Nicholas George
Port Of Spain
Summary
Adept at data analysis and problem-solving, I elevated contact center efficiency at Ascensos Trinidad through insightful trend analysis and team collaboration. My expertise in reporting and emotional intelligence significantly enhanced customer satisfaction and operational productivity, showcasing a proven track record of impactful achievements in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Queue Management
Ascensos Trinidad
Port Of Spain
10.2024 - Current
- Analyzed and disseminated data, providing keen insight on contact center trends in real time.
- Collaborated closely with team members to promote contact center efficiency.
- Monitored call center inbound and outbound queues.
- Monitored call center metrics, including average call duration, hold times, and abandonment rates. To ensure adherence to client policies and procedures.
Customer Service Agent
Ascensos Trinidad
Port Of Spain
01.2024 - Current
- Resolved customer complaints quickly and efficiently.
- Provided product information to customers in a timely manner.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Allocator
Ascensos Trinidad
Port Of Spain
03.2024 - 08.2024
- Compiled data from multiple sources into accurate reports for review by senior management.
- Analyzed and tracked daily volume trends to identify potential issues.
- Worked closely with other departments to promote team collaboration.
- Encouraged team collaboration through effective communication techniques.
- Managed Inter-Site Call Queue Allocation.
Customer Service Representative
Call Center Pros
Port Of Spain
10.2023 - 01.2024
- Helped customers find specific medical products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Supervisor (Contract)
Propel Security Services
Port Of Spain
05.2023 - 09.2023
- Maintained positive working relationship with fellow staff and management.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Managed staffing and scheduling of security personnel.
- Conducted client visits.
- Drafted standard operating procedures for departments.
Customer Service Representative
iQor Trinidad| Credit One Bank
Port Of Spain
02.2023 - 07.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Perishables Attendant
Massy Stores
Port Of Spain
12.2021 - 02.2023
Administrative Assistant
Propel Security Services
Port Of Spain
01.2021 - 08.2021
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Provided secretarial and office management support while building cooperative working relationships.
- Inventoried and ordered supplies for office.
Education
Real Time Analysis Course
Ascensos Trinidad
06-2024
High School Diploma -
Downer’s Educational Institute
Port Of Spain Trinidad 07.2021
Skills
- Team collaboration
- Emotional intelligence
- Data entry
- Reporting skills
- Data analysis
- Problem-solving skills
Timeline
Queue Management
Ascensos Trinidad
10.2024 - Current
Allocator
Ascensos Trinidad
03.2024 - 08.2024
Customer Service Agent
Ascensos Trinidad
01.2024 - Current
Customer Service Representative
Call Center Pros
10.2023 - 01.2024
Supervisor (Contract)
Propel Security Services
05.2023 - 09.2023
Customer Service Representative
iQor Trinidad| Credit One Bank
02.2023 - 07.2023
Perishables Attendant
Massy Stores
12.2021 - 02.2023
Administrative Assistant
Propel Security Services
01.2021 - 08.2021
Real Time Analysis Course
Ascensos Trinidad
High School Diploma -
Downer’s Educational Institute
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