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Click here or scroll down to respond to this candidateCandidate's Name
Sellersville, PA Street Address
EMAIL AVAILABLE / PHONE NUMBER AVAILABLESUMMARYHighly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. SKILLSMicrosoft office suiteDetail orientedCommunicationCollaborationConflict resolutionTeam building/ TeamworkEXPERIENCETeam Manager / National Credit Adjusters - Montego Bay Jamaica 07/2020 - 04/2022 Managed a team of up to 12 collectors, handled customer complaints, negotiated payment arrangements, and resolved complex casesReported trends to domestic & international counterparts Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.Initiated training sessions and coached employees to develop effective staff. Oversaw daily workloads and workflow for smooth operations. Partnered with upper management and HR to identify effective resolutions for employee relations issues. Motivated team members to consistently achieve or exceed performance expectations. Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.Reviewed candidate resumes and scheduled and interviewed potential new hires. Supported HR staff with recruiting and retaining high-performing talent. Quality Assurance Supervisor / Nearshore Inbound Call Experts - Montego Bay Jamaicw 02/2019 - 02/2020 Oversaw the operations of the quality departmentReported, trained, coached and developed the quality team Collaborated with production to develop strategies to improve quality, identified training needs Created and modified the quality assurance scorecard. Supervised onboarding and training of new personnel to maximize capacities of quality assurance team. Enforced adherence to quality assurance procedures by reviewing subordinate's testing reports and following up on deviations.Collaborated with management to discuss effective plans for resolving major quality problems. Consulted with management and personnel to educate on QA standards. Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues. Customer Care Supervisor / Conduent - Montego Bay 11/2018 - 02/2019 MLManaged a team of up to 14 Customer Service/Sales agents Supported, motivated and empowered direct reportsPrepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.Drove customer escalations to resolution by engaging directly with clients. Trained and mentored new team members to promote productivity, accuracy and friendly customer service. Delegated work to staff, setting priorities and goals. Coached staff on strategies to enhance performance and improve customer relations. Team Manager / National Credit Adjusters - Montego Bay, Jamaica 08/2016 - 04/2018 Managing a team of up to 12 collectorsEnsuring that targets are met, supporting and motivating the team Training/developmentApplying various coaching techniques to improve performance De-escalating supervisor callsReporting to domestic & international counterparts Providing coaching and feedbackReporting/analysis of performance/trends.Customer Service Representative / Advanced Call Center Technologies - Montego Bay 07/2015 - 12/2015 Asked probing questions to determine service needs and accurately input information into electronic systems. Informed customers about billing procedures, processed payments and provided payment option setup assistance.Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.Consulted with customers to resolve service and billing issues. Made outbound calls to obtain account information. Snr. Customer Service Representative / Xerox Services - Montego Bay, Jamaica 01/2014 - 01/2015 Troubleshooted Xerox devicesPlaced service callsOrdered supplies for Xerox & non-Xerox devices, etc. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Sales Representative / Vistaprint - Montego Bay, Jamaica 01/2013 - 05/2013 Basic web designing, assistance with online navigation, graphic designing, etc. Answered product questions with up-to-date knowledge of sales and promotions. Developed key customer relationships to increase sales. Adhered to company initiatives and achieved established goals. Customer Care Supervisor / Xerox Services - Montego Bay, Jamaica 01/2011 - 11/2011 Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.Trained and mentored new team members to promote productivity, accuracy and friendly customer service. Delegated work to staff, setting priorities and goals. Managed daily operations, client relations and IT. Responded to customer inquiries and delivered appropriate information after carefully researching issues. Customer Service Representative / Xerox Services - Montego Bay, Jamaica 08/2006 - 11/2011 Placed supply orders, troubleshooted Xerox devices, booked airline reservations, assisted with online navigation, etc.Asked probing questions to determine service needs and accurately input information into electronic systems. Consulted with customers to resolve service and billing issues. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Quality Analyst / Xerox Services - Montego Bay, Jamaica 01/2009 - 01/2011 Call monitoring, grow coaching, hosting & attending calibration sessions Ensuring quality is maintained, side by side engagement Coaching and feedback, training and development, calibrating, etc. EDUCATION AND TRAININGSome College (No Degree): Supervisory Management 04/2022 The National Council on Technical & Vocational Education & Training - Montego Bay, Jamaica Caribbean Advanced Proficiency Examination (CAPE) 07/2006 Manning's School Savanna-la-mar - Westmoreland Jamaica School leaving Certificate 07/2004Manning's School Savanna-la-mar - Montego Bay, Jamaica REFERENCESAvailable upon request |
