Nickoy Graham
Lot 871 2-East Greater Portmore, St. Catherine
Summary
A motivated and detail-oriented professional who is dedicated to providing superb customer service and continuous improvement. Recognized for being adaptable, trainable, and receptive to constructive criticism, with an emphasis on team performance and operational excellence. Brings a problem-solving mindset and good communication skills to fast-paced, customer-oriented settings. Passionate about enhancing personal and professional skills while contributing to organizational growth.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert/Supervisor
- Hinduja Global Solutions
10.2020 - 05.2026
- Served as the primary point of escalation for complex customer issues guaranteeing prompt and effective resolutions with a focus on first-contact resolution.
- Coached and mentored a team of agents, delivering targeted support that improved query resolution accuracy and consistency.
- Monitor trends in customer issues to provide insights and improvements.
- Designed and facilitated training sessions for new and existing team members, accelerating onboarding and skills development.
- Collaborate with the QA team to ensure accurate and high-quality interactions.
Education
Bachelor of Science (Bsc) - Management Studies
University of The West Indies Mona (2023 - 2026)
11-2026
St. Georges College (2013 - 2020)
01-2020
Skills
- Escalation management and Issue resolution
- Open to feedback and continuous improvement
- Cross-functional Collaboration
- Trend analysis and Process Improvements
- Adaptability in fast-paced environment
- Identify opportunities for process improvement, weaknesses, and trends
Accomplishments
- Resolved over 80% of cases escalated within the same day, exceeded the company's target of 50%.
- Consistently maintained a quality score of 94%, surpassing the target of 92.
- Collaborated with the Quality Analysis team to audit interactions weekly that contributed in a increase in the organizations overall performance.
- Awarded top SME for Oct 2022, Dec 2023 and May 2024.
- Proposed processes that contributed to a 53% improvement in team productivity.
Timeline
Subject Matter Expert/Supervisor
- Hinduja Global Solutions
10.2020 - 05.2026
Bachelor of Science (Bsc) - Management Studies
University of The West Indies Mona (2023 - 2026)
St. Georges College (2013 - 2020)