Veneisha Kelvin
Montego Bay,St. James
Summary
I am a self-motivated professional with outstanding verbal and written communication skills. Highly knowledgeable in computer systems. I possess 2 years experience in performing quality assurance tasks that I'm determined to further develop in order to benefit your company.
Overview
7
7
years of professional experience
Work History
Quality Assurance Analyst
RTR International
07.2022 - 07.2024
- Participate in weekly collaborations with fellow QA Analysts, Managers, Supervisors and Clients in order to understand the project's direction, its current status, and the completion of tasks.
- Identify issues and errors on the recorded phone calls, notations, system updates and discussing them on collaborations.
- Grade agents based on task completed at company standards and grading schemes as well as provide pointers/corrections.
- Monitor agents to ensure that the feedback they received is being practiced to ensure improvements.
- Review Customer legal documents submitted to verify correct identification and banking information.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
Customer Service Representative
Continuum Global Solutions
10.2021 - 07.2022
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Conducted regular follow-up calls with customers after resolving their issues.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
Data Verification Agent and Reservations Sales Agent
Teleperformance
12.2019 - 06.2021
- Performed administrative tasks such as data entry, verifying documents, updating databases and approving/denying loans.
- Checking availability of hotels and rental properties in suggested locations by the customers.
- Make reservations for locations suggested by the customers.
- Utilized POS system to process payments accurately and efficiently while adhering to all security protocols.
Collections Agent and Supervisor line
Teleperformance
03.2017 - 04.2019
- Processed payments through various methods such as debit cards and money orders.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Prepared reports summarizing collection activity for management review.
Office Assistant
N.S.W.M.A - N.Y.S
08.2013
- Performed data entry tasks into various computer systems accurately and efficiently.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Maintained an organized filing system of paper documents and electronic files.
Education
Associate of Arts and Business - General Studies
Montego Bay Community College
High School Diploma -
Herbert Morrison Technical High
.
.
Skills
- Data Analysis
- QA reporting
- Improvement Recommendations
- Critical thinking abilities
- Issue Resolution
Timeline
Quality Assurance Analyst
RTR International
07.2022 - 07.2024
Customer Service Representative
Continuum Global Solutions
10.2021 - 07.2022
Data Verification Agent and Reservations Sales Agent
Teleperformance
12.2019 - 06.2021
Collections Agent and Supervisor line
Teleperformance
03.2017 - 04.2019
Office Assistant
N.S.W.M.A - N.Y.S
08.2013
Associate of Arts and Business - General Studies
Montego Bay Community College
High School Diploma -
Herbert Morrison Technical High
.
.
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