Charlene B. Cole
Project Manager/Customer Service Manager
Kingston,01
Summary
I have extensive experience in customer service however I also have experience in office administration, filing, and sales among other things. I would like the opportunity to be considered as an applicant for any position you think fits my qualification and experience. Over the years, working in various industries has given me the necessary experience and expertise to excel. I am also a team-player who has learned the art of getting on with other team members and I am keenly result-oriented customer focused and strive for excellence. To be a hard and dedicated worker so I may help with the growth and development of the organization in which I work, while enhancing . my knowledge and understanding. Goal-oriented Customer Service Manager with 7 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
20
20
years of professional experience
7
7
years of post-secondary education
5
5
Certificates
Work History
Project Leader
SSC SERVICES LTD
Kingston
01.2016 - Current
- Observed progress of each project, examined risks and coordinated contingency plans.
- Managed team meetings and discussed project's goals and objectives.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
- Aligned with staff members to develop, identify and achieve assigned goals and initiatives.
Store Manager of Operations
LOL SNACKSTOP
01.2016 - 01.2021
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Increased sales by [Number]% with special displays and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Analyzed and interpreted store trends to facilitate planning.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Lead Team Member(CREATE COURSE MODULES)
NCTVET(National Council on Technical Vocational Education and Training)
KINGSTON
02.2015 - 06.2016
- Developed team communications and information for meetings.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Assist with the development course modules for Logistics Management
Logistics Supervisor
Jada Max Auto Repairs
01.2012 - 01.2014
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adhered to social distancing protocols and wore mask or face shield.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Participated in team-building activities to enhance working relationships.
- Organized warehouse space and planned layouts to allow for maximum storage capabilities.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Conducted research to address shipping errors and packaging mistakes.
- Directed shipping and receiving of wide range of products daily.
Customer Service Manager
Fullgram Solutions
01.2010 - 01.2012
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
Youth Counselor
Peer Counseling Association, Ricardo Bennett
01.2005 - 01.2009
- Supervised youth in engaging environment to promote security and safety for all ages.
- Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.
- Offered guidance and advice to help cultivate self-esteem and community involvement.
- Interacted with troubled youth and offered resources and programs to surmount challenges.
- Supervised individuals in small group atmosphere to cultivate safety, independence and structure.
- Liaised with parents and caregivers to provide updates on progress and behavior.
- Implemented variety of fun and recreational activities for residents.
- Engaged and interacted with youth members, teaching sustainable habits and coping mechanisms.
Education
Principles of Business - Business Information Technology
Oxford And Cherwell College
01.2003 - 01.2004
High School Diploma - undefined
Trench Town High School
01.1996 - 01.2000
Associate of Arts - Project Management
University of The West Indies
Kingston Jamaica 01.2020 - 07.2020
Associate of Science - Business Management
B&B University College
Kingston Jamaica 01.2014 - 07.2014
Associate of Science - Computer And Information Sciences
University of The People
USA 05.2021 - 12.2021
Skills
Collaborative Project Development
Documentation and reporting
Diagnostic Analysis
Logistical Planning
Gathering requirements
Certification
Kingston 5
Additional Information
Email: Charlene_headley@yahoo.com
Mobile phone:18768962749
Linkedin: http://linkedin.com/in/charlene-cole-headley-1439ab123
Timeline
Associate of Science - Computer And Information Sciences
University of The People
05.2021 - 12.2021
Associate of Arts - Project Management
University of The West Indies
01.2020 - 07.2020
Project Leader
SSC SERVICES LTD
01.2016 - Current
Store Manager of Operations
LOL SNACKSTOP
01.2016 - 01.2021
Lead Team Member(CREATE COURSE MODULES)
NCTVET(National Council on Technical Vocational Education and Training)
02.2015 - 06.2016
Associate of Science - Business Management
B&B University College
01.2014 - 07.2014
Logistics Supervisor
Jada Max Auto Repairs
01.2012 - 01.2014
Customer Service Manager
Fullgram Solutions
01.2010 - 01.2012
Youth Counselor
Peer Counseling Association, Ricardo Bennett
01.2005 - 01.2009
Principles of Business - Business Information Technology
Oxford And Cherwell College
01.2003 - 01.2004
High School Diploma - undefined
Trench Town High School
01.1996 - 01.2000