TASHAI K. STEWART
Kingston,Jamaica
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
20
20
years of professional experience
Work History
Quality Assurance Analyst
Advantage Communications Inc.
09.2017 - 04.2025
- Perform daily monitoring of inbound calls to identify trends and call drivers while assessing associate's demeanor and technical accuracy of each call received.
- Assist with creating, developing, and implementing quality initiatives to increase employee engagement, motivation, and improvement.
- Track team and individual performance through the Quality Monitoring Data Management System and provide weekly feedback to Team Leads and Managers to achieve optimal performance.
- Attend weekly meetings and training sessions with Operations and Training Managers to improve efficiency and team performance.
- Conduct coaching initiatives that increased the LOB's quality performance by 12%.
- Facilitate the optimization of the Quality Assurance processes through data compilation and performance tracking.
Technical Support Representative
Advantage Communications Inc.
09.2016 - 08.2017
- Managed incoming calls from residential and business customers and provided timely and courteous support in areas including modem configuration, wireless adjustment, password reset and troubleshooting through diagnostic tools and tactics.
- Resolved 40% of calls within the first contact and forwarded escalated calls to the relevant parties.
- Maintained customer relationships through communication and consistent use of established security protocols.
Customer Service Agent
Jamaica Dispatch Services Limited
03.2016 - 09.2016
- Interacted with over 200 passengers and provided support in areas including but not limited to welcoming and check-in, luggage tagging and inspection, travel document verification and boarding pass distribution.
- Maintained communication with passengers, provided updates on flight departures and resolved any issues regarding departure.
- Prepared flight reports for Immigration and Customs Officers to improve efficiency and achieve optimal performance.
Customer Service Representative
Laparkan Shipping Limited
04.2015 - 03.2016
- Interacted with customers and provided support in package processing and prepared documentation and instructions on shipment and clearance.
- Tracked customers shipments and provided a status update on arrival and stripping dates and documentation to facilitate the clearance of shipments with customs and the port.
- Increased company sales through the upselling of company clearance and delivery service.
Senior Customer Service Representative (Team Lead)
Anbel Agencies
Kingston, Jamaica
06.2013 - 05.2015
- Trained and mentor new team members on POS systems, customer service strategies and sales targets.
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
- Prepare, review and reconcile daily sales reports and ensure tills are accurate at the start and end of each shift.
- Educated customers on current promotions to enhance sales initiatives.
- Manage and resolve escalated customer disputes with expedited actions.
- Maintained an appropriate inventory and reorder level for storeroom merchandise.
Customs Broker Clerk
Grahford Limited
Kingston, Jamaica
08.2005 - 03.2013
- Facilitated customs clearance processes for international shipments at Grahford Limited.
- Reviewed import and export documentation for compliance with regulatory standards.
- Communicated with clients to gather information for customs declarations.
- Coordinated with government agencies to resolve customs-related inquiries.
- Monitored shipment statuses and updated clients on progress regularly.
- Researched tariff classifications to ensure accurate duty assessments.
- Assisted clients in obtaining necessary permits and licenses.
- Tracked shipments and communicated with carriers to confirm arrival time and release.
- Verified that all required documents are properly completed prior to submission for clearance purposes.
Education
Bsc. - Management Studies, Accounting
The University of the West Indies
KingstonSkills
- Excellent Customer Service
- Client Relationship
- Adaptable
- Great Interpersonal
- Time Management
- Supervisory Management
- Effective communicator
Timeline
Quality Assurance Analyst
Advantage Communications Inc.
09.2017 - 04.2025
Technical Support Representative
Advantage Communications Inc.
09.2016 - 08.2017
Customer Service Agent
Jamaica Dispatch Services Limited
03.2016 - 09.2016
Customer Service Representative
Laparkan Shipping Limited
04.2015 - 03.2016
Senior Customer Service Representative (Team Lead)
Anbel Agencies
06.2013 - 05.2015
Customs Broker Clerk
Grahford Limited
08.2005 - 03.2013
Bsc. - Management Studies, Accounting
The University of the West Indies