Aaliyah GonsalvesAG
Open to opportunities

Aaliyah Gonsalves

@aaliyahgonsalves

Dedicated customer experience agent with strong problem-solving skills.

Trinidad and Tobago

What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for growth.

I am a committed Customer Experience Agent with a proven track record in resolving consumer affairs and enhancing customer satisfaction. At Unicomer (Trinidad) Ltd., I have successfully managed an average of fifteen cases monthly, achieving an impressive 85% resolution rate within 72 business hours. My role involves drafting legal letters and conducting thorough investigations to address customer and executive complaints, with a completion rate of 90% within 24 to 48 business hours.

During the COVID-19 shutdown, I utilized my time effectively by completing online courses in various fields, including psychology and company law, to further my personal and professional development. My previous experience as an Inbound Agent allowed me to handle 3000-4000 calls monthly, ensuring 98% were managed successfully. I pride myself on my communication skills and my ability to work collaboratively within a team to achieve organizational goals.

Experience

Work history, roles, and key accomplishments

UL
Current

Customer Experience Agent - Contact Centre

Unicomer (Trinidad) Ltd.

Sep 2021 - Present (3 years 9 months)

Resolved Consumer Affairs Cases and drafted Legal Letters, conducting supporting investigations. Investigated and resolved customer and executive complaints efficiently.

UL

Inbound Agent - Contact Centre

Unicomer (Trinidad) Ltd.

Oct 2019 - Present (5 years 8 months)

Received incoming calls to provide assistance and redirect where applicable. Successfully managed a high volume of calls monthly and correctly escalated complaints for resolution.

HS

Sales Representative

Happy Pets Boutique and Spa

Oct 2018 - Present (6 years 8 months)

Managed store operations including opening, closing, and inventory. Confirmed appointments with clients and provided pet care knowledge.

Education

Degrees, certifications, and relevant coursework

WS

Waterloo Secondary High School

CXC Ordinary Level Certificate, General Studies

Grade: 7 passes

Completed secondary education and obtained the Caribbean Examinations Council Ordinary Level Certificate. Achieved 7 passes, including Mathematics and English.

OC

Oxford Graduate College

Diploma, Para-Legal Studies

Completed a diploma program focused on Para-Legal Studies.

SI

Synergy Training Institute

Certificate, Introduction to Psychology

Completed a short course providing an introduction to the field of Psychology.

SI

Synergy Training Institute

Certificate, Office Administration

Completed a short course covering principles of Office Administration.

SI

Synergy Training Institute

Certificate, Spanish

Completed a short course focused on the Spanish language.

SI

Synergy Training Institute

Certificate, Company Law

Completed a short course covering aspects of Company Law.

Tech stack

Software and tools used professionally

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Aaliyah Gonsalves - Customer Experience Agent - Contact Centre - Unicomer (Trinidad) Ltd. | Himalayas