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Noelle Blake

@noelleblake

Quality and Compliance Supervisor at Radius Global Solutions, presenting daily reports and investigating operational trends.

Jamaica

Message

At Radius Global Solutions, I design and present daily quality reports, audit customer service interactions, and analyze complaints and operational logs to identify root causes and trends. I also brief clients on operational metrics and improvement plans.

Earlier at Radius Global Solutions (ProctorU), I managed daily operations for a team of remote proctors, tracked performance, and coached team members toward KPI targets. My experience also includes customer service at Radius Global Solutions and Conduent, and server work at Pier 1.

Experience

Work history, roles, and key accomplishments

Current

Quality and Compliance Supervisor

Current

Radius Global Solutions

Mar 2023 - Present (3 years 8 months)

Designs and presents daily quality reports, conducts root-cause analysis, and facilitates client briefings. Performs quality assurance audits and provides coaching to improve service quality.

Quality Assurance Root Cause Analysis Compliance KPI Tracking Data Analysis Reporting Coaching

Server

Pier 1

Oct 2024 - Oct 2025 (1 year)

Delivered high-quality customer experience in a fast-paced environment, ensuring order accuracy and guest satisfaction. Managed cash handling and register reconciliations with precision.

Customer Service Cash Handling Point of Sale Attention To Detail

Customer Service Representative

Radius Global Solutions

Jan 2022 - Mar 2023 (1 year 2 months)

Managed high-volume inbound customer interactions, resolving complex account queries and payment transactions with high accuracy. Consistently met and exceeded KPI metrics for AHT and FCR.

Customer Service Inbound Calls KPIs Average Handle Time First Contact Resolutions

Proctoring Floor Manager

Radius Global Solutions (ProctorU)

Nov 2019 - Dec 2021 (2 years 1 month)

Managed daily operations and monitored technical performance metrics for a team of 9-13 remote proctors. Analyzed evaluation scores, conducted coaching, and reported productivity to the center manager.

Team Leadership Performance Monitoring Technical Troubleshooting KPI Tracking Reporting

Customer Service Representative

Conduent

Jan 2016 - Oct 2019 (3 years 9 months)

Handled inbound customer calls, executing database changes and system updates to resolve issues. Audited customer account history to verify corrective changes were applied.

Customer Service Database Management Audit Problem Solving

Education

Degrees, certifications, and relevant coursework

Professional Certification in Quality Assurance & Operational Analytics

Quality Analyst Certificate (BPO), Quality Assurance

Earned a Quality Analyst Certificate (BPO) in 2024, focusing on quality assurance and operational analytics.

Anchovy High School

Caribbean Secondary Education Certificate (CSEC/CXC), General Secondary Education

2009 - 2014

Completed Caribbean Secondary Education Certificate (CSEC/CXC) with passes in Office Administration, EDPM, Information Technology, Principles of Business, Principles of Accounts, English A, and Mathematics.