Kadeen Graham
Kingston
Summary
Diligent and meticulous customer service professional with analytical approach to coordinating logistics for diverse customer needs. Coordinate orders, account changes and service delivery by following through on every detail. Meet unique requirements by developing customized approaches, pursuing complete customer satisfaction and continued company loyalty.
Overview
8
8
years of professional experience
Work History
Customer Experience Analyst
Sutherland Global Services
2019.07 - 2024.09
- Created comprehensive reports on customer satisfaction trends and insights
- Escalated complex cases to appropriate departments for resolution
- Maintained high level of knowledge about company products and services
- Audit and coach associate on interaction
- Identified and resolved customer issues efficiently
- Developed innovative solutions to address recurring customer concerns
- Analyzed customer feedback to improve overall service quality
- Supported colleagues by sharing expertise, offering guidance, or lending helping hand when needed
- Collaborated with team members to enhance support processes
- Conducted regular service performance reviews based on KPIs and metrics
- Tracked and documented customer interactions in CRM system.
Associate Quality Manager
Sutherland Global Services
2022.08 - 2023.07
- Coordinated and oversaw periodic audits to evaluate defects and address non-conformances.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Coordinate calibration with internal and external stakeholders
Team Manager
Sutherland Global Services
2021.10 - 2022.01
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Associate
Sutherland Global Services
2016.09 - 2019.07
- Maintained knowledge of products and services to promote, upsell and cross-sell
- Processed customer transactions according to established policies and procedures
- Answered phones and resolved customer issues and complaints
- Processed customer orders and returns accurately
- Addressed and resolved customer concerns and complaints
- Enhanced customer satisfaction with fast, knowledgeable service
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail
- Handled difficult situations while maintaining professionalism and empathy
- Worked flexible hours, including weekends and holidays, as needed by business
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken.
Education
Diploma - Caribbean Secondary Examination Council (CSEC)
Holy Childhood High School
Kingston, Jamaica06.2006
High School - Caribbean Advance Proficiency Examination (C.AP.E)
Camperdown High School
Kingston, Jamaica06.2007
Skills
- Interpersonal skills
- CRM software expertise
- Data visualization
- Critical thinking
- Customer Segmentation
- Active listening
- Data analysis
- Effective communication
- Team collaboration
- Telephone Etiquette
- Problem-Solving
- Client Relationship Management
Accomplishments
- Supervised team of 6 Quality Analyst that able to win 3 consecutive months of Customer Obsession Awards .
- Achieved number one in the network for Customer Understandability performance metric by introducing booth camp geared towards outliers.
- Collaborated with team of 25 new hires in the consecutively named Top performing team of the month for October and November.
Languages
Proficient (C2) English
References
- Mr. Rajhni Fray, Account Manager, Sutherland Global Services, 876-408-9167
- Mrs. Antionette Lindo-Brown, Supervisor, Sutherland Global Services, 876581-9328
Timeline
Associate Quality Manager
Sutherland Global Services
2022.08 - 2023.07
Team Manager
Sutherland Global Services
2021.10 - 2022.01
Customer Experience Analyst
Sutherland Global Services
2019.07 - 2024.09
Customer Service Associate
Sutherland Global Services
2016.09 - 2019.07
Diploma - Caribbean Secondary Examination Council (CSEC)
Holy Childhood High School
High School - Caribbean Advance Proficiency Examination (C.AP.E)
Camperdown High School
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