Hi, I’m
Afiya Morrison
Operations & Administrative Guru
Kingston,Kingston
Summary
A dedicated and organized all-rounder professional with outstanding relationship-building and problem-solving skills. Driven by excellence to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels with dynamic, reliable and exceptional communication and customer service skills. An Instrumental individual in devising and updating operations policies and procedures by analyzing reports, reviewing customer feedback, and collaborating with other key leaders.
Overview
5
years of professional experience
1
Language
Work History
PeoplePlus Management Solutions LtdKingston, JA
Operations & Client Services Officer
11.2023 - Current
Job overview
- Mentored junior team members and managed employee relationships.
- Recommended changes or upgrades that could be made in order to improve the quality of service provided.
- Took special orders in person and over telephone, generating additional revenue every month.
- Promoted available products and services to customers during service, account management and order calls.
- Resolved conflicts between different departments within the organization in an efficient manner.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Structured HR consulting services to support clients during organizational developments and changes.
- Identified new sources of revenue generation to increase annual corporate profit.
- Analyzed expenses and revenues and compared to budget and forecasts to modify operations and spending for enhanced profitability.
- Conducted research on new technologies, processes, and best practices to improve operations.
- Coordinated with vendors for procurement of materials and supplies needed for daily operations.
- Spearheaded strategic planning operations to coordinator proper allocation of resources in alignment with mission and capabilities.
- Reviewed operations performance reports to drive improvements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisted with the development of operational plans and procedures.
- Monitored performance metrics and responded to notifications daily.
- Prepared staff work schedules and assigned team members to specific duties.
- Brought about substantial operational improvements by reworking policies and enhancing enforcement.
- Monitored and evaluated performance metrics to ensure operational objectives were met.
- Delegated work to staff, setting priorities and goals.
- Performed periodic audits on systems and processes to ensure accuracy of data.
- Proactively identified and solved complex problems impacting operations management and business direction.
- Coordinated with other departments such as sales and marketing in order to deliver better services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Devised long-term business plans to improve operations, customer experiences and sales.
- Communicated with departmental leaders to identify and solve daily operations issues.
- Maintained relationships with key stakeholders including customers, suppliers, partners.
- Streamlined staffing resources to ensure proper rotational deployments.
- Drafted reports and led presentations to inform upper management of operational inefficiencies and recommended improvements.
- Created training programs to help staff understand operational policies and procedures.
- Mitigated business risks by working closely with staff members and assessing performance.
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
- Maintained accurate records of all interactions with customers including call logs, emails, online chats.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Planned advertising campaigns for online, print and other mediums.
REALTORS Association of Jamaica Kingston, Ja.
Administrative Assistant to the Executive Director
08.2022 - 06.2023
Job overview
- Answering and directing phone calls to different departments
- Organizing and scheduling appointments, Zoom Meetings
- Orientations, Forums and events regarding Realtors/Realtor
- Associates
- Planning meetings and special events in conjunction with external stakeholders etc
- Writing and distributing emails, correspondence such as, letters, forms and other relevant documents
- Developing and maintaining a physical and electronic filing system
- Ordering office supplies and researching new deals and suppliers
- Maintaining and updating contact lists and information of members
- Providing general support to visitors by producing receipts and collecting documents for processing and collation
- Acting as the point of contact for members, potential members and the general public
- Liaising with Board members to process requests and queries as necessary
- Producing meeting minutes, action items lists for staff and board meetings
- Maintaining and monitoring the diary of the Senior
- Maintaining the Association’s Social Media accounts as well as content creation for said accounts
- Assisting with the creation and implementation of Marketing and Public Relations activities
- Preparing and maintaining petty cash for the office
- Conducting Accounts Receivables with the use of
- Quickbooks and other accounting tools to input membership payments, update their accounts and to disseminate information to the members regarding their accounts
- Managing and updating the official website of the company as well as updating information on the site as requested by the members
- Assisting the Membership Service Officer to process applications for membership and health and life insurance
- Assisting the Multiple Listing Systems Officer with sharing general knowledge and information to members regarding the platform and its usage
- Using the Mail-chimp platform to provide information to members regarding events, notices, and or any other information that is to be shared through the mass communication system
- Creating of Source Data/Documents for generating accounting reports and charts
- Arranging all Staff and Board of Directors’ meetings
- Providing daily administrative support for the Association’s secretariat
- Monitoring and maintaining the diary of the Senior Executive
- Preparing and disseminating all notices of meetings, board reports
- Assisting the Association Secretary with administrative functions
- Providing administrative support to the Association’s
- Committees
- Planning the Association’s general membership meetings and other special association events, assisting in the setup and other logistical requirements
- Assisting Senior Executive and Committee heads with the execution of events
- Maintaining all related databases including stakeholder contract renewal dates and evaluations, HRIS and staff vacation and time off information
- Preparing minutes and agendas for meetings as and when required
- Providing support for MLS activities as required
- Assisting with the creation and implementation of Marketing and Public Relations activities
- Examining data to gauge the success of campaigns
- Assisting with customer and client engagement
- Providing feedback to management to help improve members’ experience and internal processes
The Tree Route CoKingston, Ja.
