Quason Prempeh
The Bronx,NY
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Senior Agent Tier 2 Support Specialist
Goldschmidt & Associates Inc.
11.2023 - 05.2025
- Promoted from Tier 1 Support Specialist Agent to work with IT, development, HR, and legal teams to help integrate security policies & procedures. Acted as a liaison between the Security Team and upper management.
- Reported on security metrics and incidents to discuss certain trends, to improve overall workflow for the cases that were incoming.
- Weekly meetings with the head of the Fraud department to discuss potential fraudulent accounts or activity within the user portal while using CRM systems.
- Screened and verified several employees, lenders, homeowners, and business owners to ensure/provide correct user access.
- Trained in Cyber Security, performed fraud analysis, and gained federal clearance to access personal and sensitive information, to help verify important government/State documents sent via customers for Identification purposes.
Customer Service Support Specialist Tier 1
Forrest Solutions Inc. (Contract with Guide House Inc.)
11.2021 - 11.2023
- Received and worked thousands of inbound calls regarding loan processes, applications, account access, and general inquiries.
- Used calls and data trends to track or improve overall call and workflow.
- Assisted with the overall inbound and outbound script to take calls.
- Assisted with the overall procedures with how to respond to disgruntled emails or callers. Trained, shadowed, and managed employees to ensure proper scripts and templates were used or enforced via company policies.
- Received several amounts of kudos among peers, clients, and management for handling customer calls and interactions very professionally.
Lead Food and Beverage Attendant
HMG Plus Inc
10.2014 - 03.2020
- Managed 8-10 waitstaff and bartenders in a fast-paced environment and at several high-end venues throughout New York City and the tri-state area. As well as training entry-level waitstaff, providing guidance while maintaining excellent relationships.
- Helped create schedules for waitstaff, and bartenders throughout the month.
- Optimized inventory management and implemented a first-in, first-out system, reducing food waste.
- Evaluated food preparation methods, menus, and portion sizes to ensure food quality, presentation, and consistency.
Team Captain
The Lovin Oven
09.2012 - 04.2018
- Delivered high-quality food and beverage service during private events, conferences, and large-scale functions.
- Anticipated guest needs and provided attentive, professional service to enhance the event experience.
- Assisted with breakdown and cleanup of banquet spaces, ensuring venue readiness for subsequent events.
- Coordinated with kitchen and event staff to ensure timely and accurate service.
- Delivered professional, client-focused service during high-profile events, strengthening customer satisfaction and repeat business.
Education
Bachelor of Science - Psychology
Saint John’s University
Queens, New York06-2026
High School Regents Diploma - undefined
The Metropolitan High School
Bronx, New York06.2009
Skills
- Microsoft Dynamics 365
- Zendesk Ticketing
- AWS
- Follow-up calling
- Technical support
- Remote Desktop
- Coaching and mentoring
- Service support
- Operations management
- Employee relations
- Customer rapport building
- Problem-solving
Accomplishments
- Awards & Recognition for World Class Customer Service
- Cyber Security Procedures
- Lamda Sigma Upsilon Latino Fraternity, Inc Member.
Languages
English
Native or Bilingual
Spanish
Limited Working
German
Limited Working
Timeline
Senior Agent Tier 2 Support Specialist
Goldschmidt & Associates Inc.
11.2023 - 05.2025
Customer Service Support Specialist Tier 1
Forrest Solutions Inc. (Contract with Guide House Inc.)
11.2021 - 11.2023
Lead Food and Beverage Attendant
HMG Plus Inc
10.2014 - 03.2020
Team Captain
The Lovin Oven
09.2012 - 04.2018
High School Regents Diploma - undefined
The Metropolitan High School
Bachelor of Science - Psychology
Saint John’s University