Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Kemar Osbourne

Worcester,Massachusetts

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

9
9
years of professional experience

Work History

QA Analyst

Sutherland Global Services
Kingston, Jamaica
06.2019 - 03.2022
  • Maintained quality assurance procedure documentation.
  • Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
  • Identified quality trends to investigate system flaws, process inefficiencies and training needs.
  • Monitored completed work and provided feedback to improve team member performance.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Identified training opportunities to drive increased levels of quality through various projects.
  • Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
  • Leveraged Six Sigma principles to identify and communicate compliance risks and quality improvement opportunities.
  • Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
  • Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.

Advanced Technical Support Specialist

IBEX Global
Portmore, PA
01.2018 - 01.2019
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
  • Partnered with external experts to deliver language translations, technical drawings, electromagnetic compatibility tests and machine noise emission level tests.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Technical Support Specialist

StarTek
Kingston , Jamaica
12.2015 - 12.2018
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.

Billing Specialist

Sutherland Global
Kingston , Jamaica
01.2015 - 12.2015
  • Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
  • Verified accuracy of information and resolved discrepancies with vendors before entering invoices for payment.
  • Followed all company procedures to keep data confidential.
  • Verified invoice procedures to validate customer contracts and maintain billing communication.
  • Established key relationships with peers throughout company to improve workflows and reduce communication bottlenecks.

Billing Specialist

Teleperformance
Montero Bay, Jamaica
01.2013 - 02.2015
  • Investigated and resolved issues to maintain billing accuracy.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Worked with team members and leadership to identify and develop process improvements.
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.

Education

GED -

Quinsigamond Community College
Worcester, MA
01.2024

Skills

  • Materials Inspection
  • Customer Service
  • Relationship Building
  • People Skills
  • Best Practices and Standards
  • Data Extraction
  • Verbal and Written Communication
  • Script and Scenario Design

Hobbies

  • Reading
  • Surfing the internet
  • Research
  • Volunteer

Timeline

QA Analyst

Sutherland Global Services
06.2019 - 03.2022

Advanced Technical Support Specialist

IBEX Global
01.2018 - 01.2019

Technical Support Specialist

StarTek
12.2015 - 12.2018

Billing Specialist

Sutherland Global
01.2015 - 12.2015

Billing Specialist

Teleperformance
01.2013 - 02.2015

GED -

Quinsigamond Community College

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Kemar Osbourne