Jason Henry

Detail-oriented and results-driven with extensive experience in quality assurance, process improvement, and team leadership. Proven ability to analyze performance, identifies gaps, and implements solutions that enhance efficiency and accuracy. Strong communicator with excellent time management and problem-solving skills.

Team Lead - Segoso Caribbean

(2026)

• Deliver high-quality customer support via phone to patient.
• Assist with agents scheduling.
• Listen calls and provide feedback for improvement.
• Live monitor agent calls and floor support.
• Monitor call queue and aux usage.

Quality Analyst (Supervisor) - RTR International

(2017 - 2026)

• Led quality analysis processes to ensure high standards of performance and compliance.
• Assist in the hiring and training process for my entire team.
• Reviewed workflows, reports, and outputs to identify errors and improvement opportunities.
• Provided feedback, coaching, and guidance to team members to improve accuracy and productivity.
• Utilized technical tools and data analysis to monitor quality metrics and trends.
• Collaborated with management to implement corrective actions and continuous improvement initiatives.
• Conduct recreational activities for team building.

Customer Service Representative - Advanced Call Center Technologies

(2016 - 2017)

• Delivered high-quality customer support via phone and digital channels.
• Resolved customer inquiries, complaints, and service issues efficiently and professionally.
• Maintained accurate records and followed company procedures and quality standards.
• Demonstrated strong communication, problem-solving, and customer-focused skills.

Muschett High School (2008 - 2013)

Pending associate Degree - Montego Bay Community College (2013 - 2015)