Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Shantol Appleton

Montego Bay,St. James

Summary

Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.

Seasoned Operations Manager and talented leader with four years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

13
13
years of professional experience

Work History

Operations Manager

Itel
12.2020 - Current
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Streamlined operational processes by implementing efficient workflow management strategies.
  • Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

SupervisorFg

Itel
01.2020 - 12.2020
  • For 1 year I oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Reservation Sales Agent

Itel
01.2019 - 01.2020
  • Ensured timely responses to guest inquiries via phone, email, or online chat platforms, providing exceptional customer service throughout each interaction.
  • Streamlined reservation processes by proficiently utilizing various software systems and tools for booking and tracking reservations.
  • Contributed to a positive work environment, effectively communicating with team members and management to address concerns or share success stories.
  • Increased revenue with upselling techniques and promoting additional services or packages to guests during the reservation process.
  • Handled reservations and answered questions from interested patrons for busy [12] hotel.

Analyst

Kiwanjah LTD
01.2015 - 01.2017
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • I educated staff on organizational mission and goals to help employees achieve success for 2 years.

Assistant Manager

Kiwanjah LTD
01.2015 - 01.2017
  • Overseeing of supervisors
  • Overseeing of projects
  • Communicating with clients
  • Training of agents
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Analyzed sales data to identify trends and adjust inventory orders accordingly.
  • Managed and monitored 30 agents to endure quality and customer satisfaction on all calls

Reservation Sales Agent

ADS Global
01.2015 - 09.2015
  • Customer service reservation agent for Grand Palladium
  • Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
  • Answered incoming phone calls and addressed questions from customers.
  • Handled reservations and answered questions from interested patrons for busy 17-hotel.

Junior Analyst

Kiwanjah LTD
01.2014 - 01.2015
  • Supported senior analysts with ad-hoc data analysis requests, ensuring accurate results were delivered in a timely manner.
  • Participated in special projects as assigned by senior leadership team members while maintaining core responsibilities as Junior Analyst.
  • Monitored and reported financial discrepancies to senior analysts to maximize reporting efficiency.
  • Consolidated financial models for company efficiency creating 3.5% monthly growth sales.

Inbound Agent

Kiwanjah LTD
01.2013 - 01.2015
  • Managed high call volume periods adeptly, employing effective multitasking abilities to ensure minimal disruption in service.
  • Diffused escalated situations by remaining calm under pressure and delivering empathetic resolutions for dissatisfied customers.
  • Participated in ongoing 2 training programs to stay current on industry trends and enhance skills as an Inbound Agent.
  • Managed 150 incoming calls daily

Quality Assurance

Kiwanjah LTD
01.2013 - 01.2014
  • For 1 year I implemented quality assurance measures, resulting in improved product quality and customer satisfaction ratings.
  • Oversaw quality assurance measures to ensure product reliability and reduce customer complaints.
  • Prepared reports for workload and performed quality assurance.
  • Implemented quality assurance measures to ensure consistent delivery of exceptional support services.

Customer Service Rep

Kiwanjah LTD
01.2012 - 01.2013
  • Data Base Editing and updating
  • Tracking and updating Attendance
  • PDF Printing
  • Experienced with Excel 2013
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

Herbert Morrison Technical High School -

Herbert Morrison Technical High School
Montego Bay St. James
01.2009

Howard Cooke Primary -

Howard Cooke Primary
Montego Bay St. James
01.2004

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Operations monitoring
  • Operational efficiency
  • Employee relations and conflict resolution
  • Planning and implementation
  • Staff training
  • Decision-making
  • Process improvement
  • Strategic planning

Personal Information

  • Date of Birth: 01/01/92
  • Marital Status: Single

Timeline

Operations Manager

Itel
12.2020 - Current

SupervisorFg

Itel
01.2020 - 12.2020

Reservation Sales Agent

Itel
01.2019 - 01.2020

Analyst

Kiwanjah LTD
01.2015 - 01.2017

Assistant Manager

Kiwanjah LTD
01.2015 - 01.2017

Reservation Sales Agent

ADS Global
01.2015 - 09.2015

Junior Analyst

Kiwanjah LTD
01.2014 - 01.2015

Inbound Agent

Kiwanjah LTD
01.2013 - 01.2015

Quality Assurance

Kiwanjah LTD
01.2013 - 01.2014

Customer Service Rep

Kiwanjah LTD
01.2012 - 01.2013

Herbert Morrison Technical High School -

Herbert Morrison Technical High School

Howard Cooke Primary -

Howard Cooke Primary
Shantol Appleton