Open To Work
Titsan Palmer
Liberty Caribbean: Flow Jamaica
Hartford,Connecticut
17
years of professional experience
Dynamic and highly creative professional passionate about merging innovative ideas with strategic business objectives. Expertise in customer service, retail operation, people management, concept development, campaign execution, and brand storytelling drives the ability to deliver impactful results. Committed to contributing to a forward-thinking organization where creativity and strategy collaborate seamlessly to achieve measurable success while fostering an environment that encourages collaboration and inspires transformative solutions.
Work History
Retail Store Manager
15 Years 2 Months- Recruitment and Training - Identifying and sourcing qualified candidates. Integrate new employees into the Retail culture and provide necessary training to reach full potential.
- Delivering on KPIs – Coordinate sales initiatives/delegate targets. Track sales figures and meet financial and sales goals.
- Set clear goals, provided regular feedback, and evaluated employee performance to enhance team effectiveness.
- Recruitment and Training - Identifying and sourcing qualified candidates. Integrate new employees into the Retail culture and provide necessary training to reach full potential.
- Employee Development - Identifying individual strengths and development needs, offering opportunities for growth and career advancement.
- Motivation and Engagement - Creating a positive work environment, recognizing achievements, and fostering employee morale.
- Managed daily operations across stock, finance, customer service, and maintenance to ensure efficiency. – Oversee all aspects of daily operation – (Stock, Finance, Customers and Maintenance).
- Team Building/Communication - Fostering collaboration and teamwork among team members. Maintain open and transparent
- Monitored employee workload and addressed concerns related to stress and burnout.
Door to Door- Internet sales Agent
9 Months- Executed field operations in telecommunications to ensure optimal service delivery.
- Cultivated robust client relationships through timely resolution of needs and concerns.
- Resolved customer inquiries promptly, ensuring a high level of satisfaction and retention rates.
- Responded to customer requests for products, services, and company information.
- Cultivated comprehensive product knowledge to deliver tailored recommendations.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Drove sales growth through strategic upselling of products and services tailored to individual customer needs.
Call Centre -Sales and Retention agent
4 Months- Executed cricket communications win-back campaign to re-engage lapsed customers.
- Evaluated customer feedback data to uncover trends and propose strategic enhancements.
- Established follow-up procedures for high-value clients to enhance ongoing engagement.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Cultivated strong customer relationships through active listening and responsiveness to needs.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
- Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Provided exceptional customer service by utilizing in-depth product and service knowledge to enhance customer experiences.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Arts - Cultural and Creative industries
- Concentration: Public policies, Human resource management, psychology and the creative economy.
- Degree Awarded with [Second class Honors]
Skills
Retail operations
CRM proficiency
Customer service
Team Building
Decision-making skill
Strategic thinking
Problem solving
Time management
Strong multi-tasking
Learning agility
Dependable and reliable
Friendly and outgoing
Interests
All genres of music and performance art (Speech and drama).
Psychology – Behavioral studies.
Hobbies
Creative writing, theatre and reading
Timeline
Retail Store Manager
Liberty Caribbean: Flow Jamaica
06.2011 - 08.2026Read More
Door to Door- Internet sales Agent
Digicel Jamaica
08.2010 - 05.2011Read More
Call Centre -Sales and Retention agent
West Communications
04.2009 - 08.2009Read More
University of The West Indies
Bachelor of Arts from Cultural and Creative industries
Read More