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@ashramelekima
Quality Assurance Analyst with a strong background in customer service.
I am a dedicated Quality Assurance Analyst with extensive experience in customer service and training. My career has been built on a foundation of strong communication skills and a commitment to excellence. I have successfully managed agent training programs, conducted evaluations, and provided ongoing support to ensure high-quality service delivery.
Throughout my career, I have demonstrated my ability to adapt and thrive in fast-paced environments. My experience includes managing inbound and outbound communications, resolving customer issues, and building rapport with clients. I am passionate about continuous learning and am always looking for opportunities to enhance my skills and contribute to organizational goals.
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Work history, roles, and key accomplishments
Safer Road Rescue
Mar 2024 - Present (1 year 8 months)
Monitored agent calls, provided corrections, and evaluated performance, sending weekly reports to agents. Conducted training sessions for new agents, developed training materials, and offered ongoing coaching and support.
Safer Road Rescue
Aug 2023 - Aug 2023 (0 months)
Managed inbound and outbound calls, following communication scripts to handle customer engagement. Identified customer needs, answered questions, solved problems, and built product knowledge to improve performance.
Insurance Supermarket
Nov 2022 - Jul 2023 (8 months)
Pre-qualified clients to ensure service eligibility and increased client retention by building rapport and trust. Handled high call volumes efficiently, maintained accurate knowledge of services, and achieved daily performance targets.
Rent2Own Services
Aug 2022 - Mar 2023 (7 months)
Responded to inbound and outbound customer inquiries, resolving an average of 50+ issues daily. Collaborated with senior team members on complex escalations and provided prompt, courteous assistance to ensure customer satisfaction.
Agri Palm Limited
May 2022 - Aug 2022 (3 months)
Oversaw daily store cleaning and general maintenance to uphold high company standards. Received and documented inventory deliveries, ensuring compliance with purchase orders, and issued items to various departments with proper documentation.
CSCS Archive Company
Oct 2021 - Apr 2022 (6 months)
Sorted documents from various departments and scanned them according to departmental classifications. Filed documents in both physical and digital records, ensuring proper storage and easy retrieval.
Lashbydee Studio
Nov 2020 - Oct 2021 (11 months)
Assisted customers with product knowledge and service expertise, promptly answering telephone calls and improving on-hold wait times. Handled customer complaints, provided appropriate solutions, and managed high-volume queries through multitasking.
Ozalla High School
Nov 2019 - Oct 2020 (11 months)
Prepared lesson notes and conducted lectures on various topics, evaluating students' learning abilities. Developed quizzes, tests, and examinations to gauge student comprehension and created programs to increase interest in higher learning.
Cross River State Water Board Limited
Jan 2017 - Jun 2017 (5 months)
Conducted daily water testing for physiochemical parameters and performed water treatment to ensure water was fit for distribution. Complied with health, safety, and environment policies by applying best practices and quality standards.
Nutritious Food Fair
Nov 2016 - Dec 2016 (1 month)
Sensitized buyers on the importance and use of Aflasafe products for treating Aflatoxins, and successfully sold these products. Developed and executed sales promotions, which increased revenue through targeted campaigns.
Degrees, certifications, and relevant coursework
Bachelor of Science, Genetics and Biotechnology
2014 - 2019
Grade: 2:2
Studied Genetics and Biotechnology at the University of Calabar. Achieved a GPA of 2:2.
West African Senior School Certificate, General Studies
2005 - 2011
Completed secondary education and obtained the West African Examination Council (WAEC) certificate.
First School Leaving Certificate, Primary Education
Completed primary education and obtained the First School Leaving Certificate.
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