Experience

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  E-services group international

  May 2006 - Aug 2009

  Quality assurance analyst

  • Maintained knowledge of regulatory requirements, to include accrediting bodies, federal, state and local requirements, as well as Delta Airline policies.• Worked flexible hours; night, weekend, and holiday shifts.• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.• Used critical thinking to break down problems, evaluate solutions and make decisions.• Carried out day-day-day duties accurately and efficiently.• Responsible for 3 Teams per month consist of approximately of 15 agents each.• Providing feedback to Supervisors & Managers via, email, video conference and direct contact.• Sending monthly reports to ensure, agents are adhering to guidelines• Having one on one coaching sessions with specific agents to highlight areas of opportunities and discuss recommended solutions.• Conducting calibration with Clients• Monitoring calls and giving feedbacks Show less

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  Vistaprint corporate

  Aug 2010 - Dec 2012

  Senior customer care representative

  • Documented and detailed calls and complaints using call center's CRM database.• Resolved customer complaints and addressed emergency requests and needs.• Conferred with customers about concerns with products or services to resolve problems and drive sales.• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.• Answered up to 65 incoming calls in busy, fast-paced global call center.• Entered customer interaction details in CRM to track requests, document problems and record solutions offered.• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Drove sales by educating customers about products and services.• Helped average of 45 customers every day by approaching conversations with positive attitude and focus on customer satisfaction. Show less

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  Cellairis

  Jun 2014 - Jul 2015

  Assistant retail manager

  • Trained and managed associates in customer service and sales techniques.• Managed scheduling for store shifts to accomplish proper staffing at all times.• Developed innovative and creative merchandise displays to drive point-of-sale purchases.• Resolved customer service issues promptly.• Performed nightly store and team performance audits.• Mentored 4 member sales team in applying effective sales techniques and delivering top-notch customer service.• Submitted orders for new inventory.• Kept orderly and accurate accounting records by monitoring sales documentation. Show less

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  Hi lo foods (a subsidiary of grace kennedy)

  Dec 2015 - Dec 2016

  Senior customer service representative ( supervisor)

  • Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.• Scheduled workers and delegated assignments to effectively meet expected customer and business demands.• Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.• Trained and oriented associates to maximize team performance.• Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.• Monitored cashiers' work and balanced registers to maintain strong financial controls.• Educated staff on strategies for handling difficult customers and challenging situations.• Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.• Assisted customers by answering questions and fulfilling requests.• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.• Returned change and currency and processed debit and credit card payments with 100% accuracy rate.• Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.• Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals. Show less

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  H.o.f decor / reggae tech ltd

  Jun 2017 - Jan 2018

  Event concierge

  • Conducted initial consultation with clients to discuss wedding details, venue options and other logistics to understand vision and budget.• Negotiated prices with suppliers, inspected venues and selected vendors to meet couple expectations.• Created and designed tailor-made wedding plans to maximize client budget, keep client happy and cultivate referrals.• Fulfilled contractual obligations, including communications, vendor coordination, schedule creation, budget administration and rehearsal and day of event coordination.• Supervised onsite team of 25, including caterers, audio-visual technicians, and facility management team.• Attended bridal industry events to promote services and build relationships with prospective vendors.• Prepared incoming flower stocks for inclusion in arrangements, bouquets and Hotel property.• Prepared various floral arrangements, including potted plants and bouquets based on customer requirements.• Directed pace of wedding and reception through multitasking and liaising with vendors to carry out event as planned with little or no deviations. Show less

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  National pen jamaica

  Jun 2018 - Dec 2019

  Operation supervisor

  • Monitored daily and weekly key performance indicators to maintain on-track status.• Lead associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.• Motivated and trained employees to maximize team productivity.• Created and implemented strategies for improving operational efficiency and accuracy.• Scheduled employees shifts, taking into account customer traffic and employee strengths.• Promoted positive customer experience through day-to-day supervision and management of Inbound and Web representatives.• Trained and guided team members to maintain high productivity and performance metrics.• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.• Developed quality employees within call center to take over leadership positions.• Conducted performance reviews for all Inbound Representatives to reduce resolution times and improve customer satisfaction ratings.• Determined quality assurance benchmarks and set standards for improvement.• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies. Show less

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  The salvation army

  Mar 2020 - now

  Frontline casual worker

  • Conduct telephone screenings, Intakes, and Discharge planning • Referrals, HTI System, and Case note documentation• Perform group and individual orientation• Support and assist clients with daily needs (bus tickets, meals, personal needs items)• Assisting clients with the online Ontario Works Application• Provide advocacy to all clients for community and shelter resources• Answer incoming inquiries and directed them as needed• Complete facility and room checks

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  Service and housing in the province

  May 2022 - Jan 2024

  • Actively listen to clients' requests, confirming full understanding before addressing concerns.• Explained eligibility requirements, and applicants' legal rights during intake assessment.• Provide clients with support and services regarding locating and securing stable housing and assist with rent supplement applications.• Provide counselling support to promote positive health and independence in the community• Promoted community integration by providing extensive physical, emotional, and social support.• Performs other duties as assigned by the Manager or designate• Monitored clients' overall health and well-being and noted significant changes. Show less • Providing support to individuals and families experiencing homelessness.• Interview clients, assessing their situations, capabilities, and problems to determine what services are required to house clients.• Create Individualized Housing Plans, by using log- term and short-term housing plan’s goal plans to ensure that I am properly assisting clients while directing their attention to prioritize their housing plan• Building client rapport while using motivational interviewing and opportunities to engage in housing-focused conversations.• Work from a housing first principle while approaching clients in their day-to-day activities.• Assisting clients with online Ontario Works Applications and subsidy housing applications.• Ensure to provide proper documentation while using the client management system Show less

  • Relief Housing Worker

    Nov 2021 - Jan 2024

  • Community Shelter Worker

    May 2022 - May 2023
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  Region of peel

  Jun 2023 - now

  Housing support worker