Tiana Whyte
@tianawhyte
Customer operations analyst focused on improving service quality and resolution outcomes.
JamaicaWhat I'm looking for
I am a customer operations and service quality analyst with hands-on experience supporting U.S. customers across billing, technical troubleshooting, and scheduling. I consistently interpret customer intent to select proper workflows and improve resolution outcomes.
I have worked in high-volume environments handling 80–150+ customers per shift, preparing structured escalations, and maintaining accurate CRM documentation. I employ AI-assisted tools and CRM platforms to refine responses and ensure clarity.
My strengths include sentiment recognition, rubric-based response assessment, multi-channel support (voice, chat, email), and efficient data entry. I meet targets while upholding compliance and delivering calm, solution-driven communication.
I am detail-oriented, time-conscious, and skilled with Google Workspace, Microsoft Office, and multi-monitor, multi-tab workflows. I seek roles where I can optimize customer journeys and contribute to measurable service quality improvements.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Optimum
Apr 2024 - Sep 2025 (1 year 5 months)
Handled U.S. customer support for internet, billing, scheduling, and technical troubleshooting; scheduled field technicians and improved resolution outcomes by selecting proper workflows and using AI-assisted tools.
Customer Support Representative
IBEX / FedEx
Jan 2024 - Apr 2024 (3 months)
Assisted customers with time-sensitive delivery issues, missing shipments, and claims by investigating package movement and preparing structured escalation documentation for unresolved issues.
Customer Support Agent
Pipeline Communications
Aug 2022 - Feb 2024 (1 year 6 months)
Conducted outbound U.S.-based research and survey calls, captured responses accurately, and met quotas while ensuring compliance and documentation standards.
Customer Support Representative
iTel / Kroger
Sep 2023 - Dec 2023 (3 months)
Provided high-volume support (80–150+ customers per shift) for loyalty, promotions, store, and account inquiries while maintaining accurate CRM categorization and procedural compliance.
Education
Degrees, certifications, and relevant coursework
Norman Manley High School
High School Diploma, Office Administration
2019 - 2022
Completed High School Diploma with focus on Office Administration and EDPMSkills, emphasizing administrative and digital processing competencies.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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