Quality Analyst Customer Experience

LAKESHA SPENCER-MUHAMMAD

***-** ***** ****** ****** Village NY 11429

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

929-***-****

Experienced and passionate Customer service\Quality Analyst\SME with over 14.5 years of experience in customer relations,

troubleshooting and training. Looking for the next challenge with a company that is focused on excellence and growth.

Experiences:

April 2025 - Current PrimeFlight Aviation Services (JFK - JetBlue Airways) - Ticket Guide agent

April 2014 - September 2021 Conduent - Customer Experience Quality Analyst/SME/Software Trainer

Some of my responsibilities included;

• Training a team of technical support representatives, ensuring they are well trained, motivated and equipped to handle customer inquiries and technical issues effectively.

• Conducting regular performance evaluations and audits to ensure that the team follows established processes and maintains a high standard of service.

• Handling complex or escalated customer issues that require a higher level of expertise or intervention.

• Performances Appraisal, where I analyze my team’s performance such as quality handling of calls, response times, customer satisfaction scores and other key performance indicators (KPIs).

•

November 2006 - April 2014 Conduent – Customer Experience Associate

Some of the responsibilities I had included;

• Providing prompt and courteous assistance to customers who have technical issues or questions.

• Analyzing technical issues reported by customers and identifying the root cause of the problem.

• Providing feedback to the product development and engineering teams based on customer feedback and recurring technical issues.

Education/Qualifications

• National Council on Technical and Vocational Education and Training (NCTVET) 2020

Quality Analyst (BPO) Customer Engagement Operations Level 3 Certificate

• Harrison Memorial High School Caribbean Examination Council Secondary Education Certificate (CXC)

English Language

Social Studies

Mathematics

Human and Social Biology

Principles of Account

Skills

• Excellent leadership and team building skills

• Good verbal and written communication skills

• Proficient in Microsoft Office Suite

• Adaptability

• Problem-Solving

Contact this candidate