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Therese Henry

Customer Support Specialist / Quality Analyst

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Intro
Kingston, Jamaica
Joined November 4, 2022

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About
I have over 6 years in the Customer Service/Care industry, which has made me flexible as well as an efficient learner.I would be great for any Customer care position in your company. My experience has afforded me knowledge in the many areas of customer care like Sales, All Telecommunication,Technical service,Email, Chats and Recruiting. This has taught me how to set and meet targets while generating leads, Patience, Understanding, Time management and honing my critical thinking skills. I know I can and will be an asset to your company. Also working from home has been a real eye opener about self discipline and time management. Glad to have this experience and have been working from home for over 2 years now has given me the opportunity to master these abilities.
Experience
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Freelancer
Dec 2015 – Nov 2022
Blog writer for Kingston Boats and a Business Blog
Responsibilities: - • To meet deadlines. • Write interesting yet informative blog entries for Business owners, entrepreneurs, longtime boat owners and prospective boat owners.
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Voca BPO (Work From Home)
Jul 2020 – Dec 2020
Customer Care Representative/ Quality analyst
Responsibilities: - • My function was to take orders, track them and reship if necessary. • Answer emails. Quality Analsyt Support Analyze/Audit agent transactions and score them according to program and company specific criteria. Provide structured and timely recommendations; verbal or written feedback to Quality Manager, Call Center Leadership, Call Center Operations and Call Center Agents. Identify and remedy any issue an agent is having and have targeted meetings with agents if needed to improve. Enter all reports in system for supervisor review.
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Conduent Inc service company
Feb 2020 – May 2020
Customer Support Specialist (Chat Support)
Responsibilities: - • My function was to take up to Three (3) chats and help customers with various issues pertaining to any Apple product and troubleshooting the issues. • >Laid off due to the Global PandemicCovid-19
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Hinduja Global Solutions Limited
Jun 2017 – Aug 2018
Customer Support Specialist (Humana Insurance)
Responsibilities: - • To provide excellent customer service. • To speak with medical personnel, use and understand medical jargons. • To research if specific medical procedures and verify if its covered by the insurance company. • To run claims on the medical procedures and tell the doctors office or medical facility what will be their pay out.
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