Caroline Ziadie
Kingston,08
Summary
High-performing Customer Service Manager with over 15 years of experience delivering successful improvements for business' Customer Experience journey for both internal and external customers. Resourceful Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively
Overview
15
15
years of professional experience
Work History
Managing Director
Friendship Flowers
Kingston 8, Jamaica
09.2017 - Current
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Implemented successful business strategies to increase revenue and target new markets.
- Formed and sustained strategic relationships with clients.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Maximized efficiency of operational systems by updating internal frameworks and controls.
Regional Customer Service Manager
Sandals Resorts International
Kingston, Jamaica
01.2015 - 01.2017
- Managed a team of customer service representatives across multiple locations in the region.
- Developed and implemented processes to improve customer service implemented
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Analyzed customer feedback, identified opportunities for improvement, and designed strategies to address customer needs.
- Resolved escalated customer inquiries quickly and efficiently in order to maintain high levels of customer satisfaction.
- Created detailed reports on regional performance trends and key areas of focus for improvement.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Carried out meetings between stakeholders to discuss ongoing initiatives.
- Prepared comprehensive monthly progress reports for senior management review.
- Provided coaching and mentoring support for junior staff members when needed.
Customer Service Group Manager
The ATL Group of Companies
Kingston 8, Jamaica
06.2009 - 12.2015
- Managed customer service team of 8 by providing guidance and support to ensure goals were met.
- Analyzed customer satisfaction surveys to identify trends and develop action plans to improve customer experience.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Resolved escalated customer complaints in a professional manner while ensuring customer satisfaction.
- Conducted weekly meetings with the team to review progress on projects and address any questions or concerns.
- Reviewed daily operational reports from all departments within the organization to identify potential problems.
- Developed training materials and conducted new hire orientation sessions for customer service staff.
- Monitored employee performance, provided feedback, and addressed issues as needed.
- Collaborated with other departments on special projects related to enhancing the overall customer experience.
- Established strong relationships with customers through proactive communication channels such as email campaigns or social media platforms.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Associate of Arts - Business
Broward Community College
South FloridaSkills
- Client Relationships
- Recruitment Strategies
- Mentoring and training
- Team Collaboration
Affiliations
- Kayaking and water sport enthusiast
- love the outdoors
Languages
English
First Language
Spanish
Beginner (A1)
A1
Timeline
Managing Director
Friendship Flowers
09.2017 - Current
Regional Customer Service Manager
Sandals Resorts International
01.2015 - 01.2017
Customer Service Group Manager
The ATL Group of Companies
06.2009 - 12.2015
Associate of Arts - Business
Broward Community College
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