Gaylene Forbes
Orlando,FL
Summary
Dynamic professional with a strong foundation in customer service, contract negotiation, and process improvement. Proven ability to enhance client relationships and drive operational efficiency. Results-driven manager with over six years of experience in customer support and HRIS. Expert in relationship building, clear communication, and goal-oriented strategies, consistently achieving high customer satisfaction and operational benchmarks. Motivated professional skilled in customer service and technical support. Known for identifying process improvements and delivering exceptional service, contributing to enhanced customer experiences and business growth.
Overview
17
17
years of professional experience
Work History
Support Center Agent to Manager – HRIS/Management Information Systems
ATLANTIS PARADISE ISLAND
NP-BAHAMAS
07.2011 - 08.2017
- Call center operation, incoming phone calls from global to internal customers in a fast-paced environment.
- Data entry, receive and submit, transport and interpreter calls.
- Direct calls to appropriate personnel; follow up with the appropriate personnel as needed.
- Maintain high quality and quantity of work and maintain departmental statistical benchmarks.
- Technical Support -8000+ employees.
- Operate digital image and process name tags.
- Use software (CISCO, ZENDESK, HOTSOUCE) to document and record calls.
- Provide best results and support necessary to assist in dictation and processing of information.
- Verify insurance and billing issues.
- Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Organized and participated in networking events to expand professional contacts.
- Responded to client inquiries and resolved issues promptly.
- Led training sessions for junior agents to enhance team capabilities.
- Developed and maintained strong relationships with clients and stakeholders.
- Reported regularly to senior management on client activity and business development progress.
- Analyzed performance data to identify areas for improvement and growth.
- Conducted due diligence on behalf of clients for various transactions.
- Facilitated communication between parties to ensure mutual understanding and agreement.
- Negotiated contracts and terms, securing favorable outcomes for clients.
Document Imaging Support Assistant /Laise Assistant
CITITRUST BAHAMAS LIMITED
NP-BAHAMAS
01.2001 - 02.2011
- Generate referral authorization codes for Trust Officers.
- Assist with creating CitiTrust online Banking, Zurich Switzerland.
- Schedule appointments for new, data information and analytics.
- Request and respond to requests for records; scan and process reports.
- Photocopy records and documents for billing and legal services.
- Order and keep inventory of data imaging supplies.
- Coordinated multiple resources to complete projects on time and within budget.
- Resolved technical issues identifying solutions and providing technical support by phone, email, and desktop sharing.
- Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
- Installed, updated and upgraded software and hardware to maximize uptime.
- Configured computers, peripherals and accounts, setting security level.
- Managed communications and correspondence during professional's absences to maintain workflows.
- Sorted and distributed mail to specified recipient and sent outgoing mail on behalf of business.
- Drafted business correspondence to produce professional documents.
- Communicated technical processes in clear language to keep non-technical personnel informed and updated.
- Created and maintained filing system for accurate records management.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
- Authored technical procedure flowcharts to improve prioritization of project tasks.
Education
Associate of Applied Science - Trust Law And Administration
Bahamas Institute Of Bankers
Nassau, Bahamas09-2022
Associate of Applied Science - Hospitality
University of Atlantis
Nassau, The Bahamas06-2017
Associate of Applied Science - Series Seven
Bahamas Institute Of Commerce
Nassau, Bahamas12-2015
Associate of Arts - Film And Video Production
New York Film Academy
New York, NY08-2007
Bachelor of Arts - Human Resources
University Of The Bahamas
Nassau, Bahamas12-2001
Bachelor of Arts - Human Resources Management
University Of The Bahamas
Nassau, Bahamas06-1999
Associate of Arts - Commerce
Industrial Training Center
Nassau, Bahamas08-1991
Skills
- Lead prospecting
- Marketing management
- Critical thinking
- Customer service and care
- Personnel recruitment
- Sales strategy development
- Industry expertise
- Contract negotiation expertise
- Event promotion
- Human resources coordination
- Union official negotiation
- Recordkeeping proficiency
- Business development
- Goal-oriented mindset
- Legal advisory
- Clear communication
- Business correspondence
- Appearance scheduling
- Call management
- Information documentation
- Special events organization
- Service support
- Ensuring customer satisfaction
- Customer complaint resolution
- Schedule management
- Travel arrangements
- Conflict resolution
- Customer service
- Problem-solving skills
- Public speaking
- Report generation
- Meeting coordination
- Persuasive speaking
- Professional networking
- Organizational skills
- Client interviews
- Follow-up calling
- Documenting information
- Relationship building
Accomplishments
- Junior Achievement
- Commonwealth Writers
- National Youth Award
- Elocution Award
Affiliations
- Film and Content Creation
Timeline
Support Center Agent to Manager – HRIS/Management Information Systems
ATLANTIS PARADISE ISLAND
07.2011 - 08.2017
Document Imaging Support Assistant /Laise Assistant
CITITRUST BAHAMAS LIMITED
01.2001 - 02.2011
Associate of Applied Science - Trust Law And Administration
Bahamas Institute Of Bankers
Associate of Applied Science - Hospitality
University of Atlantis
Associate of Applied Science - Series Seven
Bahamas Institute Of Commerce
Associate of Arts - Film And Video Production
New York Film Academy
Bachelor of Arts - Human Resources
University Of The Bahamas
Bachelor of Arts - Human Resources Management
University Of The Bahamas
Associate of Arts - Commerce
Industrial Training Center