Julia Diana Phillip
Campbell Road, Mahaut
Summary
Dynamic Quality Assurance Coach and Teacher with a proven track record at Clear Harbor Dominica Ltd. and the Ministry of Education. Specializes in team leadership and quality assurance, enhancing learning environments and agent performance through effective training and mentoring. Demonstrates a continuous improvement mindset, achieving exceptional quality in customer service and education.
Overview
10
10
years of professional experience
Work History
Quality Assurance Coach
Clear Harbor Dominica Ltd.
06.2015 - 11.2024
- Contributed to the learning and development of both tenured and new customer service agents where they were coached weekly. Side by side developmental sessions were also done with the agents who were struggling with their performance.
- Provided weekly updates to my direct supervisor on the performances of the agents that were assigned to me
- Participated in weekly calibration sessions where the agents calls were reviewed as a team. At these sessions, feedback on both kudos and areas of development were discussed.
- Took customer service calls weekly to ensure that I was up to date with the processes .
- Facilitated trainings on both customer service and any change in processing made by the client
- Worked closely with the agents supervisors and other QACs to ensure that the agents quality and customer service on each call is exceptional.
- Maintained great oral and written communication skills .
Teacher
Ministry Of Education
09.2014 - 05.2015
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
Education
Associate of Science - Biology And Physice
Dominica State College
Stockfarm, Dominica10-2013
Skills
- Team leadership
- Quality assurance expertise
- Training and mentoring
- Continuous improvement mindset
Languages
English
Native language
Timeline
Quality Assurance Coach
Clear Harbor Dominica Ltd.
06.2015 - 11.2024
Teacher
Ministry Of Education
09.2014 - 05.2015
Associate of Science - Biology And Physice
Dominica State College
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