Rachel Chambers
Quality Analyst
128 Mountain View Ave Kingston 3,Kingston
Summary
Detail-oriented Quality Analyst proficient in tracking and improving employees performance,minimizing errors and capitalizing on producing exceptional results. Skilled in analyzing and resolving defects.
Outstanding analytical and conceptualization skills,
offering excellent communication and good judgment.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet the company's goals.
Overview
3
3
years of professional experience
12
12
years of post-secondary education
1
1
Certificate
Work History
Quality Analyst
Itel International
Kingston, St. Andrew
09.2021 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Compiled and distributed weekly and daily feedback to team leaders and managers to improve service time ad quality while increasing productivity.
- Analyzed quality and performance data to support operational decision-making.
- Administered over 100 internal quality audits and assessed results to inform corrective action measures.
Customer Service Representative
Itel International
Kingston, St. Andrew
11.2019 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving their concerns.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Managed over 100 customer calls per day.
Reservation Specialist
Teleperformance
Montego Bay, St. James
07.2019 - 09.2019
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed over 100 reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Converted inbound calls into sales 50% of time
Education
The Caribbean Advanced Proficiency Examination - 4 Units of CAPE
Excelsior High School
137, 3 Mountain View Avenue, Kingston 11.2018 - 06.2019
Diploma - 7 CSEC
St. Hugh’s High School
1 Leinster Rd, Kingston 09.2013 - 06.2018
Grade Six Achievement Test -
Mountain View Primary School
137 Mountain View Ave, 3 Kingston, Jamaica 09.2006 - 06.2013
Skills
- Correction action planning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Quality Analyst
Itel International
09.2021 - Current
Customer Service Representative
Itel International
11.2019 - 08.2021
- Customer Service (Level 1)
08-2019
Reservation Specialist
Teleperformance
07.2019 - 09.2019
The Caribbean Advanced Proficiency Examination - 4 Units of CAPE
Excelsior High School
11.2018 - 06.2019
Diploma - 7 CSEC
St. Hugh’s High School
09.2013 - 06.2018
Grade Six Achievement Test -
Mountain View Primary School
09.2006 - 06.2013
Affiliations
Octagon Environmental Club -(2015-2018)
Certification
- Customer Service (Level 1)
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