Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaquilley Chambers

The Bronx,NY

Summary

Experienced Quality Assurance and Fraud Analyst bringing seven years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

13
13
years of professional experience

Work History

Regional Quality Assurance and Fraud Supervisor

Gustazos
10.2019 - Current
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created, prepared, and delivered reports to various departments.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Quality Assurance Supervisor

Sunwing Travel Group
05.2018 - 08.2020
  • Used Nice to maintain a database of test reports and calibration records.
  • Evaluate customers’ experience as they interact with your call center associates through inbound and outbound call responses.
  • Compile and track performance and provides actionable data and feedback to call center agent and managers.
  • Delivered effective coaching to contact agents.
  • Participated in call calibration sessions on an ongoing basis and have pivotal role to play in Sunwing's QA and training.
  • Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • 'Managed over 120 customer calls per day and Increased sales by 30%".

Quality Assurance Analyst

Avis Budget Group
08.2016 - 07.2018
  • Managed multiple tasks in a high-volume environment.
  • Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Mentored and coached team members on QA topics and strategies.
  • Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
  • Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Used Nice to maintain a database of test reports and calibration records.

Customer Service Agent

Avis Budget Group
02.2015 - 08.2016
  • Assisting customers' concern, by creating and modifying car reservation
  • Also unlocking online accounts and assisting customers with activating mobile and Web applications.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.

Office Clerk Intern

Ministry Of National Security
09.2014 - 09.2015
  • Assisting with the organizing of internal and external meetings and drafting the internal policies and meeting notes, data entry
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing the operation of office equipment.
  • Evaluated completeness, accuracy, and integrity of the department's records.
  • Completed clerical tasks such as filing, copying, and distributing mail.

Office Administrative Assistant

University Of Technology Secretariat
07.2012 - 08.2014
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Maintained office supplies inventory by checking stock and ordering new supplies.
  • Created and updated records and files to maintain document compliance.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Sorted, opened, and routed mail and deliveries to meet business requirements.
  • Routed business correspondence, documents, and messages to correct departments and staff members.
  • Set up conference rooms, technology, and materials to facilitate meetings.
  • Drafted agendas, recorded minutes, and generated documents to facilitate meetings.
  • Responded to inquiries from callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

Office Clerk Intern

Jamaica Promotions Corporation (JAMPRO)
06.2011 - 07.2012
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Maintained and updated office records, both digital and physical.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Prepared and edited documents to produce precise, accurate, and professional communication.
  • Input data into spreadsheets and databases.
  • Compiled and analyzed data to produce reports.

Bookroom Assistant

Meadowbrook High School
01.2011 - 05.2011
  • Monitored the book rental and return system at the School's library.
  • Greeted guests with friendliness and professionalism.
  • Assisted manager in all aspects of business operations.
  • Monitored and ordered supplies and materials to keep the office well stocked.
  • Organized resources, records, and personnel to accomplish aggressive targets.
  • Developed and maintained filing systems to facilitate easy access to information.

Education

Associate of Arts - Humanities

Meadowbrook Community College
Jamaica
06.2012

High School Diploma -

Meadowbrook High School
Jamaica
06.2010

TICO -TRAVEL INDUSTRY COUNCIL OF ONTARIO CERTIFICATE - Training Certificate

UNIVERSITY OF TECHNOLOGY
Canada
2016

Skills

  • Adept user of Windows Operating System and Microsoft Office Suite
  • Workflow Coordination
  • Investigation Leadership
  • Call Monitoring
  • Data Analysis and Modeling
  • Workforce Management
  • Goal Attainment
  • Staff Training
  • Research and Analysis
  • Behavior Identification
  • Call Center Software
  • QA

Timeline

Regional Quality Assurance and Fraud Supervisor

Gustazos
10.2019 - Current

Quality Assurance Supervisor

Sunwing Travel Group
05.2018 - 08.2020

Quality Assurance Analyst

Avis Budget Group
08.2016 - 07.2018

Customer Service Agent

Avis Budget Group
02.2015 - 08.2016

Office Clerk Intern

Ministry Of National Security
09.2014 - 09.2015

Office Administrative Assistant

University Of Technology Secretariat
07.2012 - 08.2014

Office Clerk Intern

Jamaica Promotions Corporation (JAMPRO)
06.2011 - 07.2012

Bookroom Assistant

Meadowbrook High School
01.2011 - 05.2011

Associate of Arts - Humanities

Meadowbrook Community College

High School Diploma -

Meadowbrook High School

TICO -TRAVEL INDUSTRY COUNCIL OF ONTARIO CERTIFICATE - Training Certificate

UNIVERSITY OF TECHNOLOGY

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Shaquilley Chambers