Howard Patterson
Sandy Bay,Jamaica
Summary
Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences. Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Adjunct Assistant Professor
University of The West Indies
Montego Bay
01.2021 - 06.2024
- Conducted research with students to explore new ideas and theories in the field of Psychology.
- Assisted faculty members with research projects, data collection, and analysis.
- Created assessment materials for each course according to academic standards set by the university.
- Mentored students through individual sessions or group discussions on how best to apply their knowledge from class into real-world scenarios.
Agent
Concentrix
Montego Bay, St.James
12.2022 - 06.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
Assistant to the Director of Administration
Hanover Municipal Corporation
01.2017 - 01.2019
- Responsible for the summer program, Responsible for payroll for the summer employees, Monitor and record monthly expenditures, Database management
Assistant Mechanic
Orient Coaches Limited
06.2016 - 09.2017
- Daily maintenance and upkeep of the vechicles in use, Washing/cleaning both interior and exterior of the coaches before use, Repairing out of commission vehicles, Answering customers questions and concerns
Supervisor
Cardoza's Quality Painting and Construction
01.2016 - 01.2017
- Responsible for drawing construction plans, Liaison between sites, project leads, client managers, Answering customers questions and concerns
Education
Bachelors in Civil Engineering -
University of West Indies
Associate Degree in Architecture and Construction -
Montego Bay Community College
Engineering -
Cornwall College
Skills
- Team player
- Microsoft Office Suite
- Problem Solving
- Communication Skills
- Microsoft Suite
- Autocad
- Outlook
- Customer Service/Client Experience
- Operations Management
- Service Management
Certification
High School Diploma (2007 - 2013)
Accomplishments
- Mathematics
- English Language
- Geography
- Technical Drawing
- Mechanical Technology
- Physics
- Information Technology
- Chemistry
Additional Information
I have given more than 300 hours in voluntary work experience programs, not enough to be qualified as trained experience. However, the experience has enabled me to understand the level of commitment one requires in the working field, in terms of work ethics and attitude with the completion of task, timeline as well as communication.
Organizations
- Rotaract
- Information Technology Club
- 4H Club
- Vechicular Engineering Club
Roles And Responsibilities
- Main Responsibilities
- Roles/Responsibilities
- Main Responsibiliteis
Languages
English, Full Professional Proficiency
Languages
English
First Language
Affiliations
- Football
- Basketball
- Reading
- Swimming
Timeline
Agent
Concentrix
12.2022 - 06.2023
Adjunct Assistant Professor
University of The West Indies
01.2021 - 06.2024
Assistant to the Director of Administration
Hanover Municipal Corporation
01.2017 - 01.2019
Assistant Mechanic
Orient Coaches Limited
06.2016 - 09.2017
Supervisor
Cardoza's Quality Painting and Construction
01.2016 - 01.2017
Bachelors in Civil Engineering -
University of West Indies
Associate Degree in Architecture and Construction -
Montego Bay Community College
Engineering -
Cornwall College
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