Annakay Nelson

ANNAKAY NELSON PROFESSIONAL OBJECTIVE Contact Phone - Email-Address Over River Orange Sign P.O. Montego Bay St. James Jamaica Hard and Soft Skills Good Communication Skills Customer Service and Support Critical-Thinking Skills Leadership and Supervision Skills Teamwork and Collaboration Talent Conflict Resolution Skills Record and Inventory Management Observational Skills Time Management and Prioritization Skills Planning and Execution Skills Multitasking and Adaptability Skills Quality Control and Inspection Reservation/Appointment Setting CRM Software Proficiency Administrative and Office Support Caregiving and First Aid Skills Vital Signs Monitoring Language English References Available upon request An enthusiastic and motivated professional seeking a challenging role that allows me to apply my skills, experience, and passion to contribute positively to the organization's growth and success. Committed to continuous learning and adaptability, I aim to excel in a dynamic work environment while making a meaningful impact. PROFESSIONAL EXPERIENCE Niwajo Management Consultancy Ltd. | 03/2019 - 05/2024 Quality Assurance Supervisor Conduct incoming, in-process, and final product/service inspections to ensure compliance with quality standards. Monitor agents in implementing and maintaining quality control procedures for first point of contact. Provide training and support to production staff to ensure understanding and adherence to quality standards. Maintain accurate records of quality data and prepare reports for management review. Teleperformance | 02/2018 - 02/2019 Collections/Customer Service Representative Conducted outbound calls to debtors to negotiate payment arrangements, settlements, and repayment plans. Used skip tracing techniques to locate debtors and gather accurate contact information, ensuring follow-up on outstanding accounts. Documented all collection activities, including calls made, promises to pay, payment arrangements, maintaining detailed and accurate records. Handled difficult or escalated calls with professionalism and empathy, resolving disputes and addressing concerns. Teleperformance | 02/2018 - 02/2019 Quality Analyst Conducted quality assessments of customer interactions through call monitoring and evaluation. Analyzed customer service representatives' performance and provided constructive feedback for improvement. Prepared and presented detailed quality reports to management, identifying trends and areas for improvement. EDUCATION Aabuthnott Gallimore High School Ferncourt High School 3 CSEC Subjects