Customer Service Quality Assurance

BRYANA MALCOM

Lot ** Picadilly Drive, Caledonia Meadows, Manchester, Jamaica 876-***-**** ************@*****.***

Professional Summary

Dynamic customer service leader with proven success at Sutherland Global Services, excelling in team performance metrics and employee training. Adept at conflict resolution and quality assurance, I consistently exceed service goals while fostering a productive work environment. Skilled in data management and passionate about enhancing customer experiences.

Experience

CUSTOMER SERVICE TEAM LEADER SUTHERLAND GLOBAL JAN 2020 – PRESENT

Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.

Coordinated with other supervisors, combining group efforts to achieve goals.

Trained employees on best practices and protocols while managing teams to maintain optimal productivity.

Completed leaves of absence, time off requests and department transfers.

Reviewed employees' work to check adherence to quality standards and proper procedures.

Acted as liaison between management, customers and other stakeholders when needed.

Researched and prepared reports required by management or governmental agencies.

CUSTOMER SERVICE REPRESENTATIVE NATIONAL DEALER SERVICES MAR 2018 – JAN 2020

Resolved customer complaints promptly and efficiently.

Conducted regular follow-up calls with customers after resolving their issues.

Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Updated databases with new and modified customer data.

Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Used approved scripts to de-escalate angry customers during telephone interactions.

Updated system with order specifics and customer details, preferences, and billing information.

Education

HIGH SCHOOL DIPLOMA AUG 2017 MORANT BAY HIGH SCHOOL, ST. THOMAS, JAMAICA

Major in: Business Administration

Academic Achievements and Honors: 9 CSEC SUBJECTS, 4 CAPE SUBJECTS

Honor Roll: September 2015, Achieved 9 CSEC subjects

Ranked in Top 10% of class

Skills & Abilities

·

·Customer Service

·Team Leadership

·Excellent interpersonal and communication skills

·Performance Metrics

·Poised under pressure

·Quality Assurance

·Conflict Resolution

Activities and Interests

Movies, novels, social media and spending quality time with friends and family.

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