ABBIGAIL RICHARDS
spanish town
Summary
Goal-oriented Manager dedicated to continuous improvement and driving positive business impact. I have over 5 years of experience with high-level customer escalations in account management. Talented problem-solver and leader with high-level business and financial acumen. Motivates teams to reach performance goals and business objectives.
Overview
8
8
years of professional experience
Work History
Trainer
Care Solace
11.2022 - Current
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Oversaw the administration of online learning platforms, ensuring seamless user experiences for trainees at all levels.
Team Manager
FedEx
08.2019 - 10.2022
- Over 5 years of experience with high-level customer escalations in account management
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced employee turnover rates with targeted retention initiatives, including competitive compensation packages and career advancement opportunities.
CUSTOMER SERVICE REPRESENTATIVE (TECHNICAL SUPPORT)
Sutherland Global services
08.2016 - 04.2019
- Informed programmers regarding errors and assisted in finding solutions to modify programs.
- Recorded customer issues on the database to streamline processes and fastrack resolutions.
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Bachelor of Management Studies (BMgmt)
The University of The West Indies
Jamaica06.2019
Skills
- Staff training
- Complaint documentation
- Data entry
- Active Listening
- De-escalate and handle challenging situations
- Fast learner
- Soft skills
- Computer Skills
- Training material development
- Compliance Training
- Referral Coordination
Languages
English, Advanced
Timeline
Trainer
Care Solace
11.2022 - Current
Team Manager
FedEx
08.2019 - 10.2022
CUSTOMER SERVICE REPRESENTATIVE (TECHNICAL SUPPORT)
Sutherland Global services
08.2016 - 04.2019
Bachelor of Science - Bachelor of Management Studies (BMgmt)
The University of The West Indies
Similar Profiles
Kerry-Ann GordonKerry-Ann Gordon
Team Manager at Care SolaceTeam Manager at Care Solace
Vivian A Richards, MSWVivian A Richards, MSW
Director of Care Coordination at Care SolaceDirector of Care Coordination at Care Solace
RONALDO M. CLARKERONALDO M. CLARKE
Mental Health Coordinator at Care SolaceMental Health Coordinator at Care Solace