Carly Dowda-Hood
Kaneohe,HI
Overview
26
26
years of professional experience
Work History
Advanced Services Customer Trainer
Hawaiian Telcom
Honolulu, HI
09.2022 - Current
- CISCO Unified Call Manager - Programming various CISCO phone models in the call manager for the DOE Public Schools across the state and various city county offices
- Create detailed training guides for both internal and external customers
- Conducted on-site and virtual training sessions for external customers on a variety of products, including CISCO IP Phones, WebEx, NEC Phones, and InformaCast Software
- Coordinate and organize multiple training meetings and installs with many different points of contacts to ensure overall customer satisfaction.
UCC Supervisor
Hawaiian Telcom
Honolulu, HI
08.2021 - 09.2022
- Responsible for driving performance and meeting Team level KPI’s
- Reporting on team performance (weekly, monthly, ETC…)
- Team oversight/support: Deliver coaching/feedback from calls monitored from myself and Quality/Training team
- Employee performance/feedback tracking
- Questions/process clarification
- Evaluating agents calls
- Monitoring and remediation of employee adherence, production, and all KPI’s.
Senior Account Manager/Sales & Customer Service
Finance Insurance
Honolulu, HI
08.2020 - 08.2021
- Manage both House leads and agent's book of business to determine risk, determine viable insurance market options, prepare quotations, and present proposals to prospects
- Analyze both House book of business and agent’s book of business to identify coverage shortfalls
- Prepare quotation on recommendations, discuss options with policyholders and endorse policies accordingly
- Analyze House book of business to determine if policies should be remarketed from the non-admitted carriers to admitted carriers
- Prepare quotations, discuss option(s) with policyholders and rewrite policies upon renewal
- Analyze House book of business and review risks with policyholders, while identifying other product opportunities through conversation
- Prepare and present quotation(s) for additional lines of business and place business for new lines for insured
- Develop strong working relationships with insurance company underwriting departments to enhance communication and understanding of accounts
- Manage service request of House book of business, which includes but is not limited to, endorsing policies, issuing proof of insurance, vehicle identification cards, reporting claims, collecting premium payments, requesting to reinstate policies, rewrite policies, etc.
Guest Service Supervisor and Trainer
Atlantis Submarine
Hilton Hawaiian Village, Majestic Pier
11.2018 - 08.2020
- Supervises and provides staff with the necessary sales and customer service tools to ensure a positive experience for guests
- Supervising Guest Service Agents at the beach ticket office at the Hilton Hawaiian Village, Majestic Pier 6 location, and our call center at the Pan America building, including guest interaction and satisfaction, inbound and outbound transportation, check-in process, proper collection of payment and/or vouchers, balancing of cash and other necessary guest transactions, informational briefings and on-site guest relations
- Supervising Guest Service Agents with their suggestive selling of products to maximize sales per guest which include submarine tours, Majestic cruises and whale watch (seasonal)
- Role playing along with feedback and coaching are provided on-site to ensure guest satisfaction while meeting sales goals
- Provides staff with a positive leadership while maintaining daily works schedules, and ensure quality standards are met by staff and that customer/guest inquiries, concerns, and needs are handled in a positive and friendly manner
- Create and maintain training manual to maximize efficiency and productivity of current and new staff
- Assists in training current and new staff, as well as perform quality audits and updated training material to define standard operating procedures and customer selling interaction
- Counsel and develop staff and assist in the performance review process
- Ensure that all operations and activities from the time the guest is picked up to the time the guest is returned is carried out according to company procedures and standards
- Monitors, follows-up and reroutes pick-ups and drop-offs due to road closures from parades/events and construction
- Manages groups, charter, and cruise ship bookings, including working closely with Submarine and Majestic General Managers to ensure special requests are accommodated (such as transportation, menu, entertainment, pricing)
- Maintain a safe and healthy environment for guests and staff and ensures work areas are clean and attractive while creating appropriate kiosk displays as necessary to create a friendly and pleasant atmosphere for guests.
