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MB@myrabrown
Experienced Customer Experience Specialist with a focus on quality analysis.
JamaicaI 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.
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Work history, roles, and key accomplishments
Sutherland Global Solutions
Oct 2023 - Present (2 years 1 month)
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.
Conduent Inc
Aug 2022 - Present (3 years 3 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.
Ibex Global Services
Mar 2020 - Present (5 years 8 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.
Degrees, certifications, and relevant coursework
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.
Software and tools used professionally
JamaicaYou can contact Myra and 90k+ other talented remote workers on Himalayas.
Message Myra
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