Open to opportunities

Raevia Wilson

@raeviawilson

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Results-driven professional with expertise in customer service and audit analysis.

Jamaica

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What I'm looking for

I am looking for a role that values continuous improvement and collaborative leadership, where I can drive operational efficiency and enhance customer satisfaction.

I am a results-driven professional with extensive experience in customer service, audit analysis, and team leadership. My career has been defined by my ability to foster high-performing teams and deliver exceptional customer experiences. At IBEX Global Jamaica Limited, I lead a team of customer service professionals, focusing on accountability, efficiency, and excellence, which has resulted in improved team engagement and performance.

My expertise in conducting comprehensive audit analyses ensures adherence to quality standards and compliance regulations, enhancing service delivery and reducing errors. I am passionate about continuous improvement and collaborative leadership, working closely with senior leadership to implement process enhancements that streamline operations and improve the overall customer experience.

Experience

Work history, roles, and key accomplishments

Current

Team Manager

Current

IBEX GLOBAL JAMAICA LIMITED

Jan 2019 - Present (6 years 6 months)

Lead and develop a high-performing team of customer service professionals, conducting audit analyses and providing coaching to enhance service delivery and team performance. Collaborated with leadership to implement process improvements.

Team Leadership Audit Performance Management Process Optimization Customer Experience Project Management Coaching Quality Assurance Communication Data Analysis

Customer Service Representative

CONDUENT JAMAICA

Jan 2018 - Jan 2019 (11 months)

Managed high-volume customer interactions, ensuring effective resolution of inquiries and maintaining exceptional call quality metrics, contributing to increased customer satisfaction.

Customer Service Call Center Operations Problem Solving Communication Conflict Resolution Data Analysis Customer Satisfaction Performance Metrics Compliance

Customer Service Representative

SUTHERLAND GLOBAL SERVICES

Jan 2017 - Jan 2018 (1 year)

Delivered professional customer support, establishing strong relationships and exceeding performance targets for response time and customer satisfaction, contributing to brand loyalty.