Gladson John Jennings Bright

Responsibilities

• Explained survey objectives and procedures to interviewees.
• Convinced unwilling individuals by using logical, persuasive rebuttals.
• Conducted 15 to 20 Microsoft Teams phone and video surveys per day to assess participants based in remote locations.
• Elicited comments from individuals surveyed and accurately recorded comments.
• Used specified forms to compile, record and code results and data from surveys.
• Followed scripted questionnaires verbatim to collect research data.
• Reviewed collected data obtained from surveys for completeness and accuracy.
• Prepared reports of findings by illustrating data in written format and translating complex findings into graphical format using QGIS and ArcGIS.
• Adjusted scripts to better target needs and interests of specific individuals.
• Performed data entry, electronic data collection and tracing to support MTO research.
• Assisted in coordination of on-site surveys, managing schedule to stay organized.
• Developed and implemented surveying processes to achieve consistent and structured approach.

Achievements

• Flexibly worked with other teams by extending shifts to help complete their project.
• Flexible with overnight shifts since survey data needed to be collected for the night traffic for MTO.
• Maintained quality output throughout every survey.
• Trained and coached new team members to improve individual's surveying capabilities.

Responsibilities

• Responded to customer requests for products, services, and company information.
• Provided primary customer support to internal and external customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Recommended solutions to complex situations through research and critical thinking.
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Handled escalated customer for enhanced support and final resolution.
• Processed customer service orders promptly to increase customer satisfaction.
• Documented customer interactions in customer service software and assisted cross-functionally with billing, order management and technical support to deliver high-quality customer service and track customer satisfaction.
• Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.

Responsibilities

• Compiled and verified accuracy and sorting information to prepare source data for computer entry.
• Located and corrected data entry errors and reported to management.
• Completed data entry tasks with accuracy and efficiency.
• Entered numerical data into databases with speed and accuracy using 10-key pad.
• Organized, sorted, and checked input data against original documents.
• Created and maintained data entry logs to track data entry activities.
• Resolved discrepancies in data entry activities for accurate, complete jobs.
• Entered data into various computer systems accurately using Microsoft Office Suite.
• Secured and protected data from unauthorized access by complying with security protocols.
• Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
• Developed data entry policies and procedures in compliance with company standards.
• Verified accuracy of data entered into system to produce error-free reports.
• Developed and maintained databases to store customer information.
• Followed established procedures to enter and process data correctly.
• Collated and organized data entry documents into filing systems for easy access.
• Entered data into databases in alphabetic and numerical order.
• Used specialized techniques and shortcuts to improve typing speed and meet deadlines.
• Typed letters, memos and other correspondence for staff, using various software programs.
• Checked completed work for proper spelling, grammar, punctuation and format.

Achievements

• Alexa Data Services: Quality topper of month July 2018.
• Managed the team's quality being the team's Quality SPOC to maintain and exceed benchmark.
• Increased my team's quality from 57 % to 92 % within a month on Data transformation.

Responsibilities

• Prepared product performance reports by collecting data on customer feedback and reported failure rates.
• Monitored call queues, call volumes and other performance metrics to detect and rectify weaknesses in response times and measures.
• Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets.
• Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods.
• Maintained 97% customer satisfaction level for assigned tickets.
• Documented and updated support interactions in CRM customer service database for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Remained on-call for emergency tickets through night and weekend shifts.
• Provided customer support that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
• Provided technical and engineering information to third-party technical support personnel during collaborative projects.
• Complied with confidentiality regulations relating to customer privacy and security.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Performed diagnosis of software and hardware equipment failures via in-person inspection and phone-based consultation.
• Recommended replacement parts and upgrade options based on customer’s specific budgets and needs.
• Managed 12 technical service staff members, collecting work reports and monitoring correction rates.
• Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Managed high levels of call flow and responded to escalated technical support needs.
• Monitored the team in operation and quickly troubleshot errors.
• Assisted with updating technical support best practices for use by team.
• Configured hardware and granted system permissions to new employees.
• Promoted efficiency among departments with prompt resolution of system issues.
• Responded promptly to incoming sales leads and requests for technical support.
• Researched product and issue resolution tactics to address customer concerns.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Identified potential sales and cross-selling opportunities and informed supervisor.

Achievements

• Received Best performer award for two consecutive months of July and August 2016.
• Handled new team members and mentored them in technical process.