CRIS
Saliesha Ramrattan
Supervisor
Oceanside,United States
Summary
Collaborative leader with dedication to partnering with teams to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Experience Supervisor
National Grid
Brooklyn, NY
01.2021 - Current
- Manage team of 100+ employees and center's performance through real-time data and reports to improve and track key metrics.
- Documenting periodic reporting on corrective action and disciplinary proceedings.
- Developed a positive work environment by creating motivational opportunities to improve engagement, empowerment, and safe to say aspects, increasing our employee survey scores by 22%
- Working collaboratively with various departments to provide cross training opportunities to boost customer satisfaction in our dynamic environment.
- Monitoring daily operation management of center to deliver customer satisfaction while achieving service level targets and goals.
- Preparing key performance indicator reports by monitoring, collecting, analyzing, summarizing data and trends to identify issues and implement resolutions.
- Business and strategic planning for service demands, workforce, and resource planning for forecasting purposes.
- Perform periodic compliance auditing of system transactions.
- Develop relationships with leadership teams and stakeholders to obtain and share information on opportunities and developments to build influence.
- Monitoring process adherence and reviewing corporate policies and initiated new processes to improve objectives.
- Mentored and coached contact center personnel by delivering quality assurance training and constructive feedback.
- Providing cross-functional support to leadership team by delegating tasks to maximize project expectations
General Clerk
National Grid
11.2020 - 01.2021
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Assisted staff with office supplies requests, verified receipts with orders and reconciled charges to facilitate supply inventory.
- Create work orders in the work management system.
- Casbuilt completed work orders in the Work Management system.
- Handle internal and external customer inquiries.
- Process check requests and various invoices.
- Payroll entry and correction in accordance with labor contracts.
- NYC DOT Permit applications.
- Monitor completion of gas work order requests alongside CMS, Engineer, Resource Planning, and Marketing departments.
Associate Representative
National Grid
Brooklyn, NY
09.2016 - 11.2020
- Engaged with customers to build rapport and loyalty.
- Completing detailed transactions using extensive research, analysis, and problem solving to resolve customer issues while promoting customer satisfaction.
- Handle emergency inquiries.
- Assisting customer inquiries from beginning to end.
- Identifying and resolving customer concerns about meter complaints, billing, collections, and service orders.
- Investigate and analyze policies and procedures alongside management team to update for customer satisfaction.
- Reconstructing and implementing new quality assurance initiatives to contact center alongside senior management.
- Support lead intake department for customer connections, gas conversions, and customer growth.
Manager
Titan Motor Group
Manhasset, NY
05.2012 - 11.2019
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Recruited and hired top performers to add talent and value to department.
- Cross-trained existing employees to maximize team agility and performance.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Supervised labor costs and departmental expenses to remain in line with budget.
- Performed statistical analyses to gather data for operational and forecast team needs.
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Manchester, NH 05.2022 - Current
Associate of Applied Science - Criminal Justice
Queensborough Community College of The City University of New York
Oakland Gardens, NY 12.2017 - 12.2019
High School Diploma -
Queens Academy High School
Flushing, NY 09.2007 - 01.2010
Skills
Strategic planning
Staff Management
Negotiation
Verbal and written communication
Key Performance Indicators
Business Development
Project Management
Operations management
Contract Management
Coaching and mentoring
Business planning
Budgeting
Employee engagement
Delegation
Critical Thinking
Effective leader
Change Management
Staff training and development
Staffing and scheduling
Quality controls
Certification
Certified Project Manager (CPM) - Management & Strategy Institute
Software
CWQ
Salesforce
Microsoft Excel
NYC Streets
Maximo
Microsoft Outlook
Timeline
Bachelor of Science - Criminal Justice
Southern New Hampshire University
05.2022 - Current
Certified Project Manager (CPM) - Management & Strategy Institute
12-2021
Experience Supervisor
National Grid
01.2021 - Current
General Clerk
National Grid
11.2020 - 01.2021
Associate of Applied Science - Criminal Justice
Queensborough Community College of The City University of New York
12.2017 - 12.2019
Associate Representative
National Grid
09.2016 - 11.2020
Manager
Titan Motor Group
05.2012 - 11.2019
High School Diploma -
Queens Academy High School
09.2007 - 01.2010