Monique Francis
Correctional Officer
Innswood, Spanish Town,St. Catherine, Jamaica
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Correctional Officer
Department Of Correctional Services
04.2022 - Current
- Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process..
- Monitored visitation sessions to ensure compliance with established guidelines and maintain facility security.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Develop and maintain a filing system.
- Generate reports and create memos.
- Participated in ongoing professional development courses focused on understanding gang dynamics within prison settings to better identify and manage potential threats
- Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility
System Support
Bashco Trading Warehouse
11.2018 - 01.2022
- Implemented proactive monitoring tools for early detection of performance issues, enhancing overall system reliability.
- Optimized help desk operations through thorough analysis of ticket trends and implementing targeted process improvements.
- Acted as a liaison between users and vendors during software upgrades or installations to ensure minimal disruptions to daily business operations.
- Assisted in the successful rollout of new goods and services and providing end-user training and technical guidance.
Customer Service Representative/Subject Matter Expert
Hinduja Global Solutions, HGS
11.2016 - 11.2018
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Team Lead/Customer Service Representative
Anbell Agencies
09.2014 - 11.2016
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Directed and supervised team of persons engaged in selling and upselling development.
Education
No Degree - Customer Service Supervision Diploma
NCTVET
Kingston, Jamaica 05.2001 -
No Degree - Human Resources Management Certificate
University of The Commonwealth Caribbean
Kingston, Jamaica 05.2001 -
No Degree - Digital Literacy Certificate
Sutherland Global Solutions
Mandeville, Jamaica 05.2001 -
High School Diploma -
Convent of Mercy Academy "Alpha"
South Camp Road 05.2001 -
Skills
Call Center Operations
Timeline
Correctional Officer
Department Of Correctional Services
04.2022 - Current
System Support
Bashco Trading Warehouse
11.2018 - 01.2022
Customer Service Representative/Subject Matter Expert
Hinduja Global Solutions, HGS
11.2016 - 11.2018
Team Lead/Customer Service Representative
Anbell Agencies
09.2014 - 11.2016
No Degree - Customer Service Supervision Diploma
NCTVET
05.2001 -
No Degree - Human Resources Management Certificate
University of The Commonwealth Caribbean
05.2001 -
No Degree - Digital Literacy Certificate
Sutherland Global Solutions
05.2001 -
High School Diploma -
Convent of Mercy Academy "Alpha"
05.2001 -
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