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Amoie Allen
Operation's Supervisor
Montego Bay,Jamaica
Summary
Talented Operations Supervisor well-versed in multifaceted business and employee management to achieve targeted results. Decisive leader and strategic problem solver with exceptional communication and foresight. Organized and personnel-focused strategic problem-solver with innovative solutions to uncharted problems.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Operation Supervisor
ItelCX
Montego Bay, St James
06.2020 - Current
- Motivated and trained employees to maximize team productivity.
- Conducted root cause analysis in deficient areas to identify and resolve central issues.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Quality Analyst/Sales and Customer Service Rep
Contax360
Montego Bay, St James
05.2018 - 04.2020
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Edited, proofed and critiqued pre-recorded phone scripts to improve functionality.
- Monitored inbound and outbound calls made by employees to provide constructive feedback.
- Completed accurate order entry and data verification.
- Documented shipping information for orders and tracked packages when necessary.
Customer Service Representative
Advance Call Center Technologies
Montego Bay, St James
04.2017 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Associate of Science - Operations Management And Supervision
Heart Trust/NSTA
Montego Bay 01.2022 - Current
Associate of Science - Operations Management And Supervision
Montego Bay Community College
Montego Bay 02.2017 - 06.2017
High School Diploma -
Albert Town High School
Albert Town, Trelawny, Jamaica 09.2002 - 07.2007
Skills
Leading team operations
Operational protocols
Managing service operations
Report preparation
Complaint resolution
Call center operations
LiveChat
Written and oral communication
Certification
Information Technology 3
Affiliations
Local Community safety Group
Interests
Timeline
Associate of Science - Operations Management And Supervision
Heart Trust/NSTA
01.2022 - Current
Operation Supervisor
ItelCX
06.2020 - Current
Quality Analyst/Sales and Customer Service Rep
Contax360
05.2018 - 04.2020
Customer Service Representative
Advance Call Center Technologies
04.2017 - 12.2017
Associate of Science - Operations Management And Supervision
Montego Bay Community College
02.2017 - 06.2017
High School Diploma -
Albert Town High School
09.2002 - 07.2007