Customer Service Expert| Patient Support Specialist | Quality Assurance Analyst

Managed high-volume customer interactions via inbound and outbound calls with strong accuracy, empathy, and response quality across multiple industries. Used Salesforce daily to log customer interactions, manage cases, and maintain accurate records in high-volume support environments.

Audited 50+ agents three times per month at IBEX Global, maintained performance dashboards, led calibration sessions with managers, trainers, and clients across US and Jamaica teams to align quality standards and close performance gaps.

Worked as Quality Analyst for a US online pharmacy (BlinkRx), ensuring agents met healthcare compliance standards in a highly regulated, patient-facing environment.

Conducted 50–60 outbound calls daily at Survey Sampling International, qualifying respondents and maximizing survey completion rates. Leveraged strong communication and rapport-building skills to encourage participation, maintain engagement, and ensure data accuracy.

Recorded survey responses verbatim with 100?curacy at Survey Sampling International, ensuring reliable, high-quality data for client reporting. Proficient in Google Workspace (Docs, Sheets, Slides, Drive, and Calendar) and Microsoft 365 for reporting, scheduling, documentation, and administrative support. Managed scheduling, correspondence, and calendar coordination across multiple roles, supporting efficient day-to-day operations, timely communication, and strong organizational performance in fast-paced environments.