Senior Sales Officer
10.2021 - 07.2022
Job overview
- Generating Follow-through purchase
- Meeting and exceeding targeted sales goals
- Negotiating and closing contracts with prospective clients
- Determining pricing schedules for quotes, promotions, and negotiations
- Preparing daily, weekly and monthly reports
- Giving sales presentations to a range of prospective clients
- Coordinating sales efforts with marketing programs
- Understanding and promoting company programs
- Obtaining deposits and balance of payment from clients
- Preparing and submitting sales contracts for orders
- Visiting clients, events and potential clients to evaluate needs or promote products
- Maintaining client records
- Answering client questions about policies, products, prices, and availability
- Creating invoice and receipts for disbursement.
- Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
- Generated leads and solicited new opportunities by leveraging business intelligence and third-party data sources.
Hinduja Global ServicesKingston, JA
Client Service Representative
03.2022 - 05.2022
Job overview
- Demonstrating knowledge and understanding of the new accounts system database to manage and maintain customer account information
- Assisting customers with telephone inquiries to provide solutions to their banking needs
- Assisting customers with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally
- Utilizing marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers
- Assisting with efforts to identify and implement a positive overall customer experience
- Contributing towards fostering teamwork within the department
- Performing other duties as assigned by management
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Answered incoming calls from customers regarding billing inquiries, technical issues, product concerns.
WalmartHollywood, Fl
Team Lead
04.2021 - 07.2021
Job overview
- Stocking shelves with products to keep them full and replenished
- Attending to customers to give them the best support for a pleasurable experience
- Using technological devices and applications to order, maintain, and keep current with stock keeping and records
- Overseeing the nightly activities of the store to ensure product and produce are properly stocked
- Communicating directives and instructions from an executive level
- Overseeing employees' performance and facilitates teaching and learning as well as offering support and solving developmental needs
- Managing the reciprocal relationship between staff and the company.
A1 Property Management Co.Lauderhill, Fl.
Administrative Assistant
03.2021 - 07.2021
Job overview
- Answering and directing phone calls
- Organizing and scheduling appointments
- Planning meetings and special events
- Writing and distributing email, correspondence memos, letters, faxes and forms
- Developing and maintaining a filing system
- Ordering office supplies and research new deals and suppliers
- Maintaining contact lists
- Providing general support to visitors
- Acting as the point of contact for clients
- Liaising with board members to process requests and queries by residents.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Answered questions from customers regarding products and services offered by the company.
- Coordinated appointments, meetings and conferences.
- Created travel arrangements for senior managers according to their requirements.
- Responded to customer issues to provide immediate resolution and improve retention.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Maintained accurate department and customer records.
- Organized both physical and digital files and updated reports to coordinate project materials.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
Bath and Body WorksHollywood, Fl.
Sales Associate
09.2020 - 05.2021
Job overview
- Filling duties such as stocking shelves walls and under fill
- Floor layout arrangements and duties for seasonal as well as holiday collections
- Sales/Selling duties to aid customers in picking fragrances according to their satisfaction
- Giving exceptional customer service to every customer to ensure their experience is of great enjoyment
- Answering calls to create and fulfill orders for customer satisfaction
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Adhered to company initiatives and achieved established goals.
- Attended weekly team meetings to review performance goals and objectives.
- Organized stockroom shelves according to size, color or style.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Conducted inventories on a regular basis to track stock levels.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Developed promotional strategies to increase sales volume.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Increased purchase amounts by cross-selling with similar products.
- Demonstrated product features and benefits for customers' needs.
- Greeted customers to determine wants or needs.
- Collected payments and provided accurate change.
