Sasha-Gay Bramwell
Montego Bay
Summary
Dedicated and adaptable customer service manager with a strong background in delivering exceptional service and effectively navigating dynamic environments. Proven ability to resolve customer concerns and consistently exceed expectations. Seeking to leverage expertise within a progressive hospitality organization.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
Itel International (Optimum Mobile)
04.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Hotel Front Desk Supervisor
Sea Garden Beach Resort
11.2023 - 05.2024
- Trained new staff on correct procedures, compliance requirements, and performance strategies
- Collaborated with team members to handle guest requirements from check-in through check-out
- Oversaw front desk operations with an eye for hotel reputation, staff productivity, and operational efficiency.
Event Intern
Reggae Sumfest
Montego Bay
07.2023 - 07.2023
- Assisted Ultra VIP members in locating their seats, ensuring a seamless and personalized experience.
- Maintained the organization of the Ultra VIP area, contributing to a high standard of service.
- Monitored access points to prevent unauthorized entry, enhancing security and exclusivity.
Operations Supervisor
Itel International (Optimum Mobile)
06.2019 - 04.2023
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Coached employees through day-to-day work and complex problems
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
Customer Service Representative Team Lead
Conduent
04.2013 - 01.2018
- Provided expert guidance and support to customer service representatives, ensuring high-quality customer interactions and timely resolution of complex issues
- Developed and delivered training programs to educate customer service team on industry best practices, product knowledge, and customer skills.
Education
Diploma - Customer Service Supervision Management
Granville Vocational Training TVET Institute
Jamaica01.2022
Level II Certification - Customer Service Management
Falmouth Vocational Training Center
Jamaica12.2021
High School Diploma -
Bishop Gibson High
Jamaica06.2009
Skills
- Verbal and Written Communication
- Complex Problem-Solving
- Decision-Making Skills
- Leadership Management
- Good Time Management skills
- Guest Satisfaction
- Efficient Service
- Customer Experience
- Customer Reservations
- Phone Etiquette
Certification
- Diploma in Customer Service Supervisory Management
- Level II Certificate is Customer Service (Office Admin)
Timeline
Hotel Front Desk Supervisor
Sea Garden Beach Resort
11.2023 - 05.2024
Event Intern
Reggae Sumfest
07.2023 - 07.2023
Operations Manager
Itel International (Optimum Mobile)
04.2023 - Current
Operations Supervisor
Itel International (Optimum Mobile)
06.2019 - 04.2023
Customer Service Representative Team Lead
Conduent
04.2013 - 01.2018
Diploma - Customer Service Supervision Management
Granville Vocational Training TVET Institute
Level II Certification - Customer Service Management
Falmouth Vocational Training Center
High School Diploma -
Bishop Gibson High