Makeida Willie
Kingston,Jamaica
Summary
I am a detail-oriented and analytical professional with a robust background in quality assurance, customer service and KYC in the banking sector. Thriving in fast-paced environments, I enjoy daily challenges. My skill set encompasses effective communication, problem-solving, and exceptional time management. A results-oriented mindset and a strong commitment to team goals drive my competitive spirit and enthusiasm for work. I leverage my strong communication skills to positively influence outcomes with teams, clients, and colleagues.
Overview
6
6
years of professional experience
Work History
Quality Assurance Analyst
Hinduja Global Solutions
04.2018 - 12.2023
- Monitored and audited calls for a team of 30 agents, ensuring adherence to company standards for precise knowledge and quality customer service
- Provided feedback, coaching, and training, developing plans for learning and skills development
- Trained the merchant team and served as assistant supervisor for both merchant and tele-branch teams.
Merchant and Quisk support, and Tele-branch Brand Advocate
Hinduja Global Solutions
04.2018 - 02.2021
- Assisted customers by actively listening, maintaining a composed demeanor, and addressing specific needs
- Built customer awareness around new products and services, identifying opportunities for referral to specialist banking consultants.
Office Clerk
GC TechnoRepair and Internet Café
08.2017 - 11.2017
- Managed day-to-day business operations, including printing, laminating, binding, scanning, and typing documents
- Conducted online and in-store sales, managing cash, accounting, and monthly stock-taking
- Created brochures and promoted computer and internet-related products or services.
Server
Buffalo Wild Wings
06.2022 - 09.2022
- Managed tables, accommodating parties ranging from 2 to 30 guests.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
Education
Bachelor’s Degree in Business Administration - Banking and Finance
University of Technology
Jamaica08.2024
Accounting and Bookkeeping Course -
International Open Academy
01.2024
Skills
Time Management
Communication
Leadership/ Problem Solving
Teamwork
ICT Skills
Skills Expertise
- Communication
- Organization/Leadership
- Time Management
- Problem Solving
- ICT Skills
- Persuasive Skills
Volunteer Experience
2015-09-01, 2019-02-01, Salvation Army School for the Blind and Visually impaired, Assisted visually impaired and blind students with homework, projects, and exams., Read literature and English language books.
Timeline
Server
Buffalo Wild Wings
06.2022 - 09.2022
Quality Assurance Analyst
Hinduja Global Solutions
04.2018 - 12.2023
Merchant and Quisk support, and Tele-branch Brand Advocate
Hinduja Global Solutions
04.2018 - 02.2021
Office Clerk
GC TechnoRepair and Internet Café
08.2017 - 11.2017
Bachelor’s Degree in Business Administration - Banking and Finance
University of Technology
Accounting and Bookkeeping Course -
International Open Academy
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