Kimberley Bailey

Experience

• 

  Sagicor Group Jamaica Limited

  Nov 2013 - Apr 2019

  Customer Service Representative

  A fast passed banking and insurance company aimed at improving the lives of Jamaicans. Duties covers areas such as administrative assistant, receptionist, customer service specialist but not limited to;• Strategically direct the flow of an average of 300 clients daily in the reception hall by probing clients quickly, understanding challenges and identifying scalable and effective resolutions.• Instrumental in the implementation of new technologies to aid in the improvement of client experience, one of which significantly influenced the company’s NPS international standard score of 47% in 2018.• Assisted with designing and implementing three major application update projects, which increased the operational efficiency of the department and allowed the company to meet strategic objectives. The tree major projects are:o Go Green which allowed for a decrease in operational cost. o Client web impacted the company by reducing client’s wait time and allowing them to do simple transactions online at their convenience. o Process 360 (P360) allows all branches to use one interface to process transactions• Provided excellent customer service by offering support to the frontline, serving an average of 50 walk-in clients/agent per week while notably reducing the customer wait time by 50%• Maintain customer retention by at least 40% by dissuading them from closing policies• Processed over 200 transactions which include answering inbound calls weekly.• Assisted management with orientation and training of new employee to understand the applications used to achieve the department’s strategic objectives and company policies.• Provide administrative and project management support to plan various events in the company and administrative assistance to the department thus increasing productivity over 55% in 2018.. Show less

• 

  Robert Half

  May 2019 - Jun 2019

  Administrative Assistant
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  Mastercard

  Jul 2019 - Jan 2020

  Customer Support Analyst

  • Support the development and implementation of new and cutting-edge data driven solutions, tools and offerings• Collaborate with cross-functional colleagues in support of products, processes and problem resolution, while conducting training session.• Provide Client Support subject matter expertise in the sales process to represent the differentiation that Advisors offers • Identify issues and concerns while capturing opportunities to enhance product set through on-going interaction with user.• Create excel files using Marcos and vlookup. Show less

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  Con Edison

  Feb 2020 - now

  • Chief Construction Inspector

    Dec 2022 - now

  • Associate Specialist

    Oct 2021 - Dec 2022

  • Clerical Assistant

    Feb 2020 - Nov 2021