Summary
Work History
Education
Skills
Certification
Timeline
Generic
Afiya Allen

Afiya Allen

Montego Bay,Jamaica

Summary

Proven expertise in conducting in-depth audits and devising successful improvement strategies. Methodically evaluated documents and systems and initiated corrections in compliance with established standards. Superb analytical and communications skills enabled optimum results. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Work History

Senior Recruiting Coordinator

- Itel International
Montego Bay, Jamaica
02.2023 - Current
  • Kept recruitment strategies on-track by communicating actively with hiring managers
  • Optimized recruitment by assessing effectiveness and successes of different strategies
  • Filled open positions and met workforce needs by researching, recruiting and hiring top-quality candidates
  • Met organizational goals and needs with well-aligned and executed recruiting strategies.

Business Solutions Manager

- Itel International
Georgetown, Guyana
  • Developed and implemented business solutions to increase customer satisfaction.
  • Created and maintained technical documentation for various business solutions.
  • Analyzed current business processes to identify areas of improvement.
  • Collaborated with stakeholders to define project requirements and objectives.
  • Identified opportunities for process automation utilizing existing technologies.

Procurement Manager

- Itel International
Georgetown, Guyana
  • Managing the procurement of products and services
  • Managing and maintaining contracts with vendors
  • Negotiating and drafting contract terms and conditions
  • Ensuring compliance with all related laws and regulations
  • Analyzing and evaluating supplier performance.

Facilities Manager

- Itel International
Georgetown, Guyana
  • Covered maintenance and repair demands by preparing schedules, delegating assignments and stepping in to help personnel behind on assignments
  • Coordinated personnel to handle technical and non-technical needs at location
  • Supervised handling of maintenance tickets for buildings and floors
  • Resolved complaints, requests and maintenance tickets by working closely with vendors
  • Oversaw distribution of mail, packages and courier deliveries for personnel.

EHSS Manager

- Itel International
Georgetown, Guyana
  • Developed safety programs and policies to ensure compliance with OSHA regulations.
  • Conducted employee training on workplace safety, emergency response procedures, hazardous material handling, and other safety related topics.
  • Implemented an incident investigation process to determine root causes of accidents and develop corrective actions.
  • Monitored the worksite for unsafe conditions or practices and took appropriate action when necessary.
  • Ensured that all employees were trained in proper lockout and tagout procedures.
  • Performed regular audits of the facility to identify potential hazards and ensure compliance with applicable laws and regulations.

Transportation Manager

- Itel International
Georgetown, Guyana
  • n department.
  • Developed and implemented policies and procedures to ensure efficient operations of the transportation department.
  • Managed multiple transportation projects, ensuring successful completion of project goals and objectives.
  • Supervised a team of drivers, dispatchers, and customer service representatives.
  • Coordinated with vendors for timely delivery of goods and services at competitive rates.
  • Created reports on shipment status, delivery times, cost estimates, and other metrics.

Facilities Coordinator

- Emerge BPO
Georgetown, Guyana
  • Facilities coordinators oversee building and equipment maintenance
  • Their duties include scheduling preventative maintenance tasks, reacting to maintenance emergencies, and testing building security systems
  • They may also be required to determine equipment and supply needs for new buildings.

Trainer

- Emerge BPO
Georgetown, Guyana
  • Training new customer service employees and supporting experienced employees to improve their performance
  • Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated.
  • Conducted onboarding sessions to orientate new staff members about company policies and procedures.
  • Designed and developed training materials for new employees in the organization.
  • Provided feedback on employee performance based on observed results during training sessions.

Customer Service Supervisor

- Emerge BPO
Georgetown, Guyana
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Identified areas of improvement in the customer service process and developed strategies to address them.

Cashier

- Giftland OfficeMax
Georgetown, Guyana
  • Responsible for processing and receiving payments and issuing receipts to customers as they leave with their purchases
  • Cashiers also handle additional items necessary, such as coupons, while providing an excellent customer service experience.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.

Workforce Real Time Analyst

- Qualfon
Georgetown, Guyana
  • The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume
  • The position will have high visibility to all the operations teams.
  • Collaborated with Human Resources to implement new policies related to staffing levels and scheduling requirements.

Customer Service Representative Supervisor

- Qualfon
Georgetown, Guyana
  • Prioritize, assign, evaluate and supervise the work of all Customer Service Representatives
  • Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.
  • Developed strategies for improving customer relations, such as creating a customer loyalty program and using customer feedback surveys.

Customer Service Representative Agent

- Qualfon
Georgetown, Guyana
  • Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns
  • By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.
  • Answered incoming calls in a timely manner and responded to customer inquiries.

Education

Level 1 Office Administration Practice

Government Technical Institute
07.2015

High School Diploma -

Cummings Lodge Secondary
07.2014

Marian Academy
Guyana
07.2009

Skills

  • Interdepartmental Coordination
  • Tracking Spreadsheets
  • Marketing
  • Strategic Planning
  • Administrative Skills
  • Recruitment
  • Excel Spreadsheets
  • Hazard Identification
  • Hazardous Waste Management
  • Accident Investigation
  • Program Development
  • Risk Assessment
  • Training Coordination
  • Critical Thinking
  • Flexible and Adaptable

Certification

  • Level 1 Office Administration Practice
  • Grade A+ Global Microsoft office
  • Diploma in Modern Human Resource Management
  • Certificate in Risk Assessment & Control—Health & Safety
  • Modern Project Management: Quality, Risk, Procurement and Project Closeout
  • Level 3 Six Sigma

Timeline

Senior Recruiting Coordinator

- Itel International
02.2023 - Current

Business Solutions Manager

- Itel International

Procurement Manager

- Itel International

Facilities Manager

- Itel International

EHSS Manager

- Itel International

Transportation Manager

- Itel International

Facilities Coordinator

- Emerge BPO

Trainer

- Emerge BPO

Customer Service Supervisor

- Emerge BPO

Cashier

- Giftland OfficeMax

Workforce Real Time Analyst

- Qualfon

Customer Service Representative Supervisor

- Qualfon

Customer Service Representative Agent

- Qualfon

Level 1 Office Administration Practice

Government Technical Institute

High School Diploma -

Cummings Lodge Secondary

Marian Academy

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Afiya Allen