of consultants to achieve Quality Assurance targets and goals through regular team meetings, 1:1 sessions, and extensive call listening Monitor and report team progress daily, weekly, and monthly basisContribute to projects and initiatives aimed at driving process improvements and enhancing the customer experience

Conduct and effectively manage high-volume of inbound phone calls to support current customersDeflect cancellation requests with a solutions oriented approach that instills confidence in the product Full ownership of existing customers that are at risk of canceling servicesAddress complaints with the goal of increasing satisfaction and securing renewals or saves.Achieve client onboarding, retention, and engagement targets set by managementAssess and understand the needs of our clients to be able to make recommendations for educational products and servicesAssist in client service and build strong relations with our students and familiesManage client records to ensure proper follow-upCommunicate effectively with internal team and external customersDe-escalate and handle challenging situations on a regular basisActively implement coaching and feedback in pursuit of providing customers with a high quality experience

I had the responsibility to meet with the couple to discuss their vision, preferences, and budget for the wedding.Assessed the couple's needs and expectations.Developed and managed a realistic budget based on the couple's preferences and priorities.Assist in securing a suitable venue that aligns with the couple's vision.Collaborate with the couple to create a cohesive timeline, theme and design for the wedding.Coordinate decor elements, including flowers, lighting, and other design components.Additionally, I assist in allocating funds across various wedding elements, secure a suitable venue, and create a detailed timeline for the wedding day. Collaborating with the couple, I help establish a cohesive theme and design, coordinating décor elements and addressing any challenges that may arise during the planning process.

Montego Bay, Saint James, Jamaica

Developed strategies to aid Customer Service Representatives (CSRs) in achieving learning objectives consistently.Conducted training needs assessments, gathering information on response systems, human interactions, and information systems requirements, while understanding job-specific functions and tasks.Created training manuals for accounts by identifying information needs, submitting preliminary versions for management review, and refining the final copy.Equipped staff to promote and explain products/services by compiling specifications, alternatives, and applications.Generated resources such as manuals and references containing standard responses.Conducted training sessions, delivering job-specific, company-specific, and generic programs.Evaluated training effectiveness by analyzing its impact on specific markets.Enhanced department and organizational reputation by taking ownership of various tasks and exploring opportunities to enhance job accomplishments.

Montego Bay, Saint James, Jamaica

Assumed responsibility for assessing the team's performance and providing feedback to the Director.Facilitated internal calibration meetings to ensure consistency and accuracy in evaluations.Reviewed re-audit variances for Quality Analysts and prepared detailed reports for the Quality Director.Generated weekly and monthly reports to showcase the performance of Quality Analysts.Led coaching sessions and delivered additional training to enhance the skills of Quality Analysts.Identified outliers within the team and organized targeted coaching sessions to improve their performance.Conducted daily audits and evaluations for agents, outlining results and action plans to uphold company policies and procedures.Provided leadership for essential training interventions.Utilized evaluation forms to assess the weekly performance of Customer Service Representatives.Submitted quality assurance alerts, furnishing assessment details to relevant supervisors and managers.Followed up on the team's performance, completed action plans, and conducted feedback sessions with team leaders.Participated in calibration meetings, assessed calls, engaged with internal teams, and disseminated results.Facilitated workshops and provided support for training initiatives, including conducting training needs assessments.

In my capacity as a Medical Insurance Agent, I consistently delivered exceptional customer service to corporate clients. I collaborated with medical insurance providers to address customer inquiries and meticulously examined insurance payments for precision and adherence to contractual discounts. Resolving denials or partially paid claims, I engaged with relevant parties to ensure resolution of discrepancies.My communication skills were crucial in liaising with healthcare providers and insurance claim representatives to expedite timely payments. Operating as a valuable team member, I consistently met deadlines and upheld productivity and quality standards, contributing to the overall success of the team.