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Kevin

Top Rated

Quality Assurance Analyst

Jamaica🇯🇲
•

$1,764.71 - $2,941.18

About

Five years of Customer Service experience using Salesforce and Slack as a Quality Analyst

Industry Experience

Human Resources Services

Hospitals & Clinics

Retail – Home & Garden

Freight & Package Transportation

Candidate Information

Availability

Full-Time, Part-Time

Work Arrangement

Remote

English Level

Native Fluency (C2)

Roles Qualified For

Quality Assurance Analyst
Customer Support Representative
Reservation Agent

Work Experience

Quality Assurance Analyst

10/2018 - 04/2024

https://www.ibex.co/

Jamaica

Under the Amazon campaign my role consisted of evaluating calls on a daily basis to then provide feedback via coaching to have the team meet goals such as customer success rate and quality score. While in this role i supported lines that consisted of customer support, recruiting, transportation and technical support. Through successfully administering a root cause analysis I was able to take the fifth place team and elevate them to first place where they remained for three consecutive months.

Customer Support Representative

01/2017 - 10/2018

https://www.ibex.co/

Jamaica

While supporting Amazon's retail line I was tasked with providing excellent customer service to customers who may have had difficulties receiving packages and assist with compensation on the company's behalf. On Amazon's recruiting line my role was to guide candidates through the hiring process, while on this account i managed to receive a record 121 positive responses in one week which eventually led to me being granted a promotion to Quality Analyst.

Customer Support Representative

01/2016 - 01/2017

https://hgs.cx/

Jamaica

While at this company I was placed on the Cigna Health Insurance campaign where my duty was to explain to customers their medical coverage. I constantly made the top 5 when I was then awarded with the opportunity become one of a select group of five to transition from supporting customer to supporting medical facilities with customer coverage information.

Licenses, Certifications & Awards

Quality Analyst of the Month

Process Improvement
Support Analytics and Reporting

Ibex Global

01/2023

Amazon Dream Team

Communication Skills
Customer Feedback Collection
Customer Satisfaction Tracking

Ibex Global

08/2017

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