Theresa A. Williams
Kingston,St. Andrew
Summary
Dedicated and adaptable professional with a proactive attitude, and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Monitoring Agent
Hawkeye Jamaica
Kingston, St. Andrew
07.2025 - Current
- Monitored incoming customer inquiries and escalated issues to appropriate departments.
- Responded promptly to alarms and emergency situations, coordinating with local authorities.
- Used radio, phone or computer to direct crews and other field units to appropriate sites.
Workforce Real Time Analyst
Advantage Communication Inc
New Kingston, St. Andrew
11.2021 - 07.2025
- Solves customer's enquiries
- Monitored real-time labor performance metrics and identified areas for improvement.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
Customer Service Representative
Advantage Communication Inc
New Kingston, St. Andrew
04.2017 - 11.2021
- Troubleshoot Flow customers internet, cable and landline Pitch Sales
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Customer Service Representative
Xerox / Conduent
New Kingston, St. Andrew
09.2015 - 03.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Assistant Teacher
George Headley Prinary
Kingston, St . Andrew
11.2013 - 06.2015
- Acting in the absence of Class Teacher
- Marking of Books
- Create Classroom Charts
- Assisted classroom teacher in developing and implementing lesson plans.
- Provided individualized instruction to students who needed additional assistance.
- Supervised small group activities.
- Helped maintain a safe and orderly learning environment.
Education
High School Diploma -
School of Excellence
3 Balmoral Ave06.2015
High School Diploma -
Merl Grove High
77 Constant Spring Rd, Kingston 10.2013
Skills
- Multitasking, initiative, and problem-solving abilities
- Proficiency in using Microsoft Word
- Team management
- Capable of working in a fast-paced environment
- Ability to verbally communicate with people inside and outside the organization
Certification
Merl Grove High (September 2008 – July 2013) Caribbean Secondary Examination Certificate
English A
Social Studies
Religious Studies
Principle of Business
Electronic Document Preparation Management
Mathematics
References
Available upon request.
Timeline
Monitoring Agent
Hawkeye Jamaica
07.2025 - Current
Workforce Real Time Analyst
Advantage Communication Inc
11.2021 - 07.2025
Customer Service Representative
Advantage Communication Inc
04.2017 - 11.2021
Customer Service Representative
Xerox / Conduent
09.2015 - 03.2017
Assistant Teacher
George Headley Prinary
11.2013 - 06.2015
High School Diploma -
School of Excellence
High School Diploma -
Merl Grove High