Moneifa C
Customer Service Trainer
Philadelphia,PA
Summary
Resourceful Supervisor trained in resolution of critical issues within a time-sensitive environment with a successful track record of building and maintaining talented teams. Highly organized, energetic and a versatile leader committed to continuous improvements.
Overview
10
10
years of professional experience
Work History
Customer Service Lead Trainer
Alorica
Kingston, Jamaica
01.2019 - 09.2021
- Demonstrated strong organizational and time management skills while managing large groups.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Coached staff members to develop long-term career goals.
- Coordinated employee schedules according to shift changes and availability.
- Worked closely with human resources to support employee management and organizational planning.
Subject Matter Expert
Alorica
Kingston, Jamaica
02.2018 - 01.2019
- Monitored employee productivity to provide constructive feedback and coaching.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Responded to escalated customer concerns or complaints to solve issues.
- Implemented strategies to take advantage of new opportunities.
Merchandising Team Lead (contract)
Hardware & Lumber Ltd.
, Jamaica
01.2017 - 12.2017
- Collaborated with company managers regarding product pricing, promotions and markdowns.
- Reviewed customer feedback to brainstorm new merchandise ideas and improve existing strategies.
- Traveled to various locations, leading various teams.
- Evaluated employees performance and worked on areas of opportunities.
E-care Consultant
Sutherland Global Service
Kingston, Jamaica
01.2014 - 12.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Receptionist/Admin Assistant
Amadeo Medical Group
Spanish Town, Jamaica
07.2011 - 12.2013
- Provided secretarial and office management support while building cooperative working relationships.
- Scheduled appointments, meetings and events for patients and management staff.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
Education
Associate Degree, Diploma - Business Management
St. Jago High Schl
St. Catherine, Jamaica07.2011
B.Sc. - Human Resource Management (pending)
University of The West Indies
Kingston, JamaicaSkills
- Content Management
- Training & Development
- Supervision & Leadership
- Relationship Building
- Conflict Resolution
- Customer Service
- Good Work Ethic
- Active Listening
- Critical Thinking
- Microsoft Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Remember, reflect and carry-on.
“If I'm persistent, I will achieve it. If I'm consistent, I will keep that which has been achieved."
Timeline
Customer Service Lead Trainer
Alorica
01.2019 - 09.2021
Subject Matter Expert
Alorica
02.2018 - 01.2019
Merchandising Team Lead (contract)
Hardware & Lumber Ltd.
01.2017 - 12.2017
E-care Consultant
Sutherland Global Service
01.2014 - 12.2016
Receptionist/Admin Assistant
Amadeo Medical Group
07.2011 - 12.2013
Associate Degree, Diploma - Business Management
St. Jago High Schl
B.Sc. - Human Resource Management (pending)
University of The West Indies