Samantha Singh

Profile Experienced and dedicated Quality Manager with several years of experience Samantha Singh GLOBAL QUALITY MANAGER working in the BPO Industry. I've spent several years honing my skills in providing quality service to all my clients on every interaction. I also have experience in Data Entry/Analysis as well as Team Management with a proven track record of providing effective summary reports on a monthly basis to the senior management team. Employment History Administrative Support, Care Solace, Remote Details-- Skills Problem Solving Communication Ability to Multitask NOVEMBER 2020 — PRESENT • Managing Google Workspace. • Processing Payroll. • Assist in the recruiting process. • Writing in shorthand. • Communicating with upper management. • Communicating with other employees. • Forwarding emails from clients to the appropriate recipient. • Sending emails to clients. • Onboarding New Hires. • Provide Technical Support. Adaptability Quality Assurance Manager, Care Solace, Remote Fast Learner Ability to Work in a Team Leadership Communication Skills Microsoft Excel M AY 2 0 2 0 — N O V E M B E R 2 0 2 0 • Design, implement and improve company quality standards. • Analyze data in order to find areas for growth. • Assist in the recruiting process. • Training, motivating, coaching, and correcting employees to ensure that standards are met. • Create reports to track progress. • Formulate strategies to increase productivity. • Review processes in order to ensure that they align with current trends. Computer Skills Data Entry Clerk & Analyst , Care Solace, Remote Data Entry J A N U A R Y 2 0 2 0 — M AY 2 0 2 0 Customer Service • Maintain database by entering new and updated client and account information. • Prepare source data for computer entry by compiling and sorting information. Hobbies • Maintain operations by following policies and procedures and reporting needed changes. • Purge files to eliminate duplication of data. • Maintain data entry requirements by following data program techniques and procedures. Music Production Photography Videography Watching Anime Team Manager, Ibex Global, Kingston DECEMBER 2018 — AUGUST 2019 • Managing the day-to-day activities of the team. • Motivating the team to achieve organizational goals. • Developing and implementing a timeline to achieve targets. • Delegating tasks to team members. • Conducting training of team members to maximize their potential. • Empowering team members with skills to improve their confidence, product knowledge, and communication skills. • Conducting quarterly performance reviews. • Contributing to the growth of the company through a successful team. • Creating a pleasant working environment that inspires the team. Quality Assurance Analyst, Sutherland Global Services, Kingston M AY 2 0 1 5 — J U N E 2 0 1 7 • Design, implement and improve company quality standards. • Analyze data in order to find areas for growth. • Assist in the recruiting process. • Training, motivating, coaching, and correcting employees to ensure that standards are met. • Create reports to track progress. • Formulate strategies to increase productivity. • Review processes in order to ensure that they align with current trends. Billing & Sales Agent, Sutherland Global Services, Kingston M AY 2 0 1 3 — M AY 2 0 1 5 • Manage inbound and outbound customer calls in a timely manner • Identify customers’ needs and wants, give your best to clarify information • Research every issue and provide solutions to them • Recognize opportunities to up-sell our products and services • Follow our company's communication “scripts” • Keep records of all conversations in our call center database in a comprehensible way • When assigned, attend educational seminars • Build strong relationships with customers • Follow our customer engagement strategy • Meet qualitative and quantitative targets Education Sociology, University of the West Indies, Mona, Kingston 2012 — JUNE 2015 Associates in Humanities, Ardenne High School, Kingston S E P T E M B E R 2 0 0 4 — J U LY 2 0 1 1 References References available upon request