Anaray Bauld
Montego Bay
Summary
To be an innovative, dynamic and powerful source to be reckoned within the work place; by solemnly utilizing the knowledge, skills and experience obtained in order to contribute to the growth and success of your organisation
Overview
9
9
years of professional experience
Work History
Royal Caribbean International
- Book and change ship reservations
- Educate guests on product and services offered and persuade them to book
- Update or add to existing reservations
- Provide online assistance
- Provide support to guest/customers that calls in to make changes to their booking
Quality Assurance Analyst
Central Collections
- Listen and grade agent calls.
- Provide feedback and analysis on call listened.
- Work closely with operations to ensure that agents on par with quality requirements.
- Participate in calibration sessions and generate reports using Microsoft excel and power point.
- Host Calibration sessions
- Conduct class visits.
Boat Hostess/ front desk assistant
Scuba Caribe (Riu Montego Bay)
08.2024 - 06.2025
- Welcome guests on excursions and explain the expectations of activities for the duration of the tour.
- Serve alcoholic/non alcoholic beverages during the excursion
- Keep guests informed about each stop as well as educating guests on the different land marks during the site seeing part of the tour.
- Keep guests entertained with line/ group dances
- Educate guests on different excursions and activities that comes with their stay at the resort.
- Basic data entry and monetary transactions through sales.
Operations Supervisor
Comcast West Billing
05.2021 - 07.2024
- Call listening and providing feedback
- Identify opportunities and best practices for sale
- Coach towards product know to boost sales
- Assist in providing a comfortable environment to work.
- Be creative with new ideas to introduce to get agents in the right mind set.
- Participate in client sessions to find opportunities and improvement strategies
Quality Assurance Supervisor
Comcast Sales/billing
11.2020 - 05.2021
- Complete weekly and monthly reports based off audits completed by Quality Analysts
- Provide coaching feedback to Analysts for their development
- Participate in daily and weekly meetings to discuss opportunities for our OPS team etc.
- Data analysis using different charts based on the type data being presented.
- Be vocal on client sessions providing explanations on data analysed and the different ways to improve.
Customer Service Representative
Teleperformance
08.2020 - 11.2020
- Comcast Central Collections
- Soft Collections
- Explain customer’s bills
- Provide customer service
- JUMP graduate
Customer Service Mentor/Junior Supervisor
Conduent Services-Delta Airlines
11.2017 - 01.2018
- Book flight reservations for customers
- Change reservations for customers
- Online navigation
- Assist new hires
- Create new ideas to generate revenue
- Conduct coaching sessions to assist with agents with daily targets and over all targets.
Front Desk Agent
Negril Escape Resort & Spa
07.2016 - 11.2017
- Answer phone calls and provide information to guest who wants to make, change, or inquire about stays.
- Greet guest and assist with check in/check out process.
- Data entry based on monetary transactions/cashier
Education
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Montego Bay Community college
Frome01.2016
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Manning's School
01.2015
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Crawford Primary School
01.2010
Skills
- Communicating skills, Problem solving, Decision making, Reading and Surfing the internet
Qualifications and Achievements
English A Mathematics, Home Economics Management, Social Studies, Visual Arts, Human and Social Biology, Agricultural Science and CVQ Food and Beverage Level 3, successful JUMP graduate, Lead Six Sigma certified.
Timeline
Boat Hostess/ front desk assistant
Scuba Caribe (Riu Montego Bay)
08.2024 - 06.2025
Operations Supervisor
Comcast West Billing
05.2021 - 07.2024
Quality Assurance Supervisor
Comcast Sales/billing
11.2020 - 05.2021
Customer Service Representative
Teleperformance
08.2020 - 11.2020
Customer Service Mentor/Junior Supervisor
Conduent Services-Delta Airlines
11.2017 - 01.2018
Front Desk Agent
Negril Escape Resort & Spa
07.2016 - 11.2017
Royal Caribbean International
Quality Assurance Analyst
Central Collections
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Montego Bay Community college
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Manning's School
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Crawford Primary School