Taura Brown

Taura Brown Riverview Apartments, Temple Hall St Andrew, Jamaica Tele:- Email:- Objective To work in an organization where my education and experience can be expanded and utilized. Education UNIVERSITY OF TECHNOLOGY JAMAICA (2009) Bachelor Of Science in Computing & Information Technology  Data Communications (Major)  Multimedia Technology & Decision Science (Minor) Related Courses:  Internet Technology  Software Design and Software Implementation  Computer Architecture and Computer Organization and Assembly  Operating Systems KNOX COMMUNITY COLLEGE (2007) Associate Degree in Modular Computer Studies ALBERT TOWN HIGH SCHOOL (2005) 7 PASSES AT THE CXC LEVEL Skills & Abilities      Customer Service expert ‘People-Person’ (Customer Services / Public Relations) PC troubleshooting and support Networking Project management Experience QUALITY ASSURANCE MANAGER (AUGUST 2018 – APRIL 2020) Conduent  Client reporting and feedback on agent performance  Agent up-training – computer hardware/software  Work directly with operations to achieve site goals  Oversee and manage performance/service quality to guarantee customer satisfaction  Communicate directly with overseas Client and team members  Manage a team of quality analyst to improve individual as well as agent performance  Project management – spearhead a team of individuals to create online Chabot TEAM MANAGER (FEBRUARY 2013 – AUGUST 2018) Conduent  Solve computer related issues at first call resolution  PC troubleshooting and desktop support  Enable staff members to deliver consistent quality service to callers  Resolve supervisor escalated calls on a daily basis  Produce Key process Index report on a weekly basis comparing agent performance over the reporting period  Continuously coach staff to ensure that individual and organizational performance goals are achieved. Be it real time or recorded.  Contribute positively to the creative and fiscal growth of the company QUALITY ASSURANCE ANALYST (OCTOBER 2010-FEBRUARY 2013) Xerox Services  Evaluate technical representative’s call on a daily basis, real time or recorded  Generate weekly reports documenting the overall performance of the production floor  Coach and provide technical support representatives with feedback to assist them in providing excellent customer service DATA ENTRY CLERK (JANUARY 2010-APRIL 2010 ) American Chamber Of Commerce Jamaica (AMCHAM)  Telephone assistance  Updating Client Database Taura Brown SALES ASSOCIATE (JUNE 2009 - SEPTEMBER 2009) Food Lion Corporate, Lewes Delaware, USA  Customer Service  Cashier Reference Will be made available upon request. Taura Brown