Looking for a job

Adiuku Graham

@adiukugraham

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Customer service and quality assurance specialist improving satisfaction through data-driven solutions.

Jamaica

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What I'm looking for

I seek a collaborative role in customer experience or quality assurance where I can apply data-driven problem solving, improve processes, and support team growth.

I am a customer service and quality assurance specialist with over four years' experience delivering exceptional client support, resolving escalated complaints, and improving operational efficiency across remote and on-site environments.

I have driven measurable improvements — including a 30% reduction in complaint turnaround time and a 97% customer satisfaction rating — by combining root-cause analysis, data reporting, and cross-functional coordination.

I thrive in collaborative, fast-paced settings, am proficient with tools like Shopify, Zendesk, Gorgias and Salesforce Service Cloud, and consistently train teams and implement process improvements to elevate service quality.

Experience

Work history, roles, and key accomplishments

Quality Assurance Officer

National Water Commission

Jan 2023 - Jan 2025 (2 years)

Investigated and resolved water quality complaints through site inspections and laboratory analyses, reducing complaint turnaround time by 30% and supporting risk-management and demand-forecasting projects for regulatory compliance.

Data Analysis Risk Assessment Regulatory Compliance Report Writing Training Delivery

Quality Assurance Technician

Wisynco Group Limited

Jan 2023 - Dec 2023 (11 months)

Performed quality checks and compliance inspections, handled consumer complaints and coordinated corrective actions to maintain product quality and regulatory compliance.

Inspections Complaint Handling Documentation Product Recall Support Training Compliance Monitoring

Virtual Assistant / Customer Support Specialist

TalentPop

Jan 2021 - Dec 2022 (1 year 11 months)

Delivered remote customer support achieving a 97% satisfaction rating and sub-two-minute average chat response time while managing tickets and administrative tasks for multiple e-commerce clients.

Live Chat Support Zendesk Gorgias Shopify Ticketing Reporting Slack Customer Satisfaction

Customer Experience Associate

Conduent

Jan 2020 - Dec 2021 (1 year 11 months)

Handled 60–80 daily customer interactions for UPS clients, maintaining a 96% satisfaction rate and 90% first-contact resolution by investigating shipment issues and coordinating logistics partners.

CRM Ticketing Systems Phone Email Chat Support Escalation Management Logistics Coordination

Operations Supervisor

Paintball Shooting Range

Jan 2016 - Dec 2019 (3 years 11 months)

Managed daily operations, staff scheduling and inventory, and improved customer retention by 25% through faster response times and proactive post-service communication.