Open to opportunities

Myra Brown

@myrabrown

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Experienced Customer Experience Specialist with a focus on quality analysis.

Jamaica

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated Customer Experience Specialist with over four years of experience in remote customer service and quality analysis. My journey began at Sutherland Global Solutions, where I honed my skills in handling high call volumes, resolving complex customer inquiries, and maintaining exceptional service standards. I have a proven track record of supporting top-tier brands like Airbnb, Apple, and Ring, ensuring customer satisfaction through effective communication and problem-solving.

As a Quality Analyst at Conduent Inc, I reviewed and analyzed various customer interactions to assess quality and adherence to company standards. My role involved delivering constructive feedback to agents, identifying trends, and collaborating with cross-functional teams to enhance operational efficiency. I am committed to driving improvement in customer experience through data-driven insights and maintaining high-quality assurance practices.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Experience Specialist

Current

Sutherland Global Solutions

Oct 2023 - Present (1 year 9 months)

Handled 200 inbound and outbound calls daily, addressing a wide range of inquiries with efficiency and professionalism. Resolved disputes between guests and hosts by reviewing evidence, policies, and providing fair, timely resolutions.

Customer Service Technical Support CRM Systems Dispute Resolution

Quality Analyst

Conduent Inc

Aug 2022 - Present (2 years 11 months)

Reviewed and analyzed calls, chats, and email interactions between agents and customers to assess quality and adherence to Apple’s standards. Delivered detailed, constructive feedback to team leaders and agents to drive improvement in customer experience.

Quality Assurance Data Analysis Customer Experience Feedback

Technical Support Specialist

Ibex Global Services

Mar 2020 - Present (5 years 4 months)

Handled 200 inbound and outbound calls daily, troubleshooting smart home devices such as doorbells, cameras, alarms, and mobile app connectivity. Diagnosed hardware and software issues, offering step-by-step solutions tailored to each customer’s technical skill level.

Technical Support Troubleshooting Smart Home Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Old Harbour High School

High School Diploma, General Studies

Grade: 5 CSEC PASSES

Achieved 5 CSEC passes, demonstrating a strong foundation in various subjects. Completed secondary education, preparing for further academic or professional pursuits.