Mark Anthony Joseph
Kingston,Jamaica
Summary
To obtain a challenging position in a dynamic and growing organization, this will utilize my experience and excellent Customer Service and Communication skills.
Overview
25
25
years of professional experience
Work History
Customer service/Operations Personnel
American Airlines
Kingston
11.2015 - Current
- Responsibilities include the following: Customer Satisfaction, Ticketing, reservations, checking in of customers, Departures, arrivals, baggage, parking of Jet bridge, operations which include loads of cargo weight and balance of cargo and passengers, bags, fuel and the on-time departure of the aircraft, reports and updates of all daily operations of each flight, manifests, passenger loads etc. Operational stats, escalation of customer service issues both customers ticketing and resolving customers individually requests of their issues presented at hand.
- Norman Manley International Airport
Haiti Customer Care Management Team
Digicel Haiti Limited
Haiti
09.2006 - Current
- Responsibility within the call centre to ensure all Team leaders and support managers are trained on all processes and procedures including programs which will be used on a day to day basis and the launch of the centre, these functions include the following: Management daily reports, times sheets, Development plans, Monthly reviews, Call centre statistics reports, Duty managers report, Board reports, Call centre operations reports, daily, weekly, and monthly schedules for agents.
Store Supervisor
Gladfiseeyu Duty Free Store
Kingston
11.2012 - 11.2015
- Responsibility for the entire Store for the following: Achieving Customer Satisfaction, and oversee the day to day Sales, auditing, stock, lodgments and after sales submission and developing all Sales associates to world class specification standards in up selling & sales, making sure all reports, email related functions and meetings are kept on a timely basis, all customer queries are dealt with there and then, all technical issues are resolved on all tours, discipline is maintain at all times, and the comfort to and morale level is at its best.
- Norman Manley International Airport
Jamaica Customer Care Senior Support Manager
Digicel Jamaica Limited
Kingston
09.2006 - 03.2012
- Responsibility for the entire call centre for the following: Achieving Customer Satisfaction, and oversee the supervisor and developing all to world class specification standards, making sure all reports and meetings are kept on a timely basis, all customer queries are dealt with there and then, all technical issues are resolved on all tours, discipline is maintain at all times, and the comfort to and morale level is at its best.
Team Leader
Digicel Jamaica Limited
Kingston
01.2004 - 09.2006
- Responsibility for the entire call centre for the following: Submitting Daily reports, Preparing Time sheets, Contract Renewals, Completion of Probationary Reviews, Completion of Monthly Reviews, Completion of Semi-Annual Appraisals, Completion of Agent Development Plan, Submission of Sick reports, Shift Changes, suspensions, terminations, Disciplinary Letters, Duty Management Report, .Agent One on One Coaching, Floor management,80% service level reports (which entails the overall centre),Accurate Update of Productivity and Attendance Reports
Acting Team Leader
Westcom Outbound Operations
Westmoreland
09.2003 - 01.2004
- Responsibility for overseeing the daily operations of the outbound call centre, producing weekly and monthly reports for several islands St Lucia, St Vincent, Aruba and Jamaica. I also carried out appraisals for staff, overseeing that customers’ queries are dealt with promptly and conduct necessary investigations regarding technical and general recurring problems. Continually train agents to maintain performance standards.
Senior Front Desk Personnel
Digicel Jamaica Limited
Kingston, Jamaica
07.2002 - 09.2003
- Responsible for overseeing the daily operations of the business office, conducting stock inventory and producing weekly reports. I also carry out appraisals for staff, oversee that customers’ queries are dealt with promptly and conduct any necessary investigations regarding technical and general recurring problems. Continually train agents to maintain performance standards.
Customer Care Agent
Digicel Jamaica Limited
Kingston, Jamaica
08.2001 - 06.2002
- Responsibilities included answering all incoming calls quickly, handling customer queries and contacting new and existing customers regarding updates.
Education
Certificate - Customer Service and Telecommunications
Information Technology Career Institute
Kingston, Jamaica12.1998
Certificate - Secondary Education (Biology)
Mico Teachers College
Kingston08.1997
High School Diploma - undefined
Wolmers School for Boys
Kingston, Jamaica08.1987
Skills
Management skills (Internal)
Supervisory skills
Report writing
Presentation skills
Team building
Time management
Problem solving
Communications
Multitasking
Training skills
Linux
QIK
BaBs (airline reservations) system
Word Perfect
Microsoft Office
Power Point
Business objects
Windows “98/NT/ME/2000/XP/10/11
Internet-based programs
Interests
- ASHE Performing Arts Ensemble; higher public awareness of sexually transmitted diseases in an educational programme performance call VIBES., International performances with the group in USA and Caribbean countries., Arpeggio is a dynamic singing trio major performance done at “The Wedding Show Case” at the Hilton Hotel., Soloist Performance on major shows such as: “Jazz in the Gardens”, Gospel international with Donnie McClurkin (New York), Solo artist with Sounds of Joy, Solo artiste freelance
- The Performing Arts, Swimming, Basketball, Athletics, Driving, Traveling, gym keeping fit, watching Live performances, track & field, family time.
Timeline
Customer service/Operations Personnel
American Airlines
11.2015 - Current
Store Supervisor
Gladfiseeyu Duty Free Store
11.2012 - 11.2015
Haiti Customer Care Management Team
Digicel Haiti Limited
09.2006 - Current
Jamaica Customer Care Senior Support Manager
Digicel Jamaica Limited
09.2006 - 03.2012
Team Leader
Digicel Jamaica Limited
01.2004 - 09.2006
Acting Team Leader
Westcom Outbound Operations
09.2003 - 01.2004
Senior Front Desk Personnel
Digicel Jamaica Limited
07.2002 - 09.2003
Customer Care Agent
Digicel Jamaica Limited
08.2001 - 06.2002
Certificate - Customer Service and Telecommunications
Information Technology Career Institute
Certificate - Secondary Education (Biology)
Mico Teachers College
High School Diploma - undefined
Wolmers School for Boys