Kenley Lineker Jean
Lake Worth,FL
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Experienced Customer Service Representative fluent in English French and language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Freelance Transcriber
Woflow
02.2024 - Current
- Ensured timely delivery of transcriptions by efficiently managing multiple menus simultaneously.
- Upheld professionalism through clear communication with clients regarding project progress updates or any challenges encountered during the menus transcription.
- Stayed organized and kept detailed records to accurately track progress and client information.
- Increased client satisfaction, providing accurate transcriptions tailored to their specific needs.
- Consistently met strict deadlines, balancing a high volume of concurrent menus transcription.
BILINGUAL OPERATION FRENCH TEAM LEADER For WIX.com
Telus International Philippines, Inc.
07.2020 - Current
- Monitoring Team Performance; Managing KPI Scores; Coaching Team members; Organizing Team meetings to implement areas of coaching; Creating supportive files using Google Workspace tools; Doing Payroll; Interviewing for new Hires
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Cultivated strong relationships with key partners to facilitate collaborative problem-solving efforts aimed at boosting efficiency across the entire value chain.
- Developed comprehensive metrics for monitoring team performance, leading to increased accountability and success rates.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Demonstrated strong leadership abilities in high-pressure situations by maintaining a calm demeanor and making informed decisions quickly to keep projects on track.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Motivated and trained employees to maximize team productivity.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Led a high-performing team to achieve company objectives through effective communication and mentorship.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
BILINGUAL FRENCH OPERATION TEAM LEADER OIC
Telus International Philippines, Inc.
01.2020 - 07.2020
- Motivate a team of 15 employees; Assessing Performance on a monthly basis; Developing strategies to promote quality and adherence to the company's guidelines; Side-by-side coaching.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Implemented process improvements that resulted in reduced errors, faster turnaround times, and enhanced overall service levels.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Seamlessly adapted to evolving business needs, leading the team through periods of significant change while maintaining focus on key objectives.
- Managed internal operational standards and productivity targets.
- Cultivated strong relationships with key partners to facilitate collaborative problem-solving efforts aimed at boosting efficiency across the entire value chain.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Compiled training materials for new employees and tracked skill development.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Consistently met or exceeded targets through diligent oversight of daily operations coupled with strategic long-term planning efforts.
- Enhanced team performance by providing regular training, coaching, and feedback to improve skill sets.
- Increased customer satisfaction with timely issue resolution and proactive communication strategies.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed comprehensive metrics for monitoring team performance, leading to increased accountability and success rates.
FRENCH BILINGUAL CUSTOMER SERVICE REPRESENTATIVE
Telus International Philippines, Inc.
08.2019 - 01.2020
- Operates new activation and most especially highlighting the best reason why to be with the company
- Processes customer and account source documents by reviewing data for deficiencies
- Resolving customers needs and both accounts POSTPAID and PREPAID and also cooperating by inbound/outbound call, Sending Emails, Text messages, Solve the concerns of the Customers referring back to the billing issues, payment arrangement, rate plan changes, transfer of ownership, changes of account information, port in, financial review of the account
- Assist the store representatives in their limited options.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Created and maintained detailed database to develop promotional sales.
- Responded proactively and positively to rapid change.
- Assisted customers with French-language inquiries in a timely and professional manner.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Actively listened to customers, handled concerns quickly and escalated major issues to the appropriate department.
- Responded to customer calls and emails to answer questions about products and services.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Documented customer service policies, scripts and procedures in French.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and French-speaking customers.
Education
Major in Theology Studies (MATS) - Religion
Maryhill School Of Theology
Quezon City, Manila, PhilippinesBachelor in Philosophy - Humanities
Centre Salésien D’Enseignement Institut Philosophi
Tabarre, Haiti06.2015
Skills
- Medical Transcription
- Keyboard Shortcut Mastery
- Word Processing
- Research
- Service Quality Standards Evaluation
- Hiring and Onboarding
- LiveChat Messaging
- Relationship Building
- Shift Scheduling
- Employee Evaluation
- Team motivation
- Technical Support
Personal Experience
Computer and Printers Troubleshooting, Microsoft Office word, Excel, Power point, Email writer, Web and Social Medias, Good speaking skills both in English and French, Listening skills, Translator French to English and vice versa, Asian International Formation Community (AIFC), Quezon City, Philippines, April 10, 2017 - April 22, 2019, TEACHING FRENCH
Employment Status
Employed
Personal Information
- Age: 32
- Date of Birth: 06/30/91
- Nationality: HAITIAN
Certification
- Certified Menus Transcriber, Woflow - 1 week
- Classroom TESOL - [170 hrs]
- Online IApire class for Leadership, Telus International - 3 months
- Online class ITIL Training - [4days]
Traits
Enthusiastic
Analytic
Effecient
Languages
Haitian Creole
Native or Bilingual
French
Professional Working
Timeline
Freelance Transcriber
Woflow
02.2024 - Current
BILINGUAL OPERATION FRENCH TEAM LEADER For WIX.com
Telus International Philippines, Inc.
07.2020 - Current
BILINGUAL FRENCH OPERATION TEAM LEADER OIC
Telus International Philippines, Inc.
01.2020 - 07.2020
FRENCH BILINGUAL CUSTOMER SERVICE REPRESENTATIVE
Telus International Philippines, Inc.
08.2019 - 01.2020
Major in Theology Studies (MATS) - Religion
Maryhill School Of Theology
Bachelor in Philosophy - Humanities
Centre Salésien D’Enseignement Institut Philosophi
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