AGAaliyah Gonsalves
@aaliyahgonsalves
Dedicated customer experience agent with strong problem-solving skills.
Trinidad and TobagoWhat I'm looking for
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
Customer Experience Agent - Contact Centre
Unicomer (Trinidad) Ltd.
Sep 2021 - Present (3 years 8 months)
Resolved Consumer Affairs Cases and drafted Legal Letters, conducting supporting investigations. Investigated and resolved customer and executive complaints efficiently.
Inbound Agent - Contact Centre
Unicomer (Trinidad) Ltd.
Oct 2019 - Present (5 years 7 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.
Sales Representative
Happy Pets Boutique and Spa
Oct 2018 - Present (6 years 7 months)
Managed store operations including opening, closing, and inventory. Confirmed appointments with clients and provided pet care knowledge.
Education
Degrees, certifications, and relevant coursework
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.
Oxford Graduate College
Diploma, Para-Legal Studies
Completed a diploma program focused on Para-Legal Studies.
Synergy Training Institute
Certificate, Introduction to Psychology
Completed a short course providing an introduction to the field of Psychology.
Synergy Training Institute
Certificate, Office Administration
Completed a short course covering principles of Office Administration.
Synergy Training Institute
Certificate, Spanish
Completed a short course focused on the Spanish language.
Synergy Training Institute
Certificate, Company Law
Completed a short course covering aspects of Company Law.
Tech stack
Software and tools used professionally
Availability
Location
Trinidad and TobagoAuthorized to work in
Job categories
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