- Answered store and merchandise questions and led customers to wanted items.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Used technology resources to assist customers in locating and selecting items.
JamRock Caribbean CuisineCoatesville, PA
Restaurant Hostess & Cashier
01.2020 - 03.2020
Job overview
- Making change accurately and efficiently
- Issuing receipts to customers
- Dealing with returns and refunds as necessary
- Maintaining cash control over register drawer and verify amounts are correct
- Answering customers’ questions as they arise
- Providing excellent wait service to ensure satisfaction
- Taking customer orders and delivering food and beverages
- Making menu recommendations, answering questions and sharing additional information with restaurant patrons
- Collecting cash, checks, and credit card payments from customers.
LuLu’s Holistics Skin CareNorth Lauderdale, Fl.
Customer Service Representative
01.2019 - 12.2019
Job overview
- Interacting with inbound calling customers to process orders, solve complaints and provide overall information on the product and company
- Providing solutions to customers with product related issues
- Participating in event marketing
- Generating brand awareness through word-of-mouth marketing via cold calls and outbound calls
- Providing feedback and insight on new products/services
- Promoting the brand via personal social media accounts
- Introducing promotions and opportunities to customers
- Cross-selling products to increase purchase amounts.
Education
Alison Courses
Certificate from Administrative Support
01.2022
Ruby’s Academy For Health Occupations
License - American Medical Certification Association -Phlebotomy Technician Certification License from Phlebotomy
05.2021
Aviation Institute of Maintenance Philadelphia, PA
License from Aircraft Maintenance
06.2017
Wolmer’s Trust High School For GirlsKingston, Ja
High School Diploma (Honours) from Social Sciences
06-2017
University Overview
CSEC passes in the following subject
Electronic Document Preparation Management - I
( 2015)
Food and Nutrition – I ( 2017)
Economics – I ( 2017)
Information Technology – I (2017)
English Language – I ( 2017)
English Literature - II ( 2017)
Geography – II (2017)
Mathematics – II ( 2017)
Social Studies – II ( 2017
Skills
- Leadership
- Quick Learner
- Proficiency - Microsoft Suite
- Proficiency - Quickbooks Software
- Empathy
- Active listening
- Adaptability
- Attention to detail
- Collaboration
- Conflict resolution
- Creativity
- Critical thinking
- Decision-making
- Effective communication
- Emotional intelligence
- Friendliness
- Negotiation skills
- Open-mindedness
- Patience
- Persuasion
- Problem-solving
- Product knowledge
- Time management
- Understanding body language
- Organization
- Time Management
- Computer Literacy
- Multi-Tasking
- Customer Service
- Regulatory Compliance
- Account Management
- Data Management
- Senior Leadership Support
- Relationship Building
- Resource Management
- Leadership Training
- Process Improvements
- Strategic Planning and Execution
- Marketing
- Operations Management
Awards & Achievements
Deputy Junior Mayor for Portmore Municipal Council - 2012
Student Council Representative- W.G.S - (Sept. 2015 – Jun. 2017)
Public Relations Officer for Student Council Executive Body- W.G.S- (Sept 2016 – Jun. 2017)
NCB Level Up Grant recipient/ Icreate and Internet Income (August 2022)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteImportant To Me
Career advancementFlexible work hoursWork from home optionPersonal development programsCompany CultureHealthcare benefitsWork-life balanceTimeline
Operations & Client Services Officer
PeoplePlus Management Solutions Ltd
11.2023 - Current
Administrative Assistant to the Executive Director
REALTORS Association of Jamaica
08.2022 - 06.2023
Client Service Representative
Hinduja Global Services
03.2022 - 05.2022
Senior Sales Officer
The Tree Route Co
10.2021 - 07.2022
Team Lead
Walmart
04.2021 - 07.2021
Administrative Assistant
A1 Property Management Co.
03.2021 - 07.2021
Sales Associate
Bath and Body Works
09.2020 - 05.2021
Restaurant Hostess & Cashier
JamRock Caribbean Cuisine
01.2020 - 03.2020
Customer Service Representative
LuLu’s Holistics Skin Care
01.2019 - 12.2019
Alison Courses
Certificate from Administrative Support
Ruby’s Academy For Health Occupations
License - American Medical Certification Association -Phlebotomy Technician Certification License from Phlebotomy
Aviation Institute of Maintenance
License from Aircraft Maintenance
Wolmer’s Trust High School For Girls
High School Diploma (Honours) from Social Sciences