Trudy-Ann Dixon
Newark
Summary
- Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Analyst
Sutherland Global Jamaica
03.2022 - 10.2022
- I was responsible for listening and auditing calls to make sure that the agents are meeting their KPIs
- I was responsible for coaching and transferring skills to correct will and skill issues
- I was responsible for listening to the agents after they were coached to make sure they have improved and are not doing the same behavior going forward
Customer Service Agent "Amazon"
Sutherland Global Jamaica
01.2022 - 03.2022
- I was responsible for updating the agents PTO/SL and all their time offs they call in about
- I was responsible for escalating their pay, if it was not correct or if their time off was missing
- I was also responsible for making changes to the time off systems upon their request
Change Leader
VXI Jamaica
10.2019 - 01.2022
- I was responsible for the growth of operations and team leaders as it relates to making sure that they are meeting coaching compliance and following the correct structure
- I listened to calls, identify the dominant behaviors & grades the calls
- I observe coaching sessions for operation managers and team leads and provide feedback to help them grow and improve performance
Team Leader
VXI Jamaica
10.2018 - 10.2019
- Manage a team of 14 agents statistics (attendance, adherence, KPIs)
- Poll analytical data to create strategic plans to drive performance
- Coaching and developing agents and subject matter experts
- Use leadership tactics to check progression of agent's development and boost performance
- Conduct interview sessions for line of business
- Handle payroll concerns/disputes
- Grading quality analysis calls for the team and handle escalated Manager calls
- Advocate for other Team leaders in a cluster
- Conduct team audits and prepare Notice to Explain corrective documentation
- Conduct team huddles to address daily goals and achievements with the team
Subject Matter Expert
VXI Jamaica
08.2018 - 10.2018
- Assist agents with problem solving and personalizing the solution by uncovering the customers needs
- Expertise system and applications maneuvering
- Use various tactics to drive and maintain a high performance for the team
- Handle escalated calls
Customer Service Representative
VXI Jamaica
05.2017 - 08.2017
- Take payments and make adjustments to customers' bills
- Provide necessary information in regards to a customers' bills
- Troubleshooting and problem solving
- Advertising of products and services offered by the company
Customer Service Agent
HGS
09.2016 - 04.2017
- Made sure customers were receiving the correct medications
- Provide necessary information in regards to a customers' bills
- Troubleshoot and problem solving
Education
High school Diploma - CARIBBEAN SECONDARY EDUCATION CERTIFICATE
Alpha Academy
07.2006
Skills
- Microsoft and Excel software management
- Analytical data analysis
- Excellent communication skills
- Typing skills (40 wpm)
- Leadership skills
- Selling tactics
- Great Listening skills
- Good Time Management
- Problem resolution abilities
- Empathetic and genuine
- Call control
Awards
Top performing Team Leader, April-September
Certification
- [Customer service, Soft Skills & Leadership Training] Vxi Jamaica 2019-10
Languages
English
Full Professional
Timeline
Quality Analyst
Sutherland Global Jamaica
03.2022 - 10.2022
Customer Service Agent "Amazon"
Sutherland Global Jamaica
01.2022 - 03.2022
Change Leader
VXI Jamaica
10.2019 - 01.2022
Team Leader
VXI Jamaica
10.2018 - 10.2019
Subject Matter Expert
VXI Jamaica
08.2018 - 10.2018
Customer Service Representative
VXI Jamaica
05.2017 - 08.2017
Customer Service Agent
HGS
09.2016 - 04.2017
High school Diploma - CARIBBEAN SECONDARY EDUCATION CERTIFICATE
Alpha Academy
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