Summary
Overview
Work History
Education
Skills
Accomplishments
Religion
References
Timeline
Generic

GLENVILLE ROBINSON

Portmore

Summary

Proven leader with a track record of enhancing team performance and customer satisfaction at Advantage Communications. Expert in conflict resolution and technical support, I excel in fostering team collaboration and problem-solving, achieving a 20% improvement in team efficiency. Skilled in both interpersonal communication and technical troubleshooting, I prioritize results and professional growth.

Overview

14
14
years of professional experience

Work History

Team Leader

04.2022 - 08.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Technical Support Representative

Advantage Communications
11.2015 - 04.2022
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

Customer Service Representative

AllianceOne
06.2013 - 10.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Warehouse Associate

Hilo Basix
06.2011 - 07.2013
  • Prepared orders for shipment by picking, packing, and labeling merchandise.
  • Worked safely around moving machinery.
  • Collaborated with team members to achieve daily targets and complete tasks efficiently.
  • Performed inventory control, such as counting, and stocking merchandise.

Collection Agent/Customer Service Representative

AllianceOne
06.2010 - 06.2011
  • Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
  • Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.

Education

St Elizabeth Technical High School (STETHS)
St. Elizabeth

Skills

  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Team motivation
  • Team Supervision
  • People Management
  • Staff Training
  • Work Planning and Prioritization
  • Coaching and Mentoring
  • Documentation And Reporting
  • Performance Improvement
  • Work Planning
  • Complex Problem-Solving
  • Analytical Thinking
  • Goal Setting
  • Overseeing Daily Activities
  • Quality Improvement
  • Conflict Resolution
  • Mentoring
  • Daily workflow improvement
  • Leading Team Meetings
  • Coaching
  • Client Support
  • Giving Constructive Feedback
  • Evaluating Employee Work
  • Team Check-Ins
  • Performance Evaluations
  • SMART goals
  • Employee Evaluation
  • Technical Support
  • Key Performance Indicators
  • Sales expertise
  • Expectation setting
  • Call Center Operations
  • Service Level Agreements
  • Time Management
  • Multitasking
  • Multitasking Abilities
  • Organizational Skills
  • Active Listening
  • Relationship Building
  • Process Improvement
  • Team building
  • Decision-Making
  • Excellent Communication
  • Project Planning
  • Audit reporting
  • Data Analysis
  • Improvement plan knowledge
  • Process Analysis
  • Task Prioritization
  • Quantitative skills
  • Interpersonal Communication
  • Program Evaluation
  • Problem-solving abilities
  • Reliability
  • Team Collaboration
  • Effective Communication
  • Self Motivation
  • Interpersonal Skills
  • Professionalism
  • Time management abilities
  • Professional Demeanor
  • Problem-solving aptitude

Accomplishments

  • Certificate of Excellence (AllianceOne): Best Attendance and Productive Time
  • Certificate of Excellence (ADS Dept. / AllianceOne): Outstanding Performance and 100% on Call Quality
  • Certificate of Excellence (Hilo Basix): Excellence in Customer Service
  • Worker of the month (January)
  • Certificate of Appreciation in Recognition of Invaluable service
  • Certificate of Appreciation (Target): Recognition of Valuable Contribution to Target EO Training
  • Certificate of Excellence (Centurylink) Most improved agent for outstanding performance Team Leader Training Call Centre Manager Training

Religion

Christianity

References

Available upon request

Timeline

Team Leader

04.2022 - 08.2024

Technical Support Representative

Advantage Communications
11.2015 - 04.2022

Customer Service Representative

AllianceOne
06.2013 - 10.2015

Warehouse Associate

Hilo Basix
06.2011 - 07.2013

Collection Agent/Customer Service Representative

AllianceOne
06.2010 - 06.2011

St Elizabeth Technical High School (STETHS)

Similar Profiles

CREATE PROFILE
GLENVILLE ROBINSON