Quality Analyst Kingston

Renae Gayle

Admissions Counselor

*********@*****.***

876-***-****

Kingston, Jamaica

Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Bringing 3-years background maintaining customer satisfaction and contributing to company success. Proficient in CRM and QA software. Demonstrated competencies in B2C sales, and updating documentation. Articulate, energetic and result-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. WORK EXPERIENCE

Admissions Counselor

Atlantic International University

09/2019 - 06/2021,

University that offers online courses from Diplomas to Masters Handled over 50 interactions daily, corresponding to prospective students via phone and email.

Developed and implemented 10 specific recruitment

projects and completed routine reports pertaining to recruitment.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Quality Analyst

IBEX Global

03/2018 - 02/2019,

Partnered with management to create, develop and

implement quality initiatives, resulting in 15% increase in customer satisfaction.

Developed 25 test scripts utilizing comprehensive

business requirements, functional documentation and processes.

Monitored inbound and outbound calls made by 20

agents to provide constructive feedback.

Team Lead

IBEX Global

08/2017 - 03/2018,

Oversaw team of 15 agents focused on inbound calls. Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations. Generated reports detailing metrics such as call times and satisfaction ratings for 15 agents.

EDUCATION

CAPE

Portmore Community College

09/2011 - 06/2012,

CSEC Examination

High School Diploma

Vere Technical High School

09/2008 - 07/2011,

CSEC Examination

SKILLS

Microsoft Office Data Analysis CRM

Email Marketing Inbound Marketing

Account Management Technical Suport

PERSONAL PROJECTS

Social Advancement & Development Care

(08/2019 - Present)

Collaborated with team of 3 in the development of Social Advancement Care & Development. We focus on assisting the less fortunate children in Jamaica with food, clothing and school supplies

CERTIFICATES

Email Marketing (06/2021 - 06/2021)

Inbound Marketing (06/2021 - 06/2021)

Contextual Marketing (06/2021 - 06/2021)

Advanced Google Analytics (06/2021 - 06/2021)

Achievements/Tasks

Achievements/Tasks

Achievements/Tasks

Courses

Courses

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