Mishanga Miller

MISHANGA MILLER Customer service Specialist / Quality Analyst INFO EMPLOYMENT HISTORY ADDRESS Quality Analyst, Itelbpo Smart Solutions Duanvale District, Falmouth, Jamaica PHONE - Montego Bay Dec 2018 – Present Duties: Listen agent calls, evaluate and score based on discussed KPIs, coach agents based on discovered opportunities, attend calibrations with clients, provide support to new hires. EMAIL -DATE / PLACE OF BIRTH - Falmouth NATIONALITY Sales / Customer Experience Agent, Kindly Care (Remote) San Franscisco Aug 2018 – Dec 2018 Duties: Taking inbound calls and making outbound calls. Assisting callers with queries, working in Salesforce, ensuring one call resolution. Sending text messages as follow ups. Jamaican HOBBIES Makeup application, event planning and consultation, counselling, meeting new people and learning about new cultures Hotel Operator Supervisor, Royalton Resorts and Spa Falmouth Apr 2018 – Aug 2018 Duties: Answer all incoming calls from guests and external customers. Get all guest issues resolved in a timely manner (housekeeping, maintenance, etc.) Quality Analyst, Centerfield Media Montego Bay Aug 2017 – Apr 2018 Duties: Supervisory functions which include, but not limited to, monitoring calls and giving guidance to customer service agents. Quality Assurance Agent , Vistaprint Montego Bay Jan 2014 – Apr 2017 Duties: Supervisory functions which include, but not limited to, monitoring calls and giving guidance to customer service agents. Attending frequent calibration sessions with international sites to ensure consistency across the board. Providing detailed feedback to training and customer advocacy to ensure necessary training is being provided to agents and issues affecting external customers and resolved in the swiftest time frame possible. Customer Service Representative, Global Gateway Solutions Montego Bay May 2011 – Feb 2012 Duties: Providing customer support to clients. Taking inbound calls and answering customer's queries while up selling on available products and services. Customer Service Representative, Affiliated Computer Service Nov 2008 – Dec 2010 Duties: Providing customer support to clients. Contacting delinquent loan holders and processing payments. Reservation Specialist, E- Services Group Montego Bay Feb 2007 – Aug 2007 Duties: Providing customer support to clients. making Travel reservations and altering same for Delta Airlines travelers. Retention Specialist, National Asset Recovery Montego Bay Oct 2006 – Jan 2007 Duties: Offering special benefits to clients in an effort to retain business. EDUCATION Westwood High School, High School Diploma Stewart Town Sep 2001 – Jul 2006 Caribbean Examinations Council ( CXC) English Language Grade 1 English Literature Grade 2 Mathematics Grade 2 French Grade 3 Biology Grade 3 Chemistry Grade 3 Physics Caribbean History Grade 3 Grade 3 Montego Bay Community College Sep 2007 – Jun 2008 COURSES Makeup Artistry, Adore Beauty and Cosmetics Jan 2018 – Mar 2018 Supervisory Managent, UWI Open Campus Apr 2019 – Present REFERENCES Can be furnished upon request. Montego Bay