Summary
Overview
Work History
Education
Skills
Timeline
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Lamara Ho Shing

Fort Lauderdale,FL

Summary

  • With expertise in quality analysis, I was able to efficiently guide and instruct agents in delivering exceptional customer service. I analyzed their work, provided feedback and coached when necessary. I took the extra time to understand any issues they may have and made easy guides to help them achieve their goals.
  • I aided in project coordination and office management which in turn aided the company.
  • I work really well in a high paced setting and can multitask efficiently, offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks.
  • I'm able to type 40-45 words per minute with exceptional communication skills.


Overview

7
7
years of professional experience

Work History

Quality Analyst

24-7 Intouch
09.2017 - 08.2021
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.


Customer Service Representative

Vistaprint
09.2016 - 08.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.

Administrative Assistant

Western Sports
04.2015 - 01.2016
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
  • Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.

Customer Service Representative

Netflix
10.2014 - 04.2015
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

Associate of Arts - Humanities And Social Sciences

Montego Bay Community College
Montego Bay, Jamaica
06-2014

Herbert Morrison Technical High School
Montego Bay, Jamaica
06-2012

Skills

  • Audit processes
  • Quality improvement
  • Quality processes
  • Data analysis
  • Customer focus
  • Data validation
  • Customer service
  • Typing speed of 45 words per minute

Timeline

Quality Analyst

24-7 Intouch
09.2017 - 08.2021

Customer Service Representative

Vistaprint
09.2016 - 08.2017

Administrative Assistant

Western Sports
04.2015 - 01.2016

Customer Service Representative

Netflix
10.2014 - 04.2015

Associate of Arts - Humanities And Social Sciences

Montego Bay Community College

Herbert Morrison Technical High School

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Lamara Ho Shing