HHHiyta Hall
@hiytahall
Dedicated customer service manager with a focus on team development.
JamaicaWhat I'm looking for
I am a dedicated and results-driven Customer Service and Team Manager with over 8 years of experience in remote support and quality analysis across various industries. My expertise lies in managing high call volumes and consistently exceeding performance targets while improving key metrics such as customer satisfaction and order accuracy.
Throughout my career, I have supervised and mentored teams of up to 15 agents, providing coaching and performance feedback to enhance their skills and morale. I have a proven track record in troubleshooting complex customer issues, training staff, and delivering exceptional service in fast-paced environments. My commitment to quality assurance and performance optimization has led to significant improvements in team efficiency and customer satisfaction.
Experience
Work history, roles, and key accomplishments
2ITeam Manager
247 Intouch
Aug 2020 - Present (4 years 10 months)
Dedicated and results-driven Customer Service and Team Manager with over 8 years of experience in remote support, quality analysis, and team leadership. Supervise and mentor a team of 15 agents, ensuring they meet quality, efficiency, and customer satisfaction targets while implementing process improvements.
2IQuality Analyst
247 Intouch
Apr 2019 - Aug 2020 (1 year 4 months)
Monitored and assessed customer support interactions to ensure adherence to company policies and quality standards. Developed quality improvement initiatives and generated reports on quality metrics and agent performance trends.
2ICustomer Service Specialist
247 Intouch
Apr 2016 - Apr 2019 (3 years)
Handled over 200 inbound calls daily, addressing customer concerns efficiently. Maintained high call resolution rates and provided troubleshooting support for app-related issues, ensuring customer satisfaction.
ATCustomer Service Specialist
Advance Call Center Technologies
Oct 2015 - Jul 2016 (9 months)
Managed over 150 inbound calls daily, addressing a variety of customer inquiries and issues. Resolved complaints and provided clear, actionable solutions while enhancing customer understanding of products and services.
Education
Degrees, certifications, and relevant coursework
UCUniversity of the Commonwealth Caribbean
Diploma in Administrative Assistance, Administrative Assistance
2022 -
Pursuing a diploma in Administrative Assistance, focusing on administrative skills and office management.
Northwest TVET Kenilworth Campus
Diploma, Technical and Vocational Education
2014 - 2016
Completed a Level 3 diploma focusing on skills relevant to technical and vocational education and training.
Irwin High School
High School Diploma, General Education
2008 - 2014
Completed a high school diploma with a focus on subjects including English language, Mathematics, Social Studies, Chemistry, and Biology.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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