Kristal Cudjoe
Basseterre
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering over eight (8) years of experience in the telecommunication industry.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Senior Loyalty Support Specialist
Flow LLA
03.2021 - Current
- Resolve escalated customer issues within 48 hours, achieving a 95% resolution rate while ensuring financial queries are closed within 30 days, reducing disputes by 20%.
- Collaborate with internal and external teams to address service provisioning anomalies, streamlining processes and eliminating backlogs by 25%.
- Document escalation procedures comprehensively, enhancing departmental transparency and consistency in handling complex cases.
- Analyze escalation trends, identifying recurring issues and implementing process improvements that reduced voluntary churn by 15%.
- Act as a primary point of contact for stakeholders, providing timely updates on escalated cases and maintaining a 90% customer satisfaction rating.
- Manage financial approvals and bulk uploads, adhering to internal guidelines and minimizing errors in account adjustments.
Customer Service Advocate
Flow LLA
06.2017 - 03.2021
- Triaged high-volume inbound calls, maintaining an 80%+ call answer rate and directing requests to appropriate personnel for efficient resolution.
- Advocated for customers by coordinating appointments and troubleshooting technical issues, reducing field technician engagements by 15%.
- Corrected billing errors and managed payment issues, ensuring zero delays in account updates and enhancing customer trust.
- Empowered customers with web-based tools, increasing self-service adoption.
Customer Service Representative
IQOR
11.2016 - 06.2017
- Handled customer inquiries in a fast-paced call center, maintaining a 75%+ call answer rate and resolving issues efficiently.
- Closed sales and scheduled appointments, providing detailed product and service information to drive customer satisfaction.
Child Caregiver
Loveuntil Foundation
08.2015 - 08.2016
- Designed and led educational group activities to support children’s academic, social, and emotional development.
- Built strong rapport with children, caregivers, and staff, ensuring a collaborative and supportive environment.
- Provided basic first aid and reported health concerns, maintaining a safe and nurturing environment.
Administrative Assistant/Zookeeper
Zoological Society of Trinidad and Tobago
09.2015 - 12.2015
- Managed animal care facility operations, ensuring 100% fulfillment of feeding, watering, and upkeep tasks.
- Monitored animal health and behavior, reporting issues promptly to prevent distress or medical emergencies.
- Supported administrative tasks, including answering calls and maintaining facility records.
Education
Master of Science (M.Sc.) - International Public Health
Liverpool John Moores University
Liverpool, EnglandBachelor of Science (B.Sc.) - Biology
University of the Southern Caribbean
St. Joseph, TrinidadC.A.P. E - Sciences
Carapichaima Senior Comprehensive School
Carapichaima, TrinidadC.X.C - Sciences
Couva Government Secondary School
Couva, TrinidadSkills
Service Delivery & Operational Support
CRM Systems (Liberate)
Customer Relationship & Retention Strategies
Billing Accuracy & Financial Account Management
Analytical Thinking & Problem-Solving
Team Collaboration & Cross-Departmental Coordination
Data Analysis & Reporting
Strong Communication & Stakeholder Management
Process Improvement & Workflow Optimization
Ticket management
Remote support
Customer relationship management
Certification
Coursera: Foundations of Project Management (Aug 2023)
Timeline
Senior Loyalty Support Specialist
Flow LLA
03.2021 - Current
Customer Service Advocate
Flow LLA
06.2017 - 03.2021
Customer Service Representative
IQOR
11.2016 - 06.2017
Administrative Assistant/Zookeeper
Zoological Society of Trinidad and Tobago
09.2015 - 12.2015
Child Caregiver
Loveuntil Foundation
08.2015 - 08.2016
Bachelor of Science (B.Sc.) - Biology
University of the Southern Caribbean
C.A.P. E - Sciences
Carapichaima Senior Comprehensive School
C.X.C - Sciences
Couva Government Secondary School
Master of Science (M.Sc.) - International Public Health
Liverpool John Moores University