Singing, dancing
Carole Simon
Quality Assurance Analyst
Summary
I am very energetic; always take ownership outgoing, quicker learner, trustworthy, take pride in my hard and team player who can bring more value to your team. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. I have been employed with KM2 Solutions for the past 22 years where I have experience in customer service,sales, quality assurance, recruiting and human resource within the company. Proven track record of transforming specific business goals related growth and efficiency improvements into the success of the company.
I am happy to say that I always go above and beyond my ability to work to tight deadlines and manage my time effectively which makes me a good fit for any role with my skills, experiences and if required training.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work History
Performance Management Analyst
KM2 Solutions
Castries
10.2003 - Current
- Validated results and performed quality assurance to assess accuracy of call center representatives.
- Develop,coach and train agents on a daily basis to improve on call and chat qualities.
- Conduct side by side and live monitoring and provide strengths and coaching opportunities for better performance which would benefit the agents,company and clients.
- Conduct weekly calibration calls with clients and management team to ensure all requirements are met.
Customer Service/Sales Representative
KM2 Solutions
Castries
12.2001 - 12.2003
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Determined customer needs and interests to customers.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Delivered superior customer service to retain existing customers and attract future customers.
- Obtained referrals with existing clients to generate new business, boosting overall sales percent rate.
- Worked with cross-functional teams to facilitate swift resolution of escalated issues.
Education
High School Diploma -
Sir Ira Simmons Secondary School
Castries, St. Lucia 09.1993 - 06.1998
Certificate - Health Aide
Sir Arthur Lewis Community College
Morne Fortune Castries 08.2012 - 12.2012
Skills
Communication Skills
Interests
Work from Home (Part-Time)
I am interest in doing any job which is requiring working from home( night and weekends)
Timeline
Certificate - Health Aide
Sir Arthur Lewis Community College
08.2012 - 12.2012
Performance Management Analyst
KM2 Solutions
10.2003 - Current
Customer Service/Sales Representative
KM2 Solutions
12.2001 - 12.2003
High School Diploma -
Sir Ira Simmons Secondary School
09.1993 - 06.1998
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