Tracey-Ann Clarke
Kingston
Summary
Experienced Manager with expertise in Project Management, Human Resources, and Customer Service. Proven success in enhancing client satisfaction and optimizing operations through strong analytical skills and exceptional interpersonal communication. Demonstrated track record of streamlining processes to drive operational excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operation and Logistics Officer
DeeNick Brothers Ltd
01.2025 - Current
- Optimized stock management to prevent shortages and boost client satisfaction.
- Joined forces with various departments to optimize operations, achieving a 15% improvement in efficiency.
- Provided assistance in managing HR duties related to recruitment, training implementation, and administrative responsibilities.
- Optimized coordination between operations and HR, leading to improved productivity.
Chat Moderator/Team Lead
GigCX Marketplace (Pizza Hut)
09.2023 - 06.2024
- Managed team of 65 Service Providers to enhance adherence to community guidelines.
- Streamlined processes through coordinated efforts, achieving a 30% improvement in turnaround time.
- Increased efficiency by managing multiple chat interactions concurrently.
- Analyzed and reported trends related to customer responses about promotions shared in conversations.
- Maintained operational efficiency through strategic task management during peak hours.
- Provided insights through comprehensive reporting.
- Ensured compliance with platform guidelines by instructing users on proper conduct.
Chat Monitor Assistant
Gigcx Marketplace (Pizza Hut)
07.2022 - 09.2023
- Supervised real-time interactions to maintain protocol standards.
- Addressed agent inquiries promptly to boost user satisfaction.
Collections Specialist
Advantage Communication Inc (Flow Jamaica)
10.2021 - 03.2022
- Conducted account reconciliations to detect outstanding debts.
- Evaluated customer payment records to create customized collection strategies aligned with company goals.
- Handled both manual and automated dialed outgoing calls.
- Secured commitments on payment dates from clients.
- Consistently provided outstanding service on collection calls, ensuring a calm approach.
- Strengthened client rapport, leading to more effective collection strategies.
- Achieved higher payment rates through effective negotiation of repayment terms.
Team Manager
Gigcx Marketplace (Recipe Unlimited)
08.2020 - 10.2021
- Enhanced team collaboration among operational and logistics professionals.
- Increased productivity through enhanced clarity in team communications.
- Analyzed performance data for strategic decision-making.
- Organized periodic team meetings to encourage the exchange of knowledge, resolve issues, and boost morale.
Team Supervisor
Gigcx Marketplace (Recipe Unlimited)
06.2020 - 08.2020
- Encouraged teamwork across departments for better collaboration.
- Resolved workplace conflicts to foster effective collaboration.
- Developed and implemented performance objectives in collaboration with top management.
- Led evaluations of 130 service providers, analyzing individual achievements and team workflow data.
Customer Service Representative
Gigcx Marketplace (Recipe Unlimited)
10.2019 - 07.2020
- Handled high-pressure scenarios adeptly, ensuring efficiency in conflict resolution.
- Addressed customer complaints with empathy, enhancing customer loyalty.
- Handled customer inquiries about products, services, and company details.
- Enhanced client satisfaction through effective communication, resulting in positive feedback.
- Boosted sales by effectively upselling products and services tailored to customer needs.
Education
Associate of Science - Operations And Product Management
University of the Commonwealth Caribbean (UCC)
KingstonCertificate - Project Management
Distinction College
Kingston 12.2021
Skills
- CRM Tools: Proficient in Zendesk and Salesforce
- Data Management: Experienced in data entry and documentation using Microsoft Office and Google Suite for efficient operational reporting
- Project Management: Knowledgeable in project lifecycle management, focusing on stakeholder communication and risk mitigation strategies
Technical Skills
- Strong problem-solving and critical thinking abilities
- Excellent verbal and written communication proficiency, leading to improved team collaboration and client relationships
- Effective leadership and team management, successfully guiding teams to exceed performance metrics
Soft Skills
Certification
- Project Management Professional (PMP)
- Certified Administrative Professional (CAP)
- EF SET English Certificate, 76/100, C2 Proficient, 04/25
Languages
English
Bilingual or Proficient (C2)
Timeline
Operation and Logistics Officer
DeeNick Brothers Ltd
01.2025 - Current
Chat Moderator/Team Lead
GigCX Marketplace (Pizza Hut)
09.2023 - 06.2024
Chat Monitor Assistant
Gigcx Marketplace (Pizza Hut)
07.2022 - 09.2023
Collections Specialist
Advantage Communication Inc (Flow Jamaica)
10.2021 - 03.2022
Team Manager
Gigcx Marketplace (Recipe Unlimited)
08.2020 - 10.2021
Team Supervisor
Gigcx Marketplace (Recipe Unlimited)
06.2020 - 08.2020
Customer Service Representative
Gigcx Marketplace (Recipe Unlimited)
10.2019 - 07.2020
Associate of Science - Operations And Product Management
University of the Commonwealth Caribbean (UCC)
Certificate - Project Management
Distinction College
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