Natoya Samuels

NATOYA SAMUELS Customer Service Representative PROFESSIONAL SUMMARY Service-Focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving and attention to detail. Multitasks and manages time well to meet performance targets consistently CONTACT PHONE:- Kingston, Jamaica Email:- EDUCATION University Of Technology BSc. Dental Hygiene August 2021- Present (2027) B&B University College Business Administration August 2017 Holy Childhood High School -2016 9 CSEC Subjects 5 Cape Subjects Graduated -High School Diploma WORK EXPERIENCE Hinduja Global Services- Brand Advocate December 2018- October 2020 • Handle Customer Inquiries via inbound and outbound calls, giving prompt answers to queries. • Educate Customers about products and services, helping them understand features, benefits and usage. • Maintenance of Customer Records. Sagility(Previously Hinduja Global Services) Quality Analyst November 2020- May 2022 • Identify and remedy defects within the production process. • Recommend, Implement and monitor preventative and corrective actions to ensure that quality standards are achieved. • Compile and analyze statistical data. Sagility(Previously Hinduja Global Services) Real-Time Analyst June 2022- August 2024 • Monitor and optimize the operational performance in real time ensuring service level targets are met. • Effective management of incoming and outbound phone chat and email volume SKILLS • • • • • • • Teamwork and Collaboration Familiarity with CEM and Contact Center Software(Verint, Genesys) Task Prioritization Microsoft and Excel Proficient Excellent Verbal and Written Communication skills Adaptability Critical Thinking