Summary
Overview
Work History
Education
Skills
References
Locations
Accomplishments
Timeline
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VANESSA MARTIN-TAYLOR

Panama City Beach,FL

Summary

Dynamic professional with a proven track record at Concentrix Corporation, specializing in client support and education programs. Enhanced customer satisfaction by 95% through advanced Microsoft Office skills while contributing to significant revenue growth. Skilled in team management and interdepartmental collaboration, consistently delivering exceptional results through effective leadership and time management strategies.

Overview

18
18
years of professional experience

Work History

Deli Service Clerk

Publix Super Markets Inc
Panama City Beach, FL
02.2024 - 01.2025
  • Checked orders against invoices for accuracy before accepting delivery from vendors.
  • Answered questions regarding ingredients and preparation techniques to educate customers before placing orders.
  • Documented and entered special orders for event catering and party trays.
  • Followed all health department regulations regarding food handling procedures.
  • Restocked supplies such as napkins, condiments and utensils throughout shift.
  • Greeted customers, answered inquiries and provided assistance with menu selections.
  • Assisted in unloading deliveries from vendors when needed.
  • Informed customers of deli specials to increase profits.
  • Provided excellent customer service by responding promptly to customer inquiries or complaints.

Executive Client Support Specialist

Concentrix Corporation
10.2018 - 04.2022
  • Manage and supervise Executive Partners through a six to nine-month journey of enhancing their cloud practice, through navigating Microsoft Partner websites, and benefits, and recording company growth of 10% for the month of January 2021
  • Planning and implementing new programs as directed by Senior Management, including the development of comprehensive business plans to facilitate business growth and financial forecasting which in turn reduced churn by 6% for the month of November 2020
  • Guiding and assisting sales staff and all ranks of staff with product knowledge and pricing; assisting customers with a variety of issues/discrepancies to maintain customer satisfaction of 95%
  • Partnering with senior management to set up accounts and finalize the client process to facilitate a smooth flow of business and quality assurance
  • Coordinating monthly meetings with management to analyze and report client feedback/trends to increase customer loyalty and retain clientele to increase business/revenue growth by 15% as these were joint group meetings of all project and core leaders
  • Advising revisions based on changes in plans, more effective utilization of resources, and advisable substitutes

Team Lead

Ibex Global Jamaica
12.2015 - 02.2018
  • Coached and developed a team of 18+ new agents using various coaching styles and techniques, moving from the bottom 5 of teams to being in the top 5 teams consistently for my entire tenure in the contact center maintaining the team's customer satisfaction of 96%
  • Utilized performance review, wrap sessions, and weekly call calibrations to increase First Call Resolution by 20% to reduce the centers call handle time and ACH by 5%, resulting in the team being in the top three
  • Prepared weekly reports using the Microsoft Office suite for presentations and tracking agents' progress and performance to increase OSAT (10%), NPS (15%), and KPI metrics for the quarter of 2016
  • Played an integral role in the hiring process, by conducting second-level interviews in turn reducing the turnover rate by 6% in the month of January 2017
  • Designed and implemented company policies relating to arrival time, dress code, appropriate work behavior, and customer interactions
  • Managed weekly team meetings with employees to inform them about management policies and receive feedback about any complaints or inquiries, improving employee morale and reducing burnout

Cashier

Juici Patties Limited
01.2015 - 12.2015
  • Assist in the preparation of meals (Sandwiches, teas, coffee, customized orders)
  • Processing orders using a computerized point-of-sale system
  • Processing payments using cash, debit, and credit cards
  • Maintained the cleanliness of the dining area
  • Maintained the cleanliness of the employee rest and refresh area using various chemical and cleaning utensils on a shift basis

Stock Clerk

PaperChem Industrial Limited
01.2014 - 01.2015
  • Record and keep track of inventory using Peach Tree software
  • Maintain customers' accounts using Peach Tree Software
  • Contact customers regarding existing discrepancies in accounts
  • Assisted sales staff with the creation of Pro Forma invoices
  • Prepared periodic, special, and perpetual inventory of stock
  • Requested articles from the warehouse to fill incoming orders
  • Distribute stock amongst production workers and keep records of materials issued
  • Assisted customers with queries about a specific stock
  • Processed orders using a computerized system
  • Maintained Petty Cash account

Customer Care Representative

Startek formerly Accent Marketing Group
12.2010 - 12.2013
  • Processed a large volume of inbound calls daily
  • Processed orders through a Customer Relationship Management System
  • Addressed queries regarding specific product and company details
  • Performed basic accounts maintenance activities such as updating contact details and addresses
  • Meet Quality assurance requirements and other key performance metrics
  • Addressed billing queries

Customer Care Representative

Conduent formerly E-Services Group International
09.2008 - 09.2010
  • Processed a large volume of inbound calls daily
  • Assisted customers with appropriate product selection
  • Processed orders through a Customer Relationship Management System
  • Addressed queries regarding specific product and company details
  • Performed basic accounts maintenance activities such as updating contact details and addresses
  • Meet Quality assurance requirements and other key performance metrics
  • Addressed queries about billing
  • Performed basic troubleshooting steps for specific products

Cashier

Hilo Food Stores
08.2006 - 03.2008
  • Processed orders using a computerized point of sale system
  • Processed payments using cash, debit, and credit cards
  • Assisted in the maintenance of the appearance of the storefront

Education

Executive Certificate - Human Resource Management

University of the Commonwealth Caribbean
12.2020

Supervisory Management Certificate -

HEART TRUST NTA
12.2020

Caribbean Examination Council Passes - Mathematics, English Language, Information Technology, Integrated Science, Office Procedures, Human and Social Biology

Excelsior High School

Skills

  • Advanced Microsoft Office Suite
  • Client Education Programs
  • Salesforce
  • Interdepartmental
  • Proficient in Multi-Tasking
  • Client Presentations

Customer Service Leadership

  • Client Support
  • Time management
  • Supervisory Management
  • Report Analytics
  • Quality assurance

References

  • Sheneka Bryan, Senior Operations Manager, Ibex Global, (876) 427-0144
  • Yaniquecca Kennedy, Operations Manager, Concentrix Corporation, (876) 296-1871

Locations

  • Florida, FL
  • Kingston, Jamaica

Accomplishments

  • Young Leaders of the Americas Initiative Alumni
  • Caribbean Community of Business professionals Member

Timeline

Deli Service Clerk

Publix Super Markets Inc
02.2024 - 01.2025

Executive Client Support Specialist

Concentrix Corporation
10.2018 - 04.2022

Team Lead

Ibex Global Jamaica
12.2015 - 02.2018

Cashier

Juici Patties Limited
01.2015 - 12.2015

Stock Clerk

PaperChem Industrial Limited
01.2014 - 01.2015

Customer Care Representative

Startek formerly Accent Marketing Group
12.2010 - 12.2013

Customer Care Representative

Conduent formerly E-Services Group International
09.2008 - 09.2010

Cashier

Hilo Food Stores
08.2006 - 03.2008

Executive Certificate - Human Resource Management

University of the Commonwealth Caribbean

Supervisory Management Certificate -

HEART TRUST NTA

Caribbean Examination Council Passes - Mathematics, English Language, Information Technology, Integrated Science, Office Procedures, Human and Social Biology

Excelsior High School

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