Bertrand Prosper MBA, BA, AAS

Experience

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  Clear Harbor

  May 2012 - Jan 2022

  Deliver training (New Hire, Operational, Procedural, Product, Process, and Reinforcement) and ensure knowledge transfer in order to help Associates achieve their KPIs.Act as Manager for New Hire class; ensuring adherence to all Human Resources policies, processes, & procedures; and measuring the application of skills taught in training to the production environment.Develop training curriculum and review and adapt Client training programs to meet the requirements and core competencies of Clear Harbor and Client programs.Deliver customer service, language and sales training programs to support company's business strategies by assessing needs, designing curriculum, and measuring results.Develop and administer periodic assessment tools to measure individual and class proficiency.Assess impact of improvement initiatives on office personnel and assist in the design, development, and delivery of appropriate interventions. Show less Coach on a consistent basis utilizing all the necessary reports and maintain accurately and timely documentation Lead and supervise a team of customer-oriented associates to achieve defined performance goals and to continually improve quality standards.Effectively communicate, training opportunities, broken processes and counterproductive trends to Manager and or Site Leadership on a consistent basis.Ensure and own the correct rollouts and deployment of new policies, processes and internal programs to each Associate. Show less Monitor performance of new trainees and assigned Associates, following client guidelines, to assess quality of services being provided, and ability to meet or exceed client goals and objectives; provide immediate, constructive counseling and coaching.Observe where staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to supervisor any situation outside the employee's control that could adversely impact the quality of service provided to customersCoach and provide feedback to Associates utilizing guidelines and quality application, established training plans, appropriate combinations of formal, informal, one-on-one, and on-the job training as appropriate; may assist with additional training for existing staff based on new enhancements, services.Prepare, and update reports in a timely and accurate manner; conduct research and compile data for report preparation, resolving any discrepancies with data. Also prepare customized reports on a variety of performance assessment issue. Establishing a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service and sales being provided. Show less Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touch point, and make them promoters of products and servicesBuild a positive work relationship with customers to enhance the image and public perception of a company. Present, promote and sell products/services using solid arguments to existing and prospective customers. Sells additional services by recognizing opportunities to up-sell accounts; explaining new features. Show less

  • Training Specialist

    Jul 2017 - Jan 2022

  • Customer Service Supervisor

    Aug 2016 - Jul 2017

  • Quality Assurance Specialist/Coach

    Dec 2012 - Aug 2016

  • Customer Service Representative

    May 2012 - Dec 2012
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  Jab Army

  Mar 2016 - now

  Brand Ambassador
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  Island Wheels

  Mar 2021 - now

  Social Media Manager

  Using social media marketing tools to create and maintain the company’s brandWorking with marketing professionals to develop social media marketing campaignsInteracting with customers and other stakeholders via the company’s social media accountsAnalyzing the company’s digital marketing plan and social media strategy and identifying strategic weaknesses and making recommendations for improvements

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  True Blue Bay Boutique Resort, Grenada

  Jun 2021 - Feb 2022

  Server
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  Sherwin-Williams

  Feb 2022 - now

  • Assistant Store Manager

    Sept 2023 - now

  • Sales - Trainee Assistant Manager

    Feb 2022 - Sept 2023