Tashane Nelson
Sarasota
Summary
To maintain discipline, remain open to learning, criticism and gain valuable and relevant experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Call Quality Analyst
First Moment LLc
01.2022 - 03.2024
- Analyzed call recordings to assess quality and compliance with company standards.
- Conducted regular audits of customer interactions to identify training needs and performance gaps.
- Utilized call monitoring software to track metrics and prepare detailed reports for stakeholders.
- Led initiatives aimed at enhancing customer satisfaction through improved call handling techniques.
Banking Customer Service Representative
Jamaica National Group, JNWAY
09.2020 - 04.2021
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Described product highlights and benefits to help guide purchasing decisions.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
Customer's Service Representative
Advance Call Center Technology
09.2016 - 09.2017
- Identified issues, analyzed information and provided solutions to problems.
- Increased customer satisfaction by resolving issues.
Education
BSc. Degree - Customs Processes Immigration & Freight Forwarding
Caribbean Maritime University
Kingston, Jamaica01.2022
Skills
- Good Communication, problem solving skills, time management and organizational skills Proficient in
- Microsoft word, excel, PowerPoint and access,
- Customer Account Management
- Responding to Difficult Customers
- Quality Control Policies
- Operational Efficiency
- Computer Proficiency
- Merchandise Orders and Exchanges
Timeline
Call Quality Analyst
First Moment LLc
01.2022 - 03.2024
Banking Customer Service Representative
Jamaica National Group, JNWAY
09.2020 - 04.2021
Customer's Service Representative
Advance Call Center Technology
09.2016 - 09.2017
BSc. Degree - Customs Processes Immigration & Freight Forwarding
Caribbean Maritime University