Israel Jimmy

At Linex Consulting, I handle 80+ inbound and outbound customer interactions daily while maintaining a 98% customer satisfaction rating and 90%+ first-contact resolution. I resolve complex multi-channel complaints through Freshdesk, Zendesk, and 8x8 with complete case documentation and traceability.

I build interactive Microsoft Excel and Power BI dashboards that give management real-time visibility into satisfaction, resolution, and response-time KPIs. I also prepare and present weekly operational reports, customer feedback analysis, and actionable recommendations to senior management.

Previously, at VicLawrence and Associates/Sterling Bank, I managed 300+ inbound calls and emails weekly and handled 200+ multi-channel interactions per week. I built customer trust through accurate communication, strong use of company knowledge resources, and consistent service delivery during peak volumes.

I'm looking to bring my customer service, reporting, and data analysis capabilities into a banking environment, drawing on my B.Sc. in Geology and experience across contact centre operations.