FIONA Christie
Summary
Empowering Leader with 8 years of experience in the professional industry. An accomplished delegator with leadership success combined with superior operations management. Excels in fast-paced environments with focus on customer satisfaction and high quality team performance. Focused on embracing new career opportunities whereby I can utilize my relevant experience and education, natural skills, talents, and abilities to push to the next level and work towards achieving company goals.
Overview
10
10
years of professional experience
Work History
Team Lead/ Supervisor
Sagility (Jamaica) Ltd
09.2021 - Current
- Manages and oversees a team of call center agents
- Motivates and supports agents through feedback and communication
- Measures KPI’s like quality, transactions per hour and outcome satisfied
- Assists with taking agents’ calls where assistance is required
- Improves quality of results by recommending changes
- Provides product/service information by answering questions and offering assistance
- Keep track of employee attendance, and make sure work procedures are complied with
- Assist with payroll completion and approve and update all leave requests
- Assist in onboarding new employees
- Prepares weekly, monthly and annual performance reports
- Creates targets and goals for improvement.
Call Center Agent
Sagility (Jamaica) Ltd
11.2018 - 09.2021
- Handling outgoing calls
- Provide information to customers about products and services offered
- Troubleshooting & escalating customers issues where necessary
- Documenting customer interactions according to standard procedures
- Meeting personal/team KPIs
- Identifying & Recommending potential services to Management to boost client confidence.
Office Administrator
Gorgeous Flowers Co. Ltd
02.2016 - 11.2018
- Conduct email management
- Prepare Lodgements for daily deposits
- Process Website orders and payments
- Process International Orders and payments
- Update end of quarter sales in quickbooks
- Collect payment via cash, cheque, credit & debit cards
- Advise customers of the company’s credit policies
- Process new applicants and new employees
- Maintain Sick leave records.
Invigilator
Overseas Examinations Commission
05.2015 - 06.2015
- Record present and absent candidates
- Constant surveillance of candidates in examination room
- Sign and return candidate's receipts
- Collect scripts at end of examination
- Assist supervisor to complete and prepare for each session.
Driver's License Clerk
Tax Administration Jamaica
07.2014 - 08.2014
- Evaluate information on applicants
- Assemble photographs and printed license information
- Code information on license application for entry into computer.
Education
Bachelor of Science in International Relations - International Relations
University of the West Indies, Mona
01.2015
High School Diploma -
Holy Childhood High
01.2012
Skills
- Interpersonal skills
- Data analysis
- Computer skills (Microsoft Word, Excel and PowerPoint)
- Cisco Unity & Verint applications
- Excellent organizational and planning skills
- Leadership and project management skills
- Excellent oral and written skills
- Organizational skills
- Adaptability
- Excellent time management
- Customer service
- Performance monitoring
- Quality Control
Accomplishments
- Quarterly Top Support (2021)
- Top quality performer (2018- 2021)
- Quarterly Top performer (2019- 2020)
Cocurricular Memberships
- Vessel of Worship Performing Arts Ministry (2013-2018)
- Rotaract Club (University of the West Indies) (2014-2015)
- Model United Nations Club of the West Indies (2013-2014)
- Universities and Colleges Christian Fellowship (UCCF) (2012-2015)
References
Available upon request
Hobbies and Interests
- Local and International affairs
- Charitable events
- Event planning
- Policy formulation and implementation
Timeline
Team Lead/ Supervisor
Sagility (Jamaica) Ltd
09.2021 - Current
Call Center Agent
Sagility (Jamaica) Ltd
11.2018 - 09.2021
Office Administrator
Gorgeous Flowers Co. Ltd
02.2016 - 11.2018
Invigilator
Overseas Examinations Commission
05.2015 - 06.2015
Driver's License Clerk
Tax Administration Jamaica
07.2014 - 08.2014
Bachelor of Science in International Relations - International Relations
University of the West Indies, Mona
High School Diploma -
Holy Childhood High
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