Tamara Fletcher

TAMARA FLETCHER PROFILE CONTACT --20 Chocolate Cl, Angels, Spanish Town EDUCATION 2006 - 2011 ST. MARY’S COLLEGE CSEC Management English A Principle of Bisiness Human and Social Biology Social Studies Food and Nutrition SKILLS Dedicated Professional with over a decade of expertise in Customer Service. Proven track record in improving service quality, enhancing customer satisfaction, and implementing effective training programs. Strong leadership, analytical, and communication skills, dedicated to driving continuous improvement and ensuring exceptional customer experiences. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals. WORK EXPERIENCE Ibex Global SEPT. 2022 - JUN. 2024 Assistant Quality Manager Facilitated communication between departments regarding quality-related issues, promoting a culture of collaboration across the organization. Analyzed data from various sources to monitor performance trends and identify opportunities for continuous improvement. Establish and maintain a Quality Management System, including documentation, training, audits, and continuous improvement initiatives. Ibex Global Quality Assurance Supervisor SEPT. 2019 - SEPT. 2022 Supervising, Training, and presenting the Quality Analysts with their daily tasks Maintained comprehensive knowledge of relevant regulations, standards, and best practices in quality assurance. Ensured proper documentation of all quality control activities, including corrective actions taken. Project Management Quality Metrics Monitoring Problem Solving Aptitude Time Management Leadership Effective Communication Critical Thinking REFERENCE Tawana James - - 5911- Ibex Global NOV. 2017 - SEPT. 2019 Trainer & Quality Analyst Delivered technical and skills training to new hires and tenured employees via classroom and remote approaches. Mentored new trainers on best practices in delivering effective customer service education. Analyzed data and performance metrics to assess the effectiveness of customer service processes and procedures. Provide feedback and coaching to customer service representatives to improve their performance and adherence to quality guidelines. Conduent Customer Service Representative OCT. 2014 - MAR. 2017 Providing elevated customer satisfaction through swift, knowledgeable service via phone, email, and chat. Built trusting relationships with customers to understand their needs better. ST. MARY’S COLLEGE