Dianne Thomas
Linden,Guyana
Summary
Dedicated Remote Chat Agent with expertise in CRM software and effective communication. Proven ability to enhance customer satisfaction through quick problem resolution and team collaboration.
Overview
16
16
years of professional experience
Work History
Remote Chat Agent
One Communications
Georgetown Guyana
10.2019 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Contributed towards a positive work environment by supporting colleagues during challenging situations or peak periods.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed multiple chat conversations simultaneously, maintaining efficiency and productivity.
Operations Supervisor
Qualfon Call Center
Georgetown Guyana
12.2009 - 02.2018
- Oversaw daily operations, ensuring adherence to quality standards and performance metrics.
- Trained and mentored staff on best practices for customer service excellence.
- Implemented process improvements, enhancing operational efficiency and reducing response times.
- Analyzed performance data to identify trends and drive strategic decision-making.
New Hire Trainer
Qualfon Call Center
Georgetown
01.2014 - 01.2016
- Developed and implemented training programs for new hires, enhancing onboarding effectiveness.
- Facilitated workshops to improve employee engagement and retention rates.
- Mentored new trainees, ensuring consistency in training delivery across teams.
- Analyzed trainee performance data to identify areas for process improvement.
Education
Psychology - Psychology
American University of Peace Studies
Georgetown Guyana12-2024
Human Relations - Human Resources Training
University of Guyana
Turkeyen, Guyana04-2021
Six Sigma Yellow Belt - Management
University System of Georgia
Georgia02-2021
Six Sigma Greenbelt -
Keisen Center International
02-2018
Industrial Relations And Management - Industrial Relations
University of Guyana (IDCE)
Turkeyen, Guyana09-2016
High School Diploma -
Mckenzie High School
Linden , Guyana2008
Skills
- Quick thinking
- Patience and tolerance
- Call center experience
- Language fluency
- Independent Decision-making
- CRM software usage
Timeline
Remote Chat Agent
One Communications
10.2019 - Current
New Hire Trainer
Qualfon Call Center
01.2014 - 01.2016
Operations Supervisor
Qualfon Call Center
12.2009 - 02.2018
Psychology - Psychology
American University of Peace Studies
Human Relations - Human Resources Training
University of Guyana
Six Sigma Yellow Belt - Management
University System of Georgia
Six Sigma Greenbelt -
Keisen Center International
Industrial Relations And Management - Industrial Relations
University of Guyana (IDCE)
High School Diploma -
Mckenzie High School