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BlackBrain Quantums

@blackbrainquantums

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Customer support specialist and quality analyst driving performance, coaching teams, and resolving technical issues.

Jamaica

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What I'm looking for

I seek a role where I can lead quality and support initiatives, coach teams, solve technical issues, and drive measurable KPIs.

I am an award-winning customer support specialist and quality analyst with 6+ years of experience across e-commerce, tech products, insurance, and travel. I have consistently maintained 95%+ quality and performance scores while delivering technical and service excellence.

I was promoted rapidly into leadership as a Quality Analyst, managing teams of 3–4 analysts overseeing 20–36 agents, conducting audits, performance reviews, and creating training materials. I also provided Apple iOS hardware and software support, account recovery, and complex troubleshooting across high-volume environments.

I combine consultative sales success with strong coaching and QA disciplines, driving measurable improvements in KPIs, conversion rates, and customer satisfaction. I seek roles where I can lead quality initiatives, mentor teams, and solve technical customer challenges.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Intelcia

Jan 2022 - Dec 2023 (1 year 11 months)

Promoted from Customer Service Representative to Quality Analyst within 90 days; managed teams of 3–4 analysts overseeing 20–36 agents and maintained 95%+ quality scores through audits, performance reviews, and targeted coaching.

Quality Assurance Team Management Performance Coaching KPI Analysis Training Development Audit Coaching

Sales Representative

Credit Joy

Jan 2022 - Dec 2023 (1 year 11 months)

Executed outbound sales strategies for credit repair services, consistently exceeded monthly quotas through consultative selling, and built client relationships to close deals.

Outbound Sales Consultative Selling Objection Handling B2C Sales Client Relationships Sales Quota

Technical Support Specialist

Conduent

Jan 2021 - Dec 2022 (1 year 11 months)

Diagnosed iPhone hardware and software issues via live chat, coordinated repairs/replacements, recovered blocked Apple ID accounts, and resolved billing/authentication issues while maintaining high customer satisfaction.

Technical Support apple Live Chat Account Recovery

Customer Service & Sales Rep

Advantage

Jan 2021 - Dec 2022 (1 year 11 months)

Provided support for Sunwing vacation packages and flight bookings, booked and modified reservations, upsold travel packages and insurance, and resolved complex travel issues while exceeding sales targets.

Travel Industry Customer Service Sales Upselling

Customer Service Specialist

IBEX

Jan 2020 - Dec 2021 (1 year 11 months)

Handled insurance policy inquiries, claims support, and platform technical troubleshooting; transitioned to recruitment platform support via upskilling and maintained quality scores above 95%.

Insurance Support Technical Troubleshooting Platform Support Account Management & Compliance Quality

Customer Service Representative

Alorica

Jan 2019 - Dec 2020 (1 year 11 months)

Delivered high-volume e-commerce support for Amazon NA, resolved orders, returns and refunds efficiently, consistently exceeded performance metrics and mentored new team members as #1 floor/site agent.

Order Management Customer Retention Mentoring Returns

Education

Degrees, certifications, and relevant coursework

Heart Trust/NTA

Certificate / Training Program, Software Development / Web Applications

2023 - 2025

Completed a two-year intensive software development training program focusing on C#, ASP.NET, and SQL Express to enhance technical troubleshooting and web application development skills.