Tracy Patricia Ferron
Belize City,Belize
Summary
Seasoned Quality Analyst and Team Lead at Acquity BPO, adept in enhancing team performance and ensuring compliance with company standards. Excelled in roles requiring meticulous attention to detail and strong problem-solving skills. Proficient in Microsoft Office suite and equipped with exceptional communication abilities, I significantly contributed to improving operational efficiency and customer satisfaction.
Overview
22
22
years of professional experience
Work History
Quality Analyst / Team Lead
Acquity BPO
Belize City, Belize
01.2024 - Current
- Evaluated calls and provided feedback to agents to ensure adherence to company policies.
- Manage team and guide agents to their highest potential to ensure they are following guidelines for the success of the company
Sales Agent / Operations Manager
Cayetalkers Ltd.
Belize City, Belize
01.2018 - 01.2024
- I called customer to help them fix their credit for them to get into their mortgage
- I would provide agents with tasking for the day as well as live monitor agents to ensure they were following procedures
Sales Agent / Quality Analyst
Transparent BPO
Belize City, Belize
01.2017 - 01.2018
- Assisted customers in improving their credit scores to qualify for mortgages.
Position: Operations Manager - Assigned daily tasks to agents and monitored performance to ensure compliance with procedures.
Telephone Operator
Ready Call Center
Belize City, Belize
01.2005 - 01.2007
- Attend To customers queries
- Assist Customers with Phone Problems
- Report & Log all Customers Complaints for the day
Cashier
James Brodies & co. Ltd.
Belize City, Belize
01.2003 - 01.2005
- Worked as a Cashier
- Handled transactions and operated the cash register.
- Developed customer service skills for effective interactions.
- Conducted cash balancing at the end of each shift.
Education
Diploma - Business Studies
Anglican Cathedral College
Belize City, Belize06-2003
Skills
- Typing
- Computer literate
- WordPerfect 51
- Windows 95
- Windows 98
- Windows NT
- Windows 2000
- Microsoft Word
- Microsoft Excel
- Microsoft Access
- Microsoft PowerPoint
- WordPerfect 60
- SPSS
- Internet Explorer
- Netscape Communicator
- Photocopier
- Fax machine
- Shredder
- Photo Scanner
References
- Mrs Natasha Carrillo, Teacher, St. Martins De Porres School, 613-3874
- Miss Taisha Jorgensen, Team Lead / Supervisor, Customer HD, 611-1508
Timeline
Quality Analyst / Team Lead
Acquity BPO
01.2024 - Current
Sales Agent / Operations Manager
Cayetalkers Ltd.
01.2018 - 01.2024
Sales Agent / Quality Analyst
Transparent BPO
01.2017 - 01.2018
Telephone Operator
Ready Call Center
01.2005 - 01.2007
Cashier
James Brodies & co. Ltd.
01.2003 - 01.2005
Diploma - Business Studies
Anglican Cathedral College
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