Desmond Bright

Detail-oriented Quality Assurance and Training Analyst with extensive experience in developing and monitoring quality standards and training programs. Skilled in evaluating customer service interactions and analyzing key performance indicators to enhance service delivery.

Handled refund requests and completed KYC onboarding for customers. Investigated loan overpayments and initiated refund processes, ensuring prompt processing and accurate reporting.

Delivered effective responses to customer inquiries and complaints, contributing to team performance in key areas. Assisted in onboarding new team members to maintain quality standards.

Developed new business prospects and interacted with customers to increase sales of agency banking products. Ensured timely processing of customer transactions and achieved exceptional customer service.

Managed inbound and outbound calls, ensuring timely resolution of customer inquiries. Maintained CRM reports and contributed to team targets through effective communication.

Managed inventory of office supplies and performed administrative tasks. Provided information to clients and improved the administration of office tools.

Grade: 2nd Class Upper Honors

Studied Public Administration with a focus on the principles and practices of governance, public policy, and administration. Achieved a 2nd Class Upper Honors degree, demonstrating strong analytical and communication skills.