Nicholas Lewis

As a Real Time Analyst, I develop and maintain daily Excel reports, analyze real-time and historical data, and monitor contact center metrics to ensure operational efficiency. I collaborate with the Operations Team to provide updates and address challenges, while ensuring compliance with company policies.

In my role as a Back Office Representative, I responded to live chats and emails, providing accurate information and customer service solutions. I maintained effective communication and documented customer interactions for follow-up, ensuring compliance with security protocols.

As a Technical Support Representative, I interacted with customers to diagnose issues and provide solutions related to products and services. I ensured timely resolution of inquiries and maintained updated knowledge of system changes.

In this role, I addressed advanced technical issues related to Kindle devices and provided customers with troubleshooting assistance. I escalated unresolved issues to appropriate teams and ensured customer satisfaction through effective communication.

As a Tier 1 support representative, I handled customer inquiries regarding orders and products, facilitated returns, and resolved issues related to customer orders. I documented interactions to ensure proper resolution and customer satisfaction.

Completed a certificate in Data Analytics Level II, focusing on advanced data analysis techniques and tools to enhance decision-making processes in business environments.

Grade: 4 CAPE: Unit 1

Studied various subjects under the Caribbean Advanced Proficiency Examination (CAPE), gaining foundational knowledge in multiple disciplines.

Grade: 9 Caribbean Examinations Council Subjects

Completed secondary education with a focus on foundational subjects, preparing for further education and professional development.