Knowledgeable and dedicated customer service professional with extensive experience in Call Centre industry. Solid team player with positive demeanor and passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Motivated to maintain customer satisfaction and contribute to company success.
Hi, I’m
Abigail Smalling
St Catherine Jamaica
Summary
Overview
12
years of professional experience
Work History
AG Marketing
Retention Quality Analyst
07.2022 - 11.2023
Job overview
- Compiled and analyzed statistical data
- Maintained, upgraded and enhanced test documents due to requirements changes and new information
- Maintained current knowledge of procedures and procedural updates
- Identify and implement strategies to improve quality of service, productivity and profitability.
IBEX, Allstate Claims Insurance
Team Manager/Quality Analyst
07.2021 - 08.2022
Job overview
- Participated in meetings and brainstorming sessions, engaging with staff members to solve problems
- Set schedules, coordinated payroll and handled performance reviews
- Helped team members move upward with ongoing training, mentoring and development strategies
- Monitored employee performance using real-time data and reports
- Maximized employee performance with hands-on training and close mentoring.
IBEX Walmart Project Cure
Team Manager/Quality Analyst
02.2021 - 07.2022
Job overview
- Improved employee performance, coaching and inspiring team members to achieve targets
- Participated in meetings and brainstorming sessions, engaging with staff members to solve problems
- Set schedules, coordinated payroll and handled performance reviews
- Protected products, equipment and team members from harm, following proper safety procedures
- Maximized employee performance with hands-on training and close mentoring
- Monitored employee performance using real-time data and reports.
Conduent, Apple
Customer Care Chat Advisor
12.2017 - 02.2018
Job overview
- Documented all call information according to standard operating policies and procedures
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Used various tools and resources to identify trend behaviors to improve individual and team performance
- Gained deeper understanding of customers' needs by asking strategic questions
- Offered prompt, courteous and accurate information to customers requesting assistance via web-based chat.
Conduent, Amazon
Customer Care Supervisor
02.2012 - 12.2017
Job overview
- Boosted customer satisfaction rating by improving complaint management strategies
- Recaptured brand loyalty and resolved conflicts with effective handling of escalated issues
- Elevated team performance through effective training, mentoring and motivational strategies
- Taught customer service team members how to handle routine and complex calls
- Set schedules to cover demand without exceeding labor budget
- Established performance goals for employees and encouraged continuous improvement.
Conduent, Amazon
Quality Analyst
11.2011 - 02.2012
Job overview
- Verified compliance with internal inspection readiness programs
- Drafted quality assurance policies and procedures
- Learned new technologies and sought ways to improve workflows and testing processes
- Monitored efforts to resolve product errors and tracked progress
- Compiled and analyzed statistical data
- Develop and implement customer service policies and procedures and direct the daily operations of the customer service team.
Conduent, Amazon
Customer Care Representative
08.2011 - 11.2011
Job overview
- Maintained up-to-date understanding of ordering and returning processes and policies
- Engaged in active listening with customers, confirming and clarifying information to provide comprehensive support
- Managed large volume of daily calls while maintaining high customer satisfaction rate
- Resolved complex technical customer queries using excellent critical thinking and product knowledge
- Identified and flagged recurring customer complaints with manager
- Received and resolved or escalated customer issues and inquiries
- Met individual and team KPIs set by management.
Education
Knox Community College
Associate Degree - In Business Studies
University Overview
Maggotty High School
High School - CXC
University Overview
Skills
- Data Entry
- Call Management
- Quality Assurance
- Handling Escalations
- Report Preparation
- Training and Mentoring
- Information Security
- Regulatory Compliance
- Checking Time Cards
- Microsoft Intune
Accomplishments
Accomplishments
KPI - related recognition
Top Team Manager awards
Languages
English
Proficient (C2)
References
References
Available upon requestQuote
"Do the best you can until you know better. Then when you know better, do better."
Software
Five9
Zoom
NICE CXone
CRM
Microsoft Suite
Interests
Mental Health awareness
Fittness
Farming
Real estate and interior design
Herbal Medicine
Timeline
Retention Quality Analyst
AG Marketing
07.2022 - 11.2023
Team Manager/Quality Analyst
IBEX, Allstate Claims Insurance
07.2021 - 08.2022
Team Manager/Quality Analyst
IBEX Walmart Project Cure
02.2021 - 07.2022
Customer Care Chat Advisor
Conduent, Apple
12.2017 - 02.2018
Customer Care Supervisor
Conduent, Amazon
02.2012 - 12.2017
Quality Analyst
Conduent, Amazon
11.2011 - 02.2012
Customer Care Representative
Conduent, Amazon
08.2011 - 11.2011
Knox Community College
Associate Degree - In Business Studies
Maggotty High School
High School - CXC
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