Customer Service Quality Analyst
Resume:
Araceli Graniel
**** ***** ******, ****** ****; *31-5538; **************@*****.***
Education
St. Catherine Academy, Belize City, Belize
September 1987 – May 1991
St John’s College, Sixth Form, Belize City, Belize
August 1991 – August 1993
Associate’s Degree in General Studies – St. John’s College
Certificate in Personal Finance – SJC Professional Studies
Work Experience
Scotia Bank Belize Ltd.
October 1997 – April 2010
Throughout my tenure at Scotiabank, I held positions ranging from Teller, Customer Service Clerk, Supervisor and then to Relationship Officer where I managed the financial portfolio for the bank’s high-value customers.
Due to hard-work, being customer focused and self-discipline, I was able to meet and exceed assigned sales goals.
Quality Analyst - Belize Telemedia Ltd.
September 2010 – March 2021
At Belize Telemedia Limited, my functions were mainly the below:
Streamlining and documenting processes for tasks within the Customer Service Division
Providing Training mainly to frontline staff for new or redesigned processes
Auditing staff to measure performance on customer service interactions.
Skills
Skills include:
Work commitment e.g. meeting/exceeding deadlines and completing work assigned according to standards
Soft-skills with priority focus on customer service excellence
Time management in ensuring that hours assigned for work are utilized to the fullest for maximum productivity.
Finding innovative ways to accomplish set tasks/goals based on approval e.g. report process shared took 1 hr. to complete, other options in system were explored and report time was reduced to 30 minutes.
References
Tamara Cole – Colleague at Belize Telemedia Belize City 501-***-****
Denise Walker Palacio – News Anchor at Plus TV, Belize 501-***-****.
Personal Goals The 2 previous employments held certainly gave me a wealth of knowledge in various skills such as: banking, customer service and opportunities to be a part of dynamic teams.
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