Shanice Dell
Lot 45 Adelphi Gardens
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Analyst
RTR International
07.2022 - Current
- Improved product quality by implementing rigorous testing procedures and adhering to industry standards.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Reservation Sales Agent
Conversion International Ltd
07.2022 - 09.2022
- Boosted customer satisfaction by efficiently managing reservation inquiries and accurately booking travel arrangements.
- Maintained high-quality service standards by swiftly resolving guest issues and addressing special requests.
- Increased revenue with upselling techniques and promoting additional services or packages to guests during the reservation process.
- Enhanced teamwork, collaborating closely with colleagues to ensure smooth operations and optimal guest experiences.
Recruiter/HR Administrative Assistant
Visionary Outsourcing Solutions Ltd
09.2021 - 07.2022
- Increased candidate placements by developing and maintaining relationships with clients and candidates.
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Improved employee retention rates through thorough candidate screening and interview techniques.
- Streamlined communication between candidates and hiring managers, leading to higher satisfaction on both sides.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
- Leveraged LinkedIn Recruiter tool effectively, broadening network connections and identifying passive candidates.
- Actively participated in industry conferences and networking events, keeping up-to-date on current trends and expanding professional network.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
- Studied job descriptions and qualifications to determine applicant requirements.
- Developed recruiting strategies to identify qualified candidates and build network.
- Collaborated with hiring managers to understand job requirements and expectations.
- Operated and maintained applicant tracking and candidate management systems.
- Collaborated with HR leadership regarding candidate salary determinations.
- Completed human resource operational requirements by scheduling and assigning employees.
- Advocated for staff members, helping to identify and resolve conflicts.
- Developed and monitored employee recognition programs.
- Maintained confidentiality of sensitive HR information, adhering to strict privacy guidelines at all times.
- Answered and redirected incoming phone calls for office.
- Processed employee termination paperwork at direction of supervisory staff.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Set up orientations and initial training for new employees.
- Conducted exit interviews with terminated employees.
- Participated in job fairs to recruit new talent.
Customer Service Representative/ Collections Agent
ITel BPO
03.2018 - 06.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Certificate - Warehousing And Inventory Management
University of The Commonwealth Caribbean (UCC)
2024
Certificate - Human Resources Management
University of The Commonwealth Caribbean (UCC)
2024
Associate of Science - Hospitality And Tourism Management
Montego Bay Community College
06.2015
Skills
- Decision-Making
Able to perform intermediate computer skills
Ability to type 40 WPM
Experience in Human Resource Management/Recruiting, Quality Assurance and Customer Service
- Adaptability
- Reliability
- Multitasking Abilities
Languages
English
Full Professional
Certification
NCTVET Certified in Quality Service Delivery
CPR Certified
Team Jamaica Certified
Timeline
Quality Analyst
RTR International
07.2022 - Current
Reservation Sales Agent
Conversion International Ltd
07.2022 - 09.2022
Recruiter/HR Administrative Assistant
Visionary Outsourcing Solutions Ltd
09.2021 - 07.2022
Customer Service Representative/ Collections Agent
ITel BPO
03.2018 - 06.2019
Certificate - Warehousing And Inventory Management
University of The Commonwealth Caribbean (UCC)
Certificate - Human Resources Management
University of The Commonwealth Caribbean (UCC)
Associate of Science - Hospitality And Tourism Management
Montego Bay Community College
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