Sales Supervisor
GEICO Corporate Office
Honolulu, HI
01.2003 - 10.2018
- I provided daily call monitor analysis, consulting, and coaching to each agent to maintain/improve overall customer satisfaction, as well as the agents own quality and closure results
- I have led process improvement initiatives to maintain or enhance engagement and outcomes, while maximizing results for both the agent and our customers
- I work with team leaders to develop plans and priorities that address and resolve operational challenges
- I then manage the results of those plans once they are out into action
- I enjoy collaborating with team leaders to optimize operational processes and identify improvement opportunities to improve customer satisfaction, as well as internal quality results and sales closure
- I have participated in multiple event marketing and community events to help build strategic relationships and increase brand awareness and visibility to help generate and new business customers
- I have experience with directly communicating program status to Regional and National senior executives
- I managed, conduct and facilitate training, and have developed innovative training materials, while following up to ensure the intended goals were met
- If not, I would propose new ideas to improve the process
- I facilitated individual and group training experiences as they relate to the corporate training needs of the organization (onboarding, performance management, safety, compliance, leadership development, and general employee development programs)
- Ensured all employment policies and procedures were adhered to and escalate employee relations issues to HR as necessary
- Worked with HR on all recruiting activities such as scheduling and conducting interviews, reference checks, job fairs, extending offers, and new hire paperwork.
Sales Manager
Crazy Shirts
Hilton Hawaiian Village
11.1998 - 01.2003
- My goal was to provide excellent customer service in the hospitality sector that the guests were accustomed too and deserved, in the hopes to make their stay a memorable one and bring repeat customers back to our stores
- I also managed store sales quotas and made sure our daily and monthly goals of average sale per customer, units per customer and overall sales number were met
- I set the schedules for our staff using the hotel occupancy report as my tool for adequate shift coverage
- I also managed and trained new sales representatives to develop their client service skills and product knowledge to aid in meeting our store goals and attaining customer satisfaction
- I also managed merchandising, inventory based on what sold best, and window displays to attract customers in our store.
Education
BA in Communications -
University of Hawaii
01.2002
Skills
- CISCO Unified Call Manager
- Programming various CISCO phone models
- Creating detailed training guides
- Conducting on-site and virtual training sessions
- Coordinating and organizing multiple training meetings and installs
- UCC Supervisor
- Driving performance and meeting team level KPIs
- Reporting on team performance
- Delivering coaching/feedback
- Employee performance/feedback tracking
- Evaluating agents calls
- Monitoring and remediation of employee adherence, production, and all KPIs
- Senior Account Manager/Sales & Customer Service
- Managing both House leads and agent's book of business
- Analyzing coverage shortfalls
- Preparing quotations and presenting proposals
- Developing strong working relationships with insurance company underwriting departments
- Managing service requests of House book of business
- Guest Service Supervisor and Trainer
- Supervising and providing staff with sales and customer service tools
- Supervising Guest Service Agents
- Suggestive selling of products
- Providing positive leadership and maintaining daily work schedules
- Creating and maintaining training manual
- Assisting in training current and new staff
- Counseling and developing staff
- Managing groups, charter, and cruise ship bookings
- Maintaining a safe and healthy environment for guests and staff
- Sales Supervisor
- Transition Team Customer Service Supervisor
- Department Trainer
- Quality Assurance Analyst for Sales, Service, Claims Agents
- Service Agent
- Providing daily call monitor analysis, consulting, and coaching
- Leading process improvement initiatives
- Collaborating with team leaders to optimize operational processes
- Participating in event marketing and community events
- Communicating program status to senior executives
- Managing, conducting, and facilitating training
- Ensuring employment policies and procedures are adhered to
- Working with HR on recruiting activities
- Sales Manager
- Providing excellent customer service
- Managing store sales quotas
- Setting schedules for staff
- Managing and training new sales representatives
- Managing merchandising and inventory
- Window display management
- Materials Preparation
- Online Instruction
- Training initiatives
- Computer technology
- Planning and coordination
- Proficient in CISCO Unified Call Manager
- Subject matter expertise
- Curriculum Creation
- Training Needs Analysis
- Interpersonal Communication
- Presentations and demonstrations
- New Hire Training
- Materials Organization
- Group and individual instruction
- Creative Problem-Solving
Timeline
Advanced Services Customer Trainer
Hawaiian Telcom
09.2022 - Current
UCC Supervisor
Hawaiian Telcom
08.2021 - 09.2022
Senior Account Manager/Sales & Customer Service
Finance Insurance
08.2020 - 08.2021
Guest Service Supervisor and Trainer
Atlantis Submarine
11.2018 - 08.2020
Sales Supervisor
GEICO Corporate Office
01.2003 - 10.2018
Sales Manager
Crazy Shirts
11.1998 - 01.2003
BA in Communications -
University of Hawaii
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