SHANEEL DUNBAR
CUSTOMER SUPPORT
REPRESENTATIVE
CONTACT--www.linkedin.com/in/shaneel-dunbar
Kingston, Jamaica
SKILLS
Effective Communication
Empathy
Problem-Solving
Active Listening
PROFILE
I am a results-driven customer service professional with little over 3 years of
experience. My passion lies in delivering top-quality support by combining effective
communication, active listening, and empathetic problem-solving. I have a proven
track record of exceeding customer expectations and consistently achieving high
satisfaction ratings. Proficient in communication tools like Zoom and Slack, along
with customer service software such as Zendesk, I am skilled at resolving diverse
customer issues efficiently. I am committed to providing excellent service and
enhancing the customer experience. My adaptable nature and dedication to
continuous improvement make me an asset to any customer-focused team.
WORK EXPERIENCE
Customer Support Agent.
Caribbean HR Solutions
-
Provided exceptional customer support through various communication
channels, including email and live chat, ensuring prompt issue resolution and
exemplary customer experiences.
Achieved a customer satisfaction rating of 95% by consistently addressing
client concerns with empathy, professionalism, and problem-solving skills.
Collaborated with the technical team to improve response times and efficiency,
resulting in a 20% reduction in customer inquiry handling time.
EDUCATION
Oberlin High School-
Graduated with High School Diploma.
Achieved 7 CXC Subjects and 2 CAPE
Subjects.
Received a 'Customer Service Excellence' award for consistently exceeding
performance targets and providing innovative solutions to common issues.
Customer Service Specialist
Conduent
-
Handled a high volume of customer inquiries via phone, email, and chat,
resolving issues related to billing, account management, and technical support.
Achieved a 98% first-call resolution rate, significantly reducing call escalations
and enhancing overall customer satisfaction.
Trained and mentored new team members, contributing to a 15% increase in the
team's overall performance within six months.
Implemented process improvements that reduced average handling time by
15%, resulting in increased efficiency and cost savings.
LANGUAGES
English
SHANEEL DUNBAR
CUSTOMER SUPPORT
REPRESENTATIVE
CONTACT-
WORK EXPERIENCE
-
Customer Service Associate
www.linkedin.com/in/shaneel-dunbar
Hinduja Global Solutions
Kingston, Jamaica
EXPERTISE
Effective Communication: Skilled in
clear and empathetic
communication with customers.
Empathetic Problem-Solving: Ability
to address customer issues with
empathy and provide effective
solutions.
Patience: Maintaining composure
and patience when dealing with
challenging customer situations.
Adaptability: Flexibility to tailor your
approach to meet diverse customer
needs and challenges.
Data Analysis: Proficiency in data
analysis using tools such as
Microsoft Excel and Spreadsheets.
Communication Tools: Experience in
using communication tools like
Zoom and Slack.
Customer Service Software:
Familiarity with customer service
software, including Zendesk.
REFERENCES
Available upon request.
-
Managed customer inquiries and concerns in a fast-paced call center
environment, providing assistance for billing, technical, and account-related
issues.
Consistently met or exceeded performance metrics, including call resolution
time and customer satisfaction ratings.
Recognized as a top performer, receiving quarterly 'Employee of the Month'
awards for consistently exceeding performance targets.
Collaborated with team members to streamline internal processes, resulting in a
10% increase in efficiency and customer service quality.
SHANEEL DUNBAR
CUSTOMER SUPPORT
REPRESENTATIVE
TO WHOM IT MAY CONCERN,
I am writing to express my keen interest in the Customer Support Representative position at your
Organization. I admire your company for its Corporate Values, Innovative Culture, Strong Leadership, and
positive impact. With my background in Customer Support, I am confident in my ability to contribute
effectively to your team.
In my previous role as a Customer Support Representative at Caribbean HR Solutions, I gained substantial
experience in Communication, Empathy, Active Listening, Time management, attention to detail, product
knowledge, adaptability, and presentation. One of my key achievements during this time was consistently
achieving high customer satisfaction or Net Promoter Scores (NPS). I attribute this success to my
expertise in managing and de-escalating conflicts, remaining calm and composed when dealing with
frustrated or upset customers, showing genuine care and understanding of customers' emotions and
concerns, quickly identifying issues and providing efficient solutions to resolve customer problems, and
having a strong understanding of the company's products or services to provide accurate information and
assistance. Additionally, I ensured that customer information was accurate and that all requests or issues
were fully addressed.
I believe my skills in undefined make me a strong candidate for this position. I am confident that my ability
to effectively communicate with customers, empathize with their concerns, and provide timely and
accurate solutions would greatly contribute to your company’s reputation for exceptional customer
support.
Thank you for considering my application. I look forward to the possibility of contributing to your company
and I’m eager to bring my expertise in Customer Support.
SINCERELY,
Shaneel Dunbar
SHANEEL DUNBAR
