Lamoy James
@lamoyjames
Customer service and quality assurance specialist driving operational improvements.
JamaicaWhat I'm looking for
I am a Customer Service and Quality Assurance professional with 7+ years' experience in call center operations, client relations, and workflow optimization. I consistently use data-driven audits, real-time monitoring, and targeted training to boost efficiency, reduce defects, and improve recovery and retention metrics.
Across roles I have led inspections and audits that increased efficiency by 12%, promoted best practices that raised team efficiency by 16%, and optimized collections and loan processes that improved recovery and reduced defaults. I collaborate with cross-functional teams, deliver practical training, and produce management-ready reports to support operational excellence.
Experience
Work history, roles, and key accomplishments
Conducted inspections and audits to identify inefficiencies and improve quality management systems, increasing efficiency by 12% and reducing defect rates through cross-functional collaboration.
Liaised with associates and managers to recommend training solutions and promote operational best practices, increasing efficiency by 16% and resolving real-time performance bottlenecks.
Conducted credit assessments and negotiated repayment plans, reducing defaults by 10% and improving recovery rates by 15% through optimized collections procedures.
Customer Service Specialist
Iterum Connections
Aug 2021 - Dec 2021 (4 months)
Handled 180+ daily multichannel customer interactions, relayed feedback to product and QA teams to improve offerings, and resolved complaints to increase retention by 4%.
Education
Degrees, certifications, and relevant coursework
NVQ-J (National Vocational Qualification - Jamaica)
NVQ-J Level 3 Certificate, System Administration
Pursuing an NVQ-J Level 3 Certificate in System Administration focused on practical IT systems management and administration tasks.
High School Diploma
High School Diploma, General Secondary Education
Completed secondary education and obtained a High School Diploma.
Availability
Location
JamaicaAuthorized to work in
Salary expectations
Job categories
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