Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Asante Maize

Quality Analyst| Customer Service Reprsentative
Kingston

Summary

Results-driven Quality Assurance Analyst with a proven track record at Startek, excelling in root-cause analysis and quality process improvements. Adept at mentoring teams and enhancing collaboration, I consistently streamline QA processes, achieving significant efficiency gains while fostering a culture of communication and teamwork. Strong technical analysis and exceptional issue resolution skills.

Overview

4
4
years of professional experience

Work History

Quality Assurance Analyst| Email Specialist

Startek
08.2023 - Current
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Technical Specialist

Advantage Communication Inc.
08.2021 - 08.2023
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.

Customer Service Representative

Alorica
05.2021 - 08.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Kingston Technical High
Kingston, Jamaica
05.2001 -

Skills

Quality assurance

Root-cause analysis

Quality assurance controls

Quality processes

Technical analysis

Issue resolution

Improvement recommendations

Additional Information

References

  • Rupert Dawkins

Senior Engagement Manager (Startek)

Phone #: 876-351-0127

Email address: rupert.dawkins@startek.com


  • Mrs. Harrison

Engagement Coach (Alorica)

Phone #: 876-277-3127

Timeline

Quality Assurance Analyst| Email Specialist

Startek
08.2023 - Current

Technical Specialist

Advantage Communication Inc.
08.2021 - 08.2023

Customer Service Representative

Alorica
05.2021 - 08.2021

High School Diploma -

Kingston Technical High
05.2001 -

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Asante Maize Quality Analyst| Customer Service Reprsentative