Anina Bernard
Montego Bay
Summary
To work in a challenging professional environment and be of valuable importance within that distinguished organization; adroitly utilizing my organizational, analytical abilities, acquired knowledge, collective experience, and time management skills to contribute to your organization goals, objectives and mission which would provide excellent opportunities for career advancement and personal growth.
Results-driven individual with positive attitude and a passion for providing high-quality advice and guidance to clients. With an excellent problem solving skill; it allows the ability to identify customer needs, resolve conflicts and build strong relationships.
Detail-oriented team player with the ability to handle multiple projects simultaneously with a high degree of accuracy. I'm also very organized and dependable and can manage multiple priorities with a positive attitude and a willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Senior Customer Advocate
Vistaprint
02.2017 - 03.2023
- Resolving all high-level escalations that come on our website, through our public relations team, our legal team, Better Business Bureau, Social Media Platforms, 3rd party fulfillers, by mail and any other channels.
- Advocating for the customers; creating a win- win situation for both the customer and the business. This is done by making it right for the customer and keeping the best interest of the business in mind at all times.
- Retaining and regaining loyal and new customers.
- Providing outreach support and remediation at times to our customer once there is an issue with our business partners, printing facility or 3rd party fulfillers.
- Always proactively connecting with stakeholders to identify trends and opportunities and creating strategies to improve sitewide performance.
- Constantly reviewing products and technical issues on our website to see what is not working and what should be removed.
- Providing one on one support with high valued customers when an error in their order/design is located.
- Help to improve and foster team cohesiveness in various departments of Vistaprint.
- Take responsibility for maintaining knowledge and resources regarding company initiatives and professional trends.
- Interact with other departments and collaborate with Operations Management to identify and analyze people, systems, and processes to improve performance and achieve the company’s goals.
Training Partner
Vistaprint
01.2014 - 04.2019
- Responsible for 4 back-to-back training classes of 15-25 agents each in the opening of the new Vistaprint location in Manila Philippines in 2016.
- Working along with Trainers in Montego Bay to facilitate all New Hires classes with their On-The-Job training.
- Assist with the training of new topics or any training material required alongside the trainer or in their absence.
- Facilitated in the email and chat training and on the job support to a group of 20-25 agents (2 classes) in Manilla Philippines in 2017.
- Responsible for mentoring and coaching low performing individuals and assisting them in improving and reaching the required level to meet our company guidelines and standards.
- Assisted in Coordinated training schedules across the Montego bay site with supervisors and managers to optimize training initiatives and work-flow management.
- Evaluating, preparing, and reporting on the effectiveness of training, workshops, and other learning solutions by completing training evaluations and end-of-training reports.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Website Technical Support
Vistaprint
04.2012 - 02.2017
- Resolving all customer issues via various channels (email, chat and telephone) in a courteous and professional manner.
- Helping customers create consistent branding for their business.
- Meeting and exceeding efficiency and quality metrics to help reduce or eliminate customer effort while adhering to assigned work schedules.
- Educating our customers on how to use the printed and digital products and services we offer to the market and grow their businesses.
- Assist in designing various Website platforms and helping customers to boost their search engines search on Google, Facebook, etc.
- Participating in cross-functional activities that ensure the continued viability and performance of the company .
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Supervisor
ACS E-Services Group International
10.2004 - 03.2010
- Motivating and coaching Specialists to achieve and maintain KPI targets and reach their full potential through continuous monitoring, assessment and feedback while maintaining complete documentation of discussion and actions.
- Assisting team members with functional and technical questions and ensuring that individuals and team meet and exceed their performance goals.
- Consistently and effectively reporting on teams’ challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs).
- Managing the team and ensuring team members have the appropriate tools required to perform their task effectively and efficiently.
- Proactively raising issues that may adversely impact the team’s performance with management. Effectively communicate written and oral information necessary to team members, clients and management team.
- Develop, motivate and retain staff, facilitating team huddles which ensures or reiterate company’s goals, policies and procedure, team objective etc.
- Demonstrating a positive attitude; leading and facilitating change, and modeling professionalism in all contacts with internal and external customers.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Ensuring disciplinary discussions and actions for frontline employees occur in a transparent, accurate, and timely manner.
Education
Global Service Sector Supervisory Management - Pending
HEART/NSTA
Bachelor's degree - Business Studies - Accounts
Montego Bay Community College
Skills
Productivity Benchmarks
- Coaching and Mentoring
- Complex Problem-Solving
- New Hire Training
- Customer Issue De-Escalation
- Customer Relations
- Analytical and Critical Thinking
- Quality Assurance Controls
- Conflict Resolution
- Time Management Skill
- Problem Resolution
REFERENCES
Carlette Smith
Supervisor (Sandals UVL)
Lot 318 Montego West Village
St. James, Jamaica
(876) 841 9212
Mitsy Campbell
Loyalty and Corporate Trainer
Sandals Resort International
5 Kent Ave, Montego Bay
(876) 581-9029
Timeline
Senior Customer Advocate
Vistaprint
02.2017 - 03.2023
Training Partner
Vistaprint
01.2014 - 04.2019
Website Technical Support
Vistaprint
04.2012 - 02.2017
Supervisor
ACS E-Services Group International
10.2004 - 03.2010
Global Service Sector Supervisory Management - Pending
HEART/NSTA
Bachelor's degree - Business Studies - Accounts
Montego Bay Community College
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