ORAIN HYMAN
Nashville,TN
Summary
I characterize myself as being an industrious, self-motivated and reliable individual who is committed to obtaining quality results in every task assigned. I am an enthusiastic learner who quickly grasps concepts and thrives on challenges. My ultimate aim is to work in a reputable company, to gain knowledge and experience to help with the growth and development of the organization and myself. I would like to work for an organization that would enable me to utilize my skills to fulfill the stated mandate with a view of adding to the standards of quality geared towards a more productive future for the organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CONDUENT INC, Formally Xerox Services
09.2013 - 12.2019
- Responding promptly to customer inquiries while maintaining an empathetic and professional attitude
- Acknowledging and resolving customer complaints
- Processing orders, forms, applications, and requests
- Document records of customer interactions, transactions, comments and complaints
- Providing feedback for process improvement to enhance customer experiences
- Ensure customer satisfaction and provide professional customer support
- Upselling of product and services
Quality Assurance Analyst
- Interact with Project Managers to develop project schedule and resource allocation for QA projects
- Created / Designed ETL specifications based on business requirements
- Performed manual and automated test procedures for functional testing of Web Services
- Develop test plans, QA processes and test cases for product management and software development teams
- Conducted in the Daily Defect's Status Meetings along with QA team and Development team
- Involved in implementing QA methodology and Test Matrices
- Analyze, troubleshoot and correct production issues and respond to customer escalations
- Ensure customer satisfaction and provide professional customer support
- Keeping records of customer interactions, transactions, comments and complaints.
Workforce Management Analyst
- Prepares call center performance reports by collecting and analyzing call agents’ data
- Planning Manager Role in Workforce Management
- Complete Scheduling based on forecasted data analysis
- Finalize and submit Payroll Information to Finance Department
- Report on agent productivity trends and performance
Front Desk Host
BIKINI BEACH RESORT
03.2021 - 05.2022
- Preformed essential font desk administrative duties including answering phone calls, greeting client’s, and overseeing visitor’s logs
- Keeping records of customer interactions, transactions, comments and complaints
- Managing online advertising
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Promoting products and services, accommodating special request
Education
High School Diploma -
Edith Dalton James High School
2020
Business Supervisory Management -
HEART Trust/ NSTA
Skills
- PROFESSIONAL COMPETENCES
- Excellent verbal and written communication skills
- Interpersonal Skills
- Great team player
- Ability to multi-task
- Time Management Skills
- Effective and efficient telephone handling skills
- Accurate typing skills
- Advanced IT experience with Microsoft Applications
- MANAGEMENT COMPETENCES
- Employee Coaching & Motivation
- Strategic Planning for Process Improvement
- Process Development & Implementation
- Data Analysis and Organization using Microsoft Suite
Accomplishments
- Customer service award
Certification
High School Diploma
Visual Art (1)
Human and Social Biology (1)
English (2)
Mathematics (2)
Visual Art (1)
Social Study (3)
Electronic Document Preparation Management (1)
Heart Trust/NTA
Fundamentals of Supervisory management – Level 1
Business Supervisory management - Level 3
Timeline
Front Desk Host
BIKINI BEACH RESORT
03.2021 - 05.2022
Customer Service Representative
CONDUENT INC, Formally Xerox Services
09.2013 - 12.2019
Quality Assurance Analyst
Workforce Management Analyst
High School Diploma -
Edith Dalton James High School
Business Supervisory Management -
HEART Trust/ NSTA
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