Dian Facey
Westpark,FL
Summary
Proven leader and adept communicator with a track record of enhancing customer satisfaction and loyalty at DSL Quality Cleaning Services. Skilled in customer relations and small business operations, demonstrated through the development of efficient processes and a high-performing team. Achieved significant improvements in service quality and operational efficiency, fostering strong client relationships and repeat business.
Overview
16
16
years of professional experience
Work History
Owner
DSL Quality Cleaning Services
02.2022 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Evaluated suppliers to maintain cost controls and improve operations.
Customer Service Representative/Cashier
Jamaica House Restuarant
11.2018 - 02.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
Quality Assurance /Customer Service Call Center Supervisor
Fly Jamaica Airways
11.2014 - 10.2018
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.
Business and Personal Loan Officer
Access Financial Services
11.2009 - 07.2013
- Collect data from customers, such as their assets, Salaries, debts and employment status.
- Communicate with customers to help them choose the best loan they can afford
- Oversee staff that does the paper work for loans
- Reverify information provided on application and data entry to ensure all is correct
- Provide quality and effective customer services internals and external.
- Manage portfolio areas by following up with payments
- Visit homes and business for legitimacy and estimate.
Financial Advisor
Sagicor Life Jamaica Limited
01.2008 - 10.2009
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
Education
Associate of Arts - Interior Design And Customer Services
HEART Trust NTA
Kingston, Jamaica11.2008
Bachelor of Arts - Early Childhood Education
National Youth Services
Kingston, Jamaica05.2005
High School Diploma -
Clan Carthy High School
Kingston, Jamaica11.2004
Skills
Customer Relations
Small business operations
Hospitality service expertise
Cleanliness standards
Strong Work Ethic
Food safety understanding
Quality Control
Time Management
Customer Service
Sales expertise
Classroom Management
Database Management
Timeline
Owner
DSL Quality Cleaning Services
02.2022 - Current
Customer Service Representative/Cashier
Jamaica House Restuarant
11.2018 - 02.2022
Quality Assurance /Customer Service Call Center Supervisor
Fly Jamaica Airways
11.2014 - 10.2018
Business and Personal Loan Officer
Access Financial Services
11.2009 - 07.2013
Financial Advisor
Sagicor Life Jamaica Limited
01.2008 - 10.2009
Associate of Arts - Interior Design And Customer Services
HEART Trust NTA
Bachelor of Arts - Early Childhood Education
National Youth Services
High School Diploma -
Clan Carthy High School
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