Jenecia Aberdeen
Arouca
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
iQor
Wallerfield , Trinidad
03.2019 - Current
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Customer Service Team Lead
iQor
Barataria , Trinidad
07.2018 - 03.2019
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
Quality Assurance Analyst
IQor
Barataria , Trinidad
03.2018 - 06.2018
- Provided real-time feedback and coaching to team members on customer service skills to improve performance.
- Produced reports outlining information such as call duration and customer satisfaction levels.
- Analyzed customer feedback surveys to identify areas of improvement.
- Delivered presentations on topics such as conflict resolution, communication skills, and active listening, tailored according to the needs of each department.
Customer Service Representative
iQor
Wallerfield , Trinidad
12.2016 - 03.2018
- Conferred with customers by telephone, email, and chat to provide information about products. Assisted with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Associate of Arts - Business Administration
Roytec UWI School Of Business & Applied Studies
Mt Hope 01-2029
High School Diploma -
Aranguez North Secondary School
San Juan06-2015
Skills
- Verbal and written communication
- Team management
- Inter-department collaboration
- Escalation management
- Work prioritization
- Report generation
- Problem-solving
Languages
English
First Language
Timeline
Customer Service Supervisor
iQor
03.2019 - Current
Customer Service Team Lead
iQor
07.2018 - 03.2019
Quality Assurance Analyst
IQor
03.2018 - 06.2018
Customer Service Representative
iQor
12.2016 - 03.2018
Associate of Arts - Business Administration
Roytec UWI School Of Business & Applied Studies
High School Diploma -
Aranguez North Secondary School