Rande Davis

Rande H. Davis Kingston, Jamaica |- |- Objective Seeking to leverage expertise in a fast-paced environment with a focus on detail and continuous improvement in addition to overseeing and ensuring adherence to the highest standards of quality and performance in operations, while safeguarding customer service excellence by analyzing interactions, identifying trends, and delivering actionable insights to enhance service delivery. Experience Alorica | Customer Service Agent- Increased customer retention by 20% Handle on average of 100 customer via phone and chat medium Provide technical support for a wide variety of products and services Drove a customer centric approach with customer interactions with boasted CSAT by 60% Alorica | Quality Assurance Analyst - Cleaned and preprocessed data Conducted on average of 250 contact audits for agents ranging from phone and chat medium Developed innovative ways for agent coaching for over 25 agents Collaborated with operational support such as Team Managers, Support coaches ,Operations managers and other areas of support to give feedback and coaching tips to improve agent overall customer satisfaction. Lead calibration sessions between within the quality assurance and training teams to identify areas of opportunity Alorica | Lead Customer Service Support Agent - Provide operational support for a team of 20 agents Assist agents with areas of opportunity on how to create lasting customer experience Build a conducive workspace for the improvement of customer service agents Education Jose Marti Technical| CXC, CAPE2018 CXC- 8 CXC | CAPE 5 American Hotel & Loding educational Institute| Diploma and Associates Degree- Major: Hospitality and Tourism Management Skills & abilities Management Problem solving Excellent Communication Skills Leadership Microsoft 365 Proficiency Zendesk Salesforce Slack