Quality Assurance & Customer Service Specialist

Mariama Sylla

+1-347-***-**** ***************@*****.*** Bronx, NY

Professional Summary Customer service and quality support professional with over six years of experience in call center operations. Skilled in reviewing customer interactions, coaching agents, and leading calibration sessions to improve service quality. Strong background in handling customer calls, understanding their needs, and building positive relationships. Known for helping increase customer satisfaction and supporting agents in improving their performance.

Work Experience:

Quality Assistant

Media Contact,Guinea 2021 – 2025

●Listened to and evaluated interactions

●Coached and trained agents

●Conducted calibration sessions

●Increased customer satisfaction

●Improved agent performance

Call center agent 2018 - 2020

Media Contact, Guinea

●Handled incoming customer calls online and process their request.

●Developed a high-quality business relationship through telephone contact.

●Improved active listening skills to understand customer expectations and provide appropriate responses

Education:

English Language Course (300 hours) Oct. 2025 - Jan. 2026

Riverside Immigrant Services & Empowerment, NYC

Skills:

●Ability to work under pressure

●Customer Service

●Problem Solving

●Punctuality

●Responsibility

●Organised

Languages:

●French (fluent )

●English (Upper Intermediate)

Contact this candidate