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Work experience

Jun 2014Present

Digital Content Specialist

Columbus Communications Inc.

➢ Monitor Flow’s social media platforms including Facebook & Twitter for posts, comments, shares and/or tags by Flow customers in Barbados, Grenada, Jamaica, St. Lucia, St. Vincent and the Grenadines and Trinidad and Tobago.

➢ Provide appropriate responses to customers on the company’s social media platforms using the company’s moderation guide.

➢ Ensure that complaints and queries raised on the company’s social media platforms are resolved in keeping with the company’s Service Level Agreement.

➢ Develop monthly content calendars for the Flow Trinidad and Tobago Facebook page.

➢ Post engaging and promotional content on the Flow Trinidad and Tobago Facebook page in keeping with the Flow Trinidad and Tobago Facebook content calendar. ➢ Provide bi-weekly reports on the performance of the company’s social media platforms.

Oct 2012May 2014

Service Delivery Agent

Columbus Communications Jamaica Ltd.

➢ Maintained a quality score of 80% and above to preserve a position on the Top Quality Agent List for seven (7) months (May 2013 – November 2013).

➢ Attained a certificate for the Most Punctual Agent for 2013.

➢ Resolved customers billing query through excellent knowledge of Flow’s billing system ➢ Liaised with internal departments to resolve customers Watch service issues in a timely manner.

➢ Educated customers on Flow’s Watch, Talk and Click services through marketing strategies such as upselling and cross-selling.

➢ Team player in a dynamic team which strived to achieve the Service Delivery service level on a daily basis.

➢ Garnered an expert knowledge regarding the Flow’s Terms and Conditions of Service.

Acting Senior Agent (December 2013 – May 2014) 

➢ Availed support to the Junior Agent Team.

➢ Resolved escalations sent to the Senior Agent inbox by Junior Agents and internal customers.

➢ Maintained the Service Delivery Department’s daily Service Level, 80%.

➢ Ensured that email escalations sent to the Senior Agent Inbox are resolved accurately and in a timely manner.

➢ Resolved Watch service issues experienced by our customers via Facebook and Twitter in a timely manner.

May 2011Aug 2011


Energy Monitoring and Auditing Team School of Graduate Studies, Research and Entrepreneurship University of Technology, Jamaica.

➢ Advocated for energy conservation and good environmental practices in the University of Technology.

➢ Posted innovative energy saving messages around the University of Technology in an effort to encourage students to adopt best practices in energy and environmental stewardship thus reducing carbon footprint.

➢ Engaged new students to become Energy Monitors at the University of Technology Oriented Week 2011.

Jul 2010Aug 2010

Clerical Officer

Caribbean Bible Institute CBI

➢ Exceeded daily targets given to type examination manuscripts thus meeting deadlines for submitting manuscripts for examinations.

➢ Displayed expert soft skills as an assistant receptionist.

➢ Filed student coursework data for the Institution.

➢ Successfully completed student records Data Entry for July 2010 – August 2010.



Bachelor of Laws (Lower Second Class Honours).

University of Technology

Diploma and Associate Degree

Convent of Mercy Academy

Successfully achieved 8 CXC subjects and an Associate Degree in Business Administration.


Customer Service Advocate
Public Relations
Team Player
Intrinsically Motivated


As a Flow Offline Representative, during the period July 2013 – November 2013

✓ I successfully led a team of agents in resolving escalations sent via the Backlog Site.

✓ Aided in completing the Welcome Call Listing for Residential and Commercial customers in August – September 2014.

✓ Assisted to decrease the plethora of return bills the company receives monthly by confirming customers Bill Delivery Option to ensure that our customers receive their bills.

✓ Successfully achieved the E-SMS initiative to accommodate a smooth transition in verifying whether Click customers opt to go-green and receive electronic bills.

✓ Aided in successfully completing the Drop Swing Listing in November 2013.

✓ Resolving issues and answering queries made by customers through Flow’s ‘Live Chat’.

As a member of the Marketing team in the Energy Monitoring and Auditing Team

✓ Wrote proposals for corporate sponsorship for the Energy Monitoring and Auditing Team.

✓ Organised events for the Monitoring and Auditing Team completed in the University of Technology Oriented Week 2011.