RJRahiem Johnson
@rahiemjohnson
Customer experience coach dedicated to enhancing client satisfaction.
JamaicaWhat I'm looking for
I am a dedicated Customer Experience Coach with a strong focus on delivering timely and accurate solutions that enhance client satisfaction. My experience at ITEL International has equipped me with the skills to analyze complex information, identify patterns, and formulate effective performance improvement plans. I pride myself on my ability to communicate directly with clients, ensuring their needs are met while driving departmental objectives.
Throughout my career, I have honed my analytic and problem-solving skills, actively participating in decision-making processes to adjust predefined quality standards. My time management and organizational skills allow me to prioritize tasks efficiently, ensuring that I meet deadlines and achieve goals. I have collaborated with team leads and trainers to implement improvement strategies, ensuring compliance with company policies and maintaining high levels of customer satisfaction.
Experience
Work history, roles, and key accomplishments
Customer Experience Coach
ITELInternational
Oct 2024 - Present (8 months)
Communicate directly with clients to analyze and address agent habits and metrics, formulating plans to improve and develop effective performance. Actively involved in decision-making regarding adjustments to predefined quality standards.
Temp Customer Experience Coach
ITELInternational
Mar 2024 - Present (1 year 3 months)
Evaluated and analyzed customer interactions against predefined quality standards, collaborating with team leads to implement improvement strategies. Generated comprehensive reports, analyzed trends, and recommended process enhancements to optimize operational efficiency.
Reservation Specialist
ITELInternational
Oct 2023 - Present (1 year 8 months)
Provided customer-centered service, efficiently resolving queries in an amicable manner. Identified and pursued opportunities to upsell and enhance the overall customer experience.
Customer Service Representative
Hinduja Global Solutions
Jul 2023 - Present (1 year 11 months)
Assisted customers by identifying and resolving issues related to electric bills, providing clear explanations and solutions. Meticulously documented all customer interactions, including complaints and their resolutions.
Education
Degrees, certifications, and relevant coursework
University Of Technology
BSc In Computer Science, Computer Science
Studied Computer Science at the University of Technology. Currently on a leave of absence from the program.
St. Jago High
High School Diploma, General Studies
Completed high school education and obtained a High School Diploma.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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