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.

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.

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.

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.

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.

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.