MONIQUE WALKER
Kingston,Jamaica
Summary
Detail-oriented professional with over eight years of experience in customer service, quality assurance, and process analysis. Expertise in resolving customer concerns, analyzing processes, and maintaining accurate records. Strong communicator and problem-solver, capable of supporting team members and adapting to new challenges. Seeking to leverage skills and experience to contribute effectively to a dynamic team.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Quality Assurance Analyst
Centerfield Media
07.2024 - 10.2026
- Conducted audits of calls and work processes to verify adherence to policies and procedures.
- Collaborated in meetings to identify and analyze concerns, recommending actionable solutions.
- Developed training documentation and materials for new releases to enhance team onboarding and knowledge retention.
- Facilitated training sessions for junior QA analysts, helping to improve team knowledge and skill sets.
Process Analyst
Hinduja Global Solutions (HGS)
Kingston
01.2022 - 06.2024
- Analyzed data to identify trends in business performance., system problems, and process issues; escalated concerns to management for timely resolution.
- Collected and analyzed process data to enhance business practices and procedures.
- Identified trends, system problems, and process issues and escalated concerns to management.
- Developed methods and procedures to improve customer experiences across various business operations.
Quality Analyst
Hinduja Global Solutions (HGS)
Kingston
07.2021 - 06.2024
- Reviewed interactions to pinpoint improvement areas and uphold quality standards.
- Monitored service calls to provide support to agents.
- Assisted agents by observing service calls.
Questions and Escalation Agent
Hinduja Global Solutions (HGS)
Kingston
02.2020 - 07.2021
- Delivered exceptional customer service by professionally addressing and resolving customer concerns.
- Resolved customer issues promptly by identifying and implementing appropriate solutions.
- Utilized empathy and active listening to assess customer situations and suggest viable alternatives.
Customer Service Representative
Hinduja Global Solutions (HGS)
Kingston
05.2018 - 02.2020
- Delivered exceptional customer service, addressing customer inquiries to enhance satisfaction.
- Employed empathy and problem-solving skills to identify customer needs and develop tailored solutions.
- Resolved customer issues promptly, ensuring a positive experience and fostering customer loyalty.
- Supported process analysis, trend tracking, data analysis, and presentation of results.
Education
Holy Childhood High School
Shortwood Practising Infant Primary and Junior High School
KingstonSkills
- Quality Assurance
- Process Improvement
- Process Analysis
- User Acceptance Testing
- Data Analysis
- Training development
- Attention to Detail
- Problem-Solving
- Team Collaboration
- Verbal Communication
- Presenting Results
Certification
- Customer Engagement Operations Level 3 (NCVET)
- CSEC General Proficiencies – 9 (Office Administration)
Timeline
Quality Assurance Analyst
Centerfield Media
07.2024 - 10.2026
Process Analyst
Hinduja Global Solutions (HGS)
01.2022 - 06.2024
Quality Analyst
Hinduja Global Solutions (HGS)
07.2021 - 06.2024
Questions and Escalation Agent
Hinduja Global Solutions (HGS)
02.2020 - 07.2021
Customer Service Representative
Hinduja Global Solutions (HGS)
05.2018 - 02.2020
Holy Childhood High School
Shortwood Practising Infant Primary and Junior High School