Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

DENISE FALCONER

Montego Bay

Summary

Dynamic customer service supervisor with over 10 years of experience dedicated to enhancing operational efficiency and driving exceptional customer satisfaction. Expertise in leading teams, optimizing performance, and fostering a positive work environment to build strong customer loyalty. Skilled in problem-solving, effective communication, and coaching, ensuring adherence to industry standards and procedures. A proactive approach to managing frontline operations and resolving complex issues contributes to a seamless customer experience. Committed to continuous improvement and achieving organizational goals through strategic leadership.

Overview

18
18
years of professional experience

Work History

Customer Service Supervisor

WestJet Airlines
Montego Bay
09.2023 - Current
  • Oversaw daily frontline operations, ensuring adherence to established procedures.
  • Managed a team of 15+ frontline staff to deliver exceptional customer service.
  • Addressed passenger complaints, enhancing overall customer experience.
  • Ensured compliance with aviation procedures and regulations across all staff activities.
  • Supervised handling of lost, damaged, and misdirected property to maintain service quality.
  • Conducted interactions with pilots and emergency crews during security and safety inspections.
  • Maintained detailed records of all operations to support regulatory compliance.

Customer Service Supervisor

Vistaprint Ja Ltd
01.2019 - 03.2023
  • Oversaw team of 15 agents to enhance customer experience through effective coaching and mentoring.
  • Monitored and evaluated customer service performance to identify areas for improvement.
  • Managed KPI performance metrics to ensure alignment with organizational goals.
  • Delivered constructive feedback during coaching sessions to drive continuous development.

Customer Care Specialist

Vista Print Ja Ltd
Montego Bay, St James
01.2010 - 01.2019
  • Resolved customer complaints through phone, email, and chat channels.
  • Managed inquiries regarding products and services to enhance customer experience.
  • Ensured customer satisfaction by discussing product offerings and addressing concerns.
  • Functioned as company gatekeeper, maintaining professional communication standards.
  • Accurately captured customer information for improved service delivery.

Administrative Assistant

Ministry of Health
Kingston
01.2008 - 01.2010
  • Scheduled and organized meetings and appointments efficiently.
  • Executed general office duties, including answering multi-line phones and routing calls.
  • Greeted visitors and managed public inquiries with professionalism.
  • Typed, proofread, filed, sorted, and handled incoming and outgoing mail effectively.
  • Produced and distributed correspondence, including memos, letters, faxes, and forms.

Education

Certificate - Accounts

Innovative Employment And Training Institute
06-2005

Certificate - Biology

Bethlehem Moravian College
06-2002

English, Social Studies, Agriculture

Albert Town High
06-2001

Skills

  • Oral and written communication
  • Problem solving
  • Conflict resolution
  • Coaching and mentoring
  • Interpersonal skills

Accomplishments

  • Certificate for completion the Leadership Exploration and Preparation (LEAP) Program
  • Global Services Sector Supervisory Management Certificate (GSS)
  • Supervisor Succession Program (SSP) 3 months Internship
  • Certificate for completion of the TPDCo Tour Guide Training

References

Available upon request

Timeline

Customer Service Supervisor

WestJet Airlines
09.2023 - Current

Customer Service Supervisor

Vistaprint Ja Ltd
01.2019 - 03.2023

Customer Care Specialist

Vista Print Ja Ltd
01.2010 - 01.2019

Administrative Assistant

Ministry of Health
01.2008 - 01.2010

Certificate - Accounts

Innovative Employment And Training Institute

Certificate - Biology

Bethlehem Moravian College

English, Social Studies, Agriculture

Albert Town High

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DENISE FALCONER