Imran Mc Farlane

IMRAN MCFARLANE 1E9 Unions Estate Twickenham Park St. Catherine, Jamaica -,--,-CAREER OBJECTIVE: To make a valuable contribution to the organization I am apart by utilizing my skills, abilities and knowledge while being offered ample scope for learning and professional growth. EDUCATION: University of the West Indies, Mona B.Sc. in Basic Medical Sciences (major in Pharmacology) - Jamaica College (Sixth Form) 3 CAPE UNIT-2 Subjects - Biology, Chemistry, Caribbean Studies 4 CAPE UNIT-1 subjects Biology, Chemistry, Physics, Communication Studies Munro College Obtained 8 CXC/CSEC level subjects - Biology, Physics, Chemistry, Social Studies, Information Technology, Mathematics, Principles of Business, English Language WORK EXPERIENCE: Customer Service Representative ,Conduent Jamaica ( January 8 ,2024- July 1,2024 ) ● Assesses chats to provide service immediately, be transferred, or require follow-up for client resolution. ● Identifies customer needs by referring to case notes and examining each as a specific case. ● Provides customers with information that is specialized and communicated in a warm empathetic manner ● Escalates issues to senior levels, based on complaints or concerns. ● Explains company policies to customers. ● Performs other duties as assigned. ● Complies with all policies and standards. Customer Service Representative/Reservation Specialist, The Office Gurus Jamaica ( February 20, 2023-January 3,2024) ● Provide exceptional customer service by making room, activities and dinner reservations for guests from resorts , hotels as well as from bread and breakfast properties within North America. ● Act as the first point of contact for our guests as it regards to questions about the properties and its amenities , hotel policies as well as to redirect guest to the appropriate departments Quality Systems Implementation Technician , ISO Quality Systems Division of the Ministry of Industry, Commerce, Agriculture and Fisheries ( June 18, 2018 – November 1st 2019) ● Conduct ISO 9001 Awareness/Sensitization Training among line staff ● Provide technical support to chief executive officer in preparing draft of the following for the Quality Manual: Organizational Context, Mandate, Compliance with laws, etc., Meeting Requirements of Interested Parties, Quality Policy, Quality Objectives, Key performance indicators (KPIs), etc. ● Prepare drafts of main Standard Operating Procedures and Work Instructions for each organizational unit ● Provide support to the organization in the: (i) Preparation of Risk Plan; (ii) Preparation of Competence and Training Records; (iii) Instituting a system for Internal Customer Feedback; (iv) Instituting a system for External Customer Feedback; (v) Conduct Internal Quality Auditing and Document Non-Conformances; (vi) Deal with Corrective Actions and Root Cause Analyses; (vii) Prepare draft Quality Manual Hinduja Global Solution ( November 14 ,2016- June 2018 ) ● Take inbound calls from customers in regards to their pharmacy benefits, information such as the medications covered under their pharmacy benefits; act as an advocate by going above and beyond to ensure customer issues are resolved. ● Make outbound calls to providers to ensure that what we have in our provider directory for them is correct, ensuring that accurate and current information is being displayed to patients seeking patient services, allowing them to find their preferred providers easily and to ensure that our information is up to date and current in our systems. SKILLS and COMPETENCIES: ● Able to work independently as well as in a team ● Coachable (Can handle constructive criticism) ● Willingness to learn from others; seek feedback to learn and improve. ● Excellent interpersonal ,communication(verbal and written) skills and positive attitude ● Ability to build rapport with customers and stakeholders ● Strong multitasking ability, able to set priorities, and manage time. ● Faster learner in regards to various systems and software ● Microsoft Word, PowerPoint and Excel, Teams ● Good internet and research skills ACHIEVEMENTS and Positions of Leadership: ● Academic achievement certificate (8th – 11th Grade) ● Cadet Corps ( Munro College, obtained the rank of Lance Corporal) ● School Prefect (Jamaica College) ● Year 1 to Year 3, President -, Dept. of Basic Medical Sciences, Faculty of Medical Sciences, UWI Mona) ● University of the West Indies Commuting Students Body - Executive Member and Male Sports Representative ) References Sara Blackwood-Brown Director - Products and Community Limited-