Carlos Osborne
Jessamy Lane, Work Hall, St. Philip,08
Summary
Dynamic Customer Experience Representative with a proven track record at Sagicor General Insurance Inc., excelling in conflict resolution and delivering quality service. Adept at problem-solving and maintaining meticulous records, I effectively guided clients through complex insurance processes, ensuring timely resolutions and enhancing customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Representative
Sagicor General Insurance Inc.
Lower Collymore, 1st Avenue Belleville, St. Michael
10.2022 - Current
- Responding to customer inquiries via telephone and email, providing information about policies and products, and addressing concerns or complaints.
- Assisting with policy changes, updates, and adjustments, including policy renewals and coverage adjustments.
- Guiding potential clients with the insurance process and providing them with quotes
- Identifying and resolving customer issues, escalating complex issues to appropriate teams, and ensuring timely resolutions.
- Staying up-to-date on insurance products, policies, procedures, and external contributing factors both locally and internationally.
Receptionist
East Caribbean Conference of Seventh-Day Adventists
01.2022 - 02.2022
- Greeted and assisted customers and guests, providing accurate directions and information.
- Performed clerical tasks to support daily office operations.
- Collected incoming deliveries and mail, confirming receipt through signatures.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
File Clerk and Call Center Agent
Insurance Company of Barbados (ICBL)
10.2018 - 06.2020
- Maintained, filed, and retrieved client files upon request.
- Participated in the named "Purging Project" which facilitated the digitization and updating of physical client files.
- Prepared records for off-site storage and disposed of files based on specified document retention schedules.
- Identified customer needs, addressed inquiries, and offered effective solutions.
- Documented all customer interactions in Microsoft Excel for logging and tracking purposes.
- Guided callers through troubleshooting processes and navigation of company site.
- Assisted customers in utilizing products and services effectively.
Education
Bachelor of Science - Management with Psychology
University of The West Indies Cave Hill Campus
Cave Hill, St. Michael10-2024
Associate of Applied Science - Land Surveying
Barbados Community College
“Eyrie” Howell’s Road, St. Michael06.2018
Skills
- Proficient in Microsoft Office Suite
- Handling conflict resolution
- Quality customer service
- Strong communication and interpersonal skills
- Problem-solving skills
- Detail-oriented
- Strong organizational skills
- Adaptability
- Strong work ethic
Certification
- Certificate of Proficiency (COP) 2024
Timeline
Customer Experience Representative
Sagicor General Insurance Inc.
10.2022 - Current
Receptionist
East Caribbean Conference of Seventh-Day Adventists
01.2022 - 02.2022
File Clerk and Call Center Agent
Insurance Company of Barbados (ICBL)
10.2018 - 06.2020
Bachelor of Science - Management with Psychology
University of The West Indies Cave Hill Campus
Associate of Applied Science - Land Surveying
Barbados Community College
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