NASTASSIA MCGILVIE

850-***-**** adygjn@r.postjobfree.com

Summary

Enthusiastic client services professional with strong background in quality assurance, directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Experience

Customer Service Specialist 08/2021 to 04/2023 Hinduja Global Services

Documented customer correspondence in CRM to track requests, problems and solutions.

Upheld quality control policies and procedures to increase customer satisfaction.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.

Executed and developed methods to obtain post-production product feedback from customers.

Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.

Contact Center Lead 04/2018 to 06/2021 Advantage Communications

Interviewed, hired, and coordinate training of new team members.

Assisted in escalated customer problems via phone, email, and live chat Conducted regular call monitoring to ensure a superior client experience.

Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary.

Communicated performance expectations and monitored performance plans.

Participated in project meetings, created new processes and procedures, and trained agents accordingly.

Customer Service Representative 01/2015 to 02/2018 Startek Inc.

Answered inbound calls, chats and emails to facilitate customer service.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Upheld quality control policies and procedures to increase customer satisfaction.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Mentored new employees on procedures and policies to maximize team performance. Skills

Education and Training

Communication Studies Unit One (1) Grade 5

Camperdown High School

High School Diploma

ST Thomas Technical High School