Nickisha Robinson
@nickisharobinson
Customer service and quality assurance professional driving performance and customer satisfaction.
JamaicaWhat I'm looking for
I am an accomplished customer service, sales, and quality assurance professional with several years of experience delivering high-quality support while meeting performance and compliance standards. I specialize in assessing customer interactions, implementing improvements, and coaching frontline teams to raise service quality.
My background includes hands-on sales experience, collections management, and detailed quality analysis. I consistently manage high call volumes, negotiate payment plans, and apply CRM tools to resolve account discrepancies while maintaining professionalism and empathy.
I am results-driven and recognized for strong communication, problem-solving, attention to detail, and relationship building. I partner with management to identify training needs, align quality metrics with client expectations, and drive continuous improvement across teams.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Light Fire Partners
May 2025 - Jan 2026 (8 months)
Conducted quality audits of customer interactions to ensure compliance with company policies and industry standards; provided coaching that improved agent performance and aligned team practices with client expectations.
Sales Representative
Light Fire Partners
May 2024 - Apr 2025 (11 months)
Promoted and sold products by identifying customer needs and delivering tailored solutions, consistently meeting sales targets and managing high-volume inbound/outbound call activity to close opportunities.
Collections Representative
C4 Global Solutions
Feb 2019 - Apr 2024 (5 years 2 months)
Managed 100–150 inbound and outbound calls daily to resolve delinquent accounts, negotiated payment plans while ensuring regulatory compliance, and resolved account discrepancies through cross-department coordination.
Customer Service Rep
Teleperformance
Dec 2017 - Jan 2019 (1 year 1 month)
Served as primary customer contact handling high-volume inbound/outbound calls, resolved inquiries and service issues with empathy and accuracy, maintaining high customer satisfaction and adherence to policy.
Education
Degrees, certifications, and relevant coursework
Bishop Gibson High School
High School Diploma, General Secondary Education
Completed High School Diploma at Bishop Gibson High School.
Availability
Location
JamaicaAuthorized to work in
Job categories
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