Onika Harrison
May Pen
Summary
Dynamic Quality Assurance Analyst successfully executes testing methodologies to identify gaps and make recommendations for process improvements. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Quality Associate
Sagicor Group Jamaica Ltd.
07.2023 - Current
- Remotely monitors customer service skills of all customer service representatives
- Completes established monitoring objectives in accordance with applicable SOP's
- Provides written and oral feedback to CSAs on all calls monitored
- Completes quality control reports and spreadsheets according to standard procedure
- Calibrate monthly on monitoring measurements
- Escalate infractions
- Implement ways to improve quality.
Senior Trainer
HGS Solution Ltd.
06.2022 - 07.2023
- Observe and track changes/ updates
- Evaluate training programs for NCB Customer Care
- Evaluate trainers delivery
- Review dashboard for real time updates
- Facilitate and deliver internal learning solutions
- Ensure process and procedures manual is introduced in training
- Develop new hire starter kit
- Be a part of new product training done by client (NCB)
- Register trainers for L & D sessions.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
- Aligned learning objectives with organizational goals, driving increased productivity and business results.
- Provided coaching and mentoring to employees.
- Developed assessment tools to measure individual learner progress and demonstrate overall program success.
- Recruited, trained and mentored new instructors.
Trainer
HGS Solution Ltd.
10.2020 - 06.2022
- Design effective training programs for NCB Customer Care
- Prepare PowerPoint presentations
- Support and mentor new hires
- Conduct evaluations to identify knowledge gaps
- Proficient in Microsoft Office
- Conduct refresher training to all staff
- Developing strategies to combat knowledge gaps from training.
Quality Analyst
HGS Solution Ltd.
01.2016 - 10.2020
- Remotely monitors customer service skills of all customer service representatives for NCB
- Completes established monitoring objectives in accordance with applicable SOP's
- Provides written and oral feedback to reps on all calls monitored
- Completes quality control reports and spreadsheets according to standard procedure
- Calibrate monthly on monitoring measurements
- Escalate infractions.
Customer Service Representative
NCB
06.2012 - 01.2016
- Handle customer complaints and queries for National Commercial Bank
- Provide customers with accurate information about their account
- Provide customers with product and service information
- Follow-up on customer inquiries not immediately resolved
- Internet banking activation
- Activation of Credit Cards
- Cross Selling.
Sales/ Customer Service Representative
FullGram Solutions Ltd
09.2010 - 02.2012
- Encouraged customers to sign up for services
- Maintained good customer relations
- Contacted prospective customers by operating automatic dialing system.
Customer Service Representative
E-Services Group International
04.2007 - 09.2009
- Handle customer complaints and queries
- Provide customers with accurate information about their account
- Provide customers with product and service information
- Follow-up on customer inquiries not immediately resolved.
Education
Bachelors Degree in Business Administration (pending) -
Portmore Community College
Associates Degree in Business Administration -
Portmore Community College
Diploma in Business Administration (Secretarial Studies) -
Excelsior Community College
Matriculated With Six Subjects (CXC General Proficiency) Food And Nutrition, English Language, Principles of Business, Home Management, Religious Education Accounts -
Dunoon Technical High School & Mona High School
Skills
- Good Leadership Skills
- Detail Orientated
- Ability to work on own initiative
- Good Time Management and Organizational Skill
- Proficient in use of Microsoft Office Professional software (Excel, Word, and PowerPoint) Adequate user’s skill level in windows 2000/XP environment
References
- Mrs. Jacqueline Samuels, Hinduja Global Solutions, 876-997-3352
- Miss Shanni Pockhai, Chase Funds, 876-399-4301
Timeline
Quality Associate
Sagicor Group Jamaica Ltd.
07.2023 - Current
Senior Trainer
HGS Solution Ltd.
06.2022 - 07.2023
Trainer
HGS Solution Ltd.
10.2020 - 06.2022
Quality Analyst
HGS Solution Ltd.
01.2016 - 10.2020
Customer Service Representative
NCB
06.2012 - 01.2016
Sales/ Customer Service Representative
FullGram Solutions Ltd
09.2010 - 02.2012
Customer Service Representative
E-Services Group International
04.2007 - 09.2009
Bachelors Degree in Business Administration (pending) -
Portmore Community College
Associates Degree in Business Administration -
Portmore Community College
Diploma in Business Administration (Secretarial Studies) -
Excelsior Community College
Matriculated With Six Subjects (CXC General Proficiency) Food And Nutrition, English Language, Principles of Business, Home Management, Religious Education Accounts -
Dunoon Technical High School & Mona High School
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