Hugh Walcott
Customer Service
East Coast Demerara,Melanie
Summary
Dynamic Service Desk Analyst with a proven track record at Qualfon, excelling in technical support and incident management. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills. Adept at multitasking and collaborating with IT teams to resolve complex issues, ensuring minimal downtime and improved user experience.
Overview
2026
2026
years of professional experience
Work History
Service Desk Analyst
Qualfon
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Customer Service Representative
Teleperformance
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Enet
02.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
No Degree - Occupational Health And Safety
University of Guyana
GeorgetownHigh School Diploma -
Hope Secondary
06.2011
Skills
Technical support
Remote technical support
Escalation management
System administration
Incident management
Network troubleshooting
Remote support
Documentation
Problem-solving
Technical troubleshooting
Teamwork and collaboration
Problem-solving abilities
Multitasking Abilities
Customer service
Help desk support
Interpersonal communication
Online chat support
Effective communication
Active listening
Self motivation
Incoming call management
Team collaboration
Multitasking
Time management
Interpersonal skills
Troubleshooting network issues
Customer communication and empathy
Adaptability and flexibility
Timeline
Customer Service Representative
Enet
02.2022 - Current
Service Desk Analyst
Qualfon
Customer Service Representative
Teleperformance
No Degree - Occupational Health And Safety
University of Guyana
High School Diploma -
Hope Secondary