Quality Assurance Call Agent
Resume:
Contact
Phone
****************@*****.***
Alkmaar, Pejestraat 154
Address
Experience
Education
Customer Happiness Expert/Coach
Mulo B- Diploma
MBO-Diploma en Microsoft Word,
Excel en PowerPoint certificaat
Bachelor of Education (BEd)
From 2013 to 2017, I attended the Imaam Abu Hanifa Mulo School, located at Kankantristraat 40. The
principal can be reached at the phone number
402172.
From 2017 to 2019, I attended the Openbaar
Atheneum Havo 1. During this time, I obtained both my MBO diploma and my Microsoft Office
certificate. The school is located at Boterbloemstraat 8. The principal can be reached at the phone
number: 401064.
I have been enrolled as a student at the IOL since 2019. I am majoring in English, with Dutch as my
minor. I am expected to graduate in 2026.
Since 2019
2013-2017
2017-2019
Since 2019
Concentrix
Imaam Abu Hanifa
Muloschool
Openbaar Atheneum
Havo 1
Instituut voor de
Opleiding van Leraren
(IOL)
Expertise
Creativite
Disciplined
Negotiation
Critical Thinking
Leadership
Empathic
Enthusiastic
Language
Dutch
English
Thandi Cummings
I have been working at Concentrix, located at Jagernath Lachmonstraat 179, since 2019 and am currently still employed there. Over the past 5 to 6 years, I’ve had the opportunity to grow professionally, advancing from a call agent to a coach. I held the position of coach from May 5, 2023, to September 9, 2024.
As a call agent, I primarily work on an inbound project, assisting customers who contacted us directly. I frequently followed up with customers when their calls were unexpectedly
disconnected or when I needed to provide feedback on behalf of another department. In addition to handling phone calls, I also communicated with customers via email and chat, ensuring timely and accurate support across different channels. During my time as a coach, I was responsible for guiding and supporting a team of agents to help them improve their performance and customer service skills. I conducted regular one-on-one coaching sessions, monitored calls for quality assurance, and provided constructive feedback. I also helped identify training needs and collaborated with team leads and management to maintain smooth day-to-day operations.
Contact this candidate