Microsoft Word, Excel, PowerPoint
HEATHER WRIGHT
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Experienced professional with over 15 years of management experience. Excellent reputation for resolving problems and improving customer satisfaction. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
41
41
years of professional experience
Work History
Manager
Southdale Hardware And Glass Supplies Ltd
01.2013 - Current
- Manage the daily operations of the retail store
- Implemented system to record and schedule site visit requests and installations
- Conducted staff training sessions – customer service, problem solving and personal development training – goal setting and budgeting
- Direct and train sales staff towards improved customer service
- Facilitated the implementation of Quick Books financial software to improve management of the billing, inventory and accounting areas
- Maximized performance by monitoring daily activities and mentoring team members
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Consultant
01.2006 - Current
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Authored detailed work plans to meet business priorities and deadlines
- Provide training, business advisory and project management/administration services
- Design and delivery of entrepreneurial training through the Entrepreneurial Skills Development Unit (ESDU) of the HEART Trust/NTA
- These include: - Entrepreneurship training to students at Garmex and School of Cosmetology - Entrepreneurship workshop to NHT mortgagors on behalf of the NHT's Social Development Unit - Training of Trainers in Entrepreneurship to teachers of Principles of Business on behalf of the Ministry of Education
- Financial Education training to micro entrepreneurs on behalf of Caribbean Micro Finance Alliance
Acting Team Coordinator
JAMAICA BUSINESS DEVELOPMENT CENTRE
01.2001 - 06.2005
- Directed the team responsible for designing, coordinating and monitoring the implementation of locally and externally funded projects
- Provided business development guidance and counseling to micro, small and medium entrepreneurs (MSMEs)
- Assessed business plans and made recommendations for financial assistance
- Designed and delivered business development training to individuals and community groups
- Facilitated JBDC's participation at career days, community presentations, national expositions and other events, as well as organized trade fairs as marketing thrust for MSMEs
Operations Coordinator
THE DOCUMENT COMPANY XEROX
01.1999 - 12.2001
- Resolved problems, improved operations and provided exceptional service
- Developed and maintained courteous and effective working relationships
- Used coordination and planning skills to achieve results according to schedule
- Improved operations through consistent hard work and dedication
- Increased customer satisfaction by resolving [Product or Service] issues
- Coordinated the activities of the Document Centre towards the achievement of revenue targets, profitability and efficiency, instituting new operations procedures as required
- Trained staff in customer service and operations procedures towards the achievement of high quality customer service
- Provided marketing assistance to product managers with a view to increasing product sales; included set-up and management of booth at trade show
- Explored new business opportunities, negotiating with corporate clients
01.1997 - 12.1999
- Supervised the complaints procedure to ensure resolutions to verbal and written customer complaints in a timely and effective manner
- Conducted customer satisfaction surveys and provided monthly analyses with recommendations to the management team
- Coordinated the conducting of the annual Customer Benchmarking Survey by an external agency and compiled reports with recommendations for improvements for local and regional managers
Customer Service Representative
THE DOCUMENT COMPANY XEROX
01.1997 - 01.1999
Manager
SOUTHDALE HARDWARE & GLASS SUPPLIES
01.1992 - 12.1995
- Accomplished multiple tasks within established timeframes
- Managed the daily operations of the store
- Instituted new personnel measures which led to in a marked decline in employee turnover
- Coordinated the administrative, billing and collections areas
Education
Bachelor of Science - Management Studies
University of The West Indies
Skills
Verbal and written communication
undefinedAccomplishments
- Financial Education Training of Trainers, Caribbean Micro Finance Alliance (July 2013)
- Corporate and Strategic Planning, Management Institute for National Development (2008)
- Competency-based Economies through the Formation of Enterprise (CEFE) Methodology for Trainers, HEART Trust/NTA Entrepreneurial Unit (2006)
- Project Management Principles and Practices, University of New Orleans (2005)
- AST INVOLVEMENTS
- Trafalgar Park Citizens Association
- Swallowfield Chapel: Sound Engineering, Project 150, Family Ministry and Strategic Planning teams
- Assistant News Presenter on Look at Life radio programme and Roots FM
Software
Outlook
QuickBooks
Internet savvy
Interests
News presenter - Look at Life radio programme, Roots FM
Music
Reading
Swallowfield Chapel: Sound Engineering, Project 150, Family Ministry and Strategic Planning teams
Trafalgar Park Citizens Association
Timeline
Manager
Southdale Hardware And Glass Supplies Ltd
01.2013 - Current
Consultant
01.2006 - Current
Acting Team Coordinator
JAMAICA BUSINESS DEVELOPMENT CENTRE
01.2001 - 06.2005
Operations Coordinator
THE DOCUMENT COMPANY XEROX
01.1999 - 12.2001
01.1997 - 12.1999
Customer Service Representative
THE DOCUMENT COMPANY XEROX
01.1997 - 01.1999
Manager
SOUTHDALE HARDWARE & GLASS SUPPLIES
01.1992 - 12.1995
Bachelor of Science - Management Studies
University of The West Indies
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