Ms. Ramel Allen
West End Rd,
Summary
Experienced and organized Team Leader with a proven track record of building positive rapport, inspiring trust, and guiding teams towards the achievement of organizational goals. Strong facilitator, adept at working cross-departmentally with co-management and top-level leadership to ensure seamless collaboration and effective communication. Recognized as an excellent trainer and mentor, consistently empowering team members to reach their full potential and excel in their roles.
Overview
9
9
years of professional experience
Work History
Team Lead
Visionappoint
04.2021 - 01.2025
- Mentored and coached team members and training new hires.
- Communicate clear instructions to team members.
- Manage the operations of the team
- Answer and direct phone calls, emails, and chats in a professional and courteous manner
- Manage and prioritize incoming requests, messages, and tasks
- Schedule appointments and bookings.
- Provide general information and answer frequently asked questions
- Route calls and messages to appropriate team members or departments.
- Assist with administrative tasks such as filing, data entry, and maintaining records.
- Managed approximately 50 incoming calls, emails and faxes per day from patients.
Front Desk Agent
Sandy Haven Resort
04.2019 - 12.2021
- Greeted customers with enthusiasm and a delightful and helpful attitude.
- Effectively sold rooms to walk-in customers
- Processed payments and informed hotel staff of room status and availability
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Consultant/ Floor Support
Sutherland Global Service
06.2016 - 04.2019
- Maintained up to date knowledge of products and services.
- Handle supervisor/ escalated calls and respond to queries about services, product malfunctions, promotions, and billing.
- Provide expertise and guidance to the new call center recruits in the transition from classroom to floor process.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Ensure that all agents are performing at or above par.
- Monitor AHT (average handle time) or client-agent interaction time and address performance issues.
Education
Certificate - Supervisory Management
University of The West Indies
12.2021
High School Diploma -
Spalding High School
06.2015
Skills
- Supervisory Skills
- Performance monitoring
- Administrative Skills
- Employee engagement
- Workflow management
- Employee training
- Schedule management
Accomplishments
- Awarded best attendance for years 2023 & 2024.
- Supervised team of 11 staff members.
- Won team building activities.
- Awarded best handle and hold time.
Languages
English
Personal Information
Title: SUPERVISOR
**I can also be reached at 1876 431 7564 or 1876 881 6917.
Timeline
Team Lead
Visionappoint
04.2021 - 01.2025
Front Desk Agent
Sandy Haven Resort
04.2019 - 12.2021
Consultant/ Floor Support
Sutherland Global Service
06.2016 - 04.2019
Certificate - Supervisory Management
University of The West Indies
High School Diploma -
Spalding High School
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