Open to opportunities

Tivy Watson

@tivywatson

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Results-driven Quality Analyst focused on performance improvement and customer satisfaction.

Jamaica

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What I'm looking for

I am looking for a role that fosters growth, values collaboration, and emphasizes customer satisfaction.

I am a results-driven Quality Analyst and customer engagement professional with a proven ability to monitor interactions, deliver actionable feedback, and drive performance improvements. My experience includes identifying trends, troubleshooting issues, and ensuring compliance to enhance operational efficiency and customer satisfaction. I thrive in fast-paced environments and am known for delivering exceptional service while resolving issues efficiently.

Throughout my career, I have honed my skills in quality assurance and control, performance improvement, and customer experience. At Advantage Communications, I monitored customer interactions daily, provided coaching to enhance team performance, and prepared detailed reports for leadership. My role also involved assisting in AI integration and troubleshooting, ensuring top-tier customer satisfaction through effective problem resolution.

With strong analytical and technical skills, I am proficient in Microsoft Office Suite and have a keen eye for detail. I am eager to contribute to a growth-oriented organization where I can leverage my communication and collaboration skills to drive success.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Advantage Communications

Jan 2022 - May 2025 (3 years 4 months)

Monitored customer interactions to ensure quality and protocol compliance daily. Delivered feedback and coaching to enhance team and individual performance. Prepared and disseminated detailed reports to leadership outlining trends, issues, and improvement areas.

Quality Assurance Data Analysis Performance Coaching Report Generation AI Integration Troubleshooting Customer Satisfaction Technical Support Process Improvement Communication Skills

Customer Service Representative

Advantage Communications

Sep 2021 - Dec 2021 (3 months)

Activated new services or devices and explained billing, data plans, and promotions. Troubleshot technical issues with phones or network connectivity and escalated complex issues to technical teams.

Technical Support Billing Inquiries Account Management Troubleshooting Network Connectivity Product Knowledge Communication Problem Solving Customer Education

Customer Service Agent

Ibex Global Solutions

Responded to inquiries via phone, chat, or email about orders, returns, and account issues. Processed refunds, exchanges, and replacements, troubleshooting delivery problems or product concerns.

Customer Service Chat Support Email Support Order Management Returns Refunds Troubleshooting Documentation Product Knowledge Customer Relations

Engagement Specialist

Startek Inc.

Apr 2018 - Sep 2021 (3 years 5 months)

Processed bookings, cancellations, and modifications for customer orders, ensuring accuracy. Responded to customer inquiries via email and phone, handling refunds, exchanges, and price adjustments with attention to detail.

Order Processing Customer Service Email Communication Phone Support Refunds Exchanges Troubleshooting Data Entry Customer Inquiries Problem Solving Exchange

Education

Degrees, certifications, and relevant coursework

Portmore Community College

Associate Degree, Hospitality Management

2021 - 2025

Grade: 3

Activities and societies: Circle K club

Completed an Associate Degree in Hospitality Management, awaiting certification. The program focused on developing essential skills for the hospitality industry.

Ferncourt High School

Caribbean Secondary Education Certificate (CSEC), General Studies

Achieved Grade 1 in Human & Social Biology; Grade 2 in Mathematics, English A, Principles of Business, Food & Nutrition, and Social Studies; and Grade 3 in Principles of Accounts, Information Technology, Office Administration, and Electronic Document and Preparation Management.