Omean Charles
Dominica
Summary
Motivated and detail-oriented Management Studies student with over 10 years of experience in customer service, virtual assistance, administrative support, and team management. Recognized for exceptional communication, policy management, and workflow optimization. Proven leadership through national-level sports involvement and professional excellence in supervisory and managerial roles.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Calls Expert
01.2025 - Current
- Conducted inbound/outbound calls to sell and promote health insurance plans
- Recorded detailed call outcomes per corporate guidelines
Virtual Assistant Business Insurance Services (Hawaii)
Agency VA
01.2025 - 05.2025
- Created workflows for efficient and accurate insurance transaction processing
- Collaborated with agents on policy renewals, cancellations, endorsements, and documentation
- Communicated with mortgage companies to confirm insurance payment statuses
Operations Floor Manager / Supervisor / Sales Associate Farmers Insurance
Clear Harbor
04.2014 - 12.2024
- Directed supervisors and agents to meet and exceed client KPIs
- Delivered training and performance coaching to optimize team success
- Led team calibrations and client meetings on performance insights
- Managed compliance through corrective meetings and schedule adherence
- Led hiring initiatives and interviews for new team members
- Maintained accurate documentation and resolved escalated client concerns
- Fostered excellence in customer service through mentoring and motivation
Education
BSc - Management Studies
University of the West Indies Open Campus
Associate Degree - Biology and Psychology
Dominica State College
10.2012
Skills
- Microsoft Office: Word, Excel, Access, PowerPoint, Publisher
- CRM & Support Systems: Green Screen, Epic Application, Scribe
- Strong interpersonal and communication skills
- Policy management and workflow creation
- Leadership, supervision, and performance coaching
- KPI monitoring and team development
- Training, onboarding, and interviewing
Awards
- Manager of the Month: 2024, 2023, 2022 Clear Harbor, - Supervisor of the Month (March 2021) Clear Harbor, - Elected Public Relations Officer Dominica Netball Association (2022), - Captain Dominica Senior National Netball Team (2022), - Best Defender Dominica District Netball League (2020), - Certificate in Public Speaking & Presentation UWI Open Campus (2019), - Mother's Queen Dominica Carnival Queen Committee (2019), - Most Outstanding Supervisor Clear Harbor Chat Team (2018)
Timeline
Customer Service Representative
Calls Expert
01.2025 - Current
Virtual Assistant Business Insurance Services (Hawaii)
Agency VA
01.2025 - 05.2025
Operations Floor Manager / Supervisor / Sales Associate Farmers Insurance
Clear Harbor
04.2014 - 12.2024
Associate Degree - Biology and Psychology
Dominica State College
BSc - Management Studies
University of the West Indies Open Campus
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