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