Tivy Watson
@tivywatson
Results-driven Quality Analyst focused on performance improvement and customer satisfaction.
What I'm looking for
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.
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.
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.
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.
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.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Social media
Job categories
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