Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Timeline
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Konia Francis

Konia Francis

Montego Bay PO, St.James,No states available

Summary

Highly skilled in Customer Service with experience as both a Quality Assurance Analyst and Reservation Agent with a strong understanding of diverse QA methodologies and tools, demonstrating the capability to implement comprehensive testing strategies. Proven ability to work collaboratively with development teams to improve overall product quality and performance. Exceptional problem-solving skills leading to successful project completion within stringent deadlines.

Overview

9
9
years of professional experience

Work History

Quality Assurance Analyst

Conduent
4 Megabyte Dr, Barnett Tech Park, Montego Bay, St. James
07.2024 - Current
  • Identify areas of opportunities and be able to coach agents on different Tier Levels.
  • Mark and evaluate calls to identify error trends and areas of opportunity which will be deployed to the agents and their local leadership team, so they work on those and improve the Quality of their entire staff and Site.
  • Monitor calls and assist agents with setting commitment to fulfill their daily and monthly goals in the Conduent Network, locally and internationally.
  • Keeping a personal record of evaluations and sending agents coaching feedback (using Microsoft Excel, PowerPoint, and Word)
  • Detects, analyzes, and reports fraudulent activities.
  • Partners with operational team leads, collaborating and calibrating on areas of opportunity that have been identified.
  • Helps in creating corrective and preventive action plans (CAPA) for error elimination or minimization.

Customer Service Representative

Conduent Call Center- Delta Airlines Account
4 Megabyte Dr, Montego Bay , St. James Jamaica W.!
07.2015 - 07.2020
  • Assist Customers with booking, changing, and canceling flights.
  • Give Baggage Fee and Information
  • Knowledge of Airport Codes and giving recommendations to customers based on travel they had in mind
  • Assist Customers with Flight status (Flifo) information
  • Upsell Services such as Seat upgrades, Delta SkyMiles Reward Program, AMEX Credit Card, and Car Rentals.
  • Assist customers in IROP situations
  • Assist with Online Navigation on Delta Airlines Website and App (OCS)

Education

(NCTVET) Certification As Quality Analyst (BPO) & (NVQ-J) in Customer Engagement Operations Level 3 - Customer Service

HEART College of Innovation And Technology
1 Rampart Cl, Montego Bay, St. James Jamaica
03-2022

High School Diploma -

Morant Bay High
7 Highbury Rd, Morant Bay, St. Thomas, Jamaica WI.
07-2012

Skills

  • Proficient in Microsoft Office
  • Computer Proficiency and Microsoft Office
  • Microsoft Excel certified
  • Reception and Office Support
  • QA reporting
  • Improvement Recommendations
  • Test case development
  • Computer Programming
  • Group Presentations
  • SharePoint
  • Call Monitoring
  • Quality processes
  • Workflow Coordination
  • Office Hours Assistance

Accomplishments

  • Conduent Top Performer Award (Coach of the Year-Perfect Attendance 2019-2020)-Delta Airlines Account
  • Conduent Top Performer Award (Coach of the Year-CAT 2022)-UPS Account

Affiliations

Volunteer in my community and my daughter’s school, working with people to plan and executive projects as a team.

Languages

English
Professional

Timeline

Quality Assurance Analyst

Conduent
07.2024 - Current

Customer Service Representative

Conduent Call Center- Delta Airlines Account
07.2015 - 07.2020

(NCTVET) Certification As Quality Analyst (BPO) & (NVQ-J) in Customer Engagement Operations Level 3 - Customer Service

HEART College of Innovation And Technology

High School Diploma -

Morant Bay High

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Konia Francis