De Andre Hamilton Email & Phone Number

Kingston Parish, Jamaica

Gather customer insights from various data points and report to the business for improvements.Assist in conducting business process analysis and needs assessments in an effort to align all functions within the organization.Analyze qualitative and quantitative customer experience data on a regular basis to identify performance improvement opportunities and positive behaviours to replicate. Work cross-functionally creating alternatives and recommending solutions to meet the operational goals of the business area or to solve customer pain points.Collaborates with cross-functional teams to deliver and support end-to-end customer experience goals, programs and practices across the organization.Conduct root cause analysis to determine underlying drivers that impact customer experience across the various touchpoints and business lines.Utilize the Qualtrics Experience Management platform and other analytics tools to analyze and report on closed and open-ended feedback. Reports regularly on the customer experience findings and potential business solutions clearly outline where the improvements are required (People, Processes, Technology).

Kingston, Jamaica

Manage the operation and relationship between Jamaica and a Digital BPO team in Haiti that handles all social media and digital queries to improve NPS and customer satisfaction.Supervise the day-to-day operations and activities of Cayman, Turks and Caicos Island, and Jamaica to ensure that processes are being followed and customers are getting the best level of service. Identifies and analyses escalated problems requiring advanced expertise or discernment in order to resolve complex customer issues and ensure timely follow-up and customer satisfaction while providing guidance to direct reports.Support the building and development of an effective and high-performance team. Creating an inspiring team environment with an open communication culture while striving for brilliant customer satisfaction by each agent and the overall team using KPIs such as CSAT, FCR, and Answer Rate.Providing hands-on daily coaching in order to improve and maintain team performance and management processes such as evaluations, mentoring, and corrective actions.

Jamaica

Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.Identify and report regularly on the customer experience and findings gathered from NPS callbacks and provide potential solutions to the business clearly outlining where the improvements are required to solve customer pain points.Assist in conducting business process analysis and needs assessments in an effort to align all functions within the organization.Gather customer insights from various data points and report to the business for improvements.Conduct root cause analysis to determine the underlying drivers that impact customer experience across the various touchpoints and business lines.Utilize the Qualtrics Experience Management platform and other analytics tools to analyze and report on closed and open-ended feedback.Collaborates with cross-functional teams to deliver and support end-to-end customer experience goals, programs, and practices across the organization.

Jamaica

Plan and execute the testing of new and updated products and promotions to confirm quality conformance to specifications and quality deliverables and ensure that products meet customer expectations and demands.Create reports and document errors and issues for fixing while working closely with the development team to improve new and existing products.Create and update FAQs for new and existing products for other stakeholders of the business to use.Complete mystery shopper tasks as assigned to ensure that customer staffs are up to date with FAQS on products, services or promotions.

Analyze customers' issues, perform troubleshooting, and resolve or escalate issues to relevant teams. Meet and maintain monthly Key Performance Indicators (KPIs). Respond to customer queries and provide updates through various means of communication i.e, telephone calls, social media, emails, and LiveChat.Maintaining customer accounts, assisting with billing, upgrades, and cancellations, and initiating refunds as requested by the customer.To assure satisfaction, cultivate long-lasting connections and trust with customers through open and active dialogue.

Jamaica

Evaluate, analyze and render assistance to customers’ queries through various means of communication including voice calls, live chat and emails.

Bachelor Of Business Administration, Management Information Systems

Certificate, Customer Engagement -Bpo (Level Ll)

Certificate, Project Management, Credit

General Studies, Diploma

General Studies