Charity Programs
Tracy-Ann Campbell-Baker
Team Lead
Summary
Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
7
7
years of professional experience
Work History
Acting Team Manager
Ibex Global
Portmore
10.2023 - 12.2023
- Led employee relations through effective communication, coaching, training, and development.
- Administered monthly reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Developed performance measurement strategies, identifying areas for improvement.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Delivered regular team meetings for aligned work towards common goals.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance on weekly basis and coached and trained 15-18 team members, increasing quality of work and employee motivation.
Team Lead
Ibex Global
Portmore
09.2020 - 10.2023
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Technical Support Representative
Ibex Global
03.2020 - 08.2023
- To assist customers with Daily technical issues such as troubleshooting Phone and internet connectivity
- Also to assist customers with connecting personal device to the internet, Changing wifi password or Email password while educating customer on how to get it done on theirsw3w end..
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to phone and Internet technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone.
Operations Team Lead
Alorica
02.2018 - 01.2019
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
Acting Supervisor
Alorica
10.2017 - 02.2018
- Handled customer complaints, resolved issues, and used empowerment based on policies to meet changing needs.
- Achieved results by working with staff to meet established targets.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Solicited customer feedback to identify and improve on areas of weakness.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
Trainer
Alorica
58 Half Way Tree Road, Kingston
07.2017 - 10.2017
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Prepared and presented supplementary learning material to support structured lessons.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Recruited and trained new members of guest service team.
- Tracked attendance and evaluated progress for assigned trainees.
- Introduced standardized training for cohesive learning environments.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Customer Care Representative
ACS Xerox Company
Naggo Head, Portmore, St. Catherine
08.2016 - 03.2017
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Navigated multiple computer systems and applications to find information.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Toll Collector
Jamaica North South Highway Company
Linstead
11.2014 - 08.2016
- Collected tolls, provided change and issued receipts to motorists quickly to maintain traffic flow.
- Classified all vehicles passing through toll lanes in accordance with procedural requirements.
- Monitored toll lane activity and generated operational reports.
- Operated toll collection equipment and processed toll payments accurately.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Identified and resolved discrepancies and errors in customer accounts.
Library Assistant
Linstead Branch Library
Linstead
01.2012 - 01.2013
- Placed books on proper shelves when returned to circulation.
- Answered patron questions in-person or by phone regarding library services and resources.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Answered questions from patrons and helped to find desired materials.
- Stayed up-to-date on library policies and procedures to smoothly enforce standards.
- Organized library shelves, materials and equipment in clear, alphabetized order.
- Assisted patrons with printing and copying according to personalized requirements.
- Helped children select appropriate reading level library books.
- Monitored library environments to maintain safe, hazard-free settings.
- Located library materials, resources and technologies to fulfill patron requests.
- Set up computer and digital device access, providing assistance with use and operation.
- Processed library card applications and maintained patron records with accurate contact information.
- Created welcoming and comfortable space by keeping library clean and organized.
- Assisted patrons with library's computers and provided information on logging onto Internet.
- Answered phone and in-person inquiries about library services, policies and procedures to provide accurate information.
- Helped patrons locate resources using catalog and circulation systems.
- Offered basic reference assistance to support information needs.
Teacher's Assistant
Rose Mount Primary & Junior High
01.2010 - 09.2011
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supported student learning objectives through personalized and small group assistance.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Handed out classroom materials, like pencils, paper, and crayons.
- Graded assignments and reported individual progress to teacher.
- Helped teachers recognize learning issues evidenced in one-to-one support instruction.
- Worked with lead teacher to monitor class schedule and take attendance.
- Supported classroom activities, tutoring, and reviewing work.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Supported classroom maintenance and upkeep, organizing books and materials.
Education
High School Diploma -
McGrath High School
St Catherine 08.1998 - 06.2003
No Degree - House Keeping And Restaurant Service
Ebony Park Heart Academy
Clarendon 05.2001 -
No Degree - Supervisory Management
Lluidas Vale Heart Academy
Remote 05.2001 - 01.2003
Skills
Complaint resolution
Key performance indicators
Performance improvement
Technical Support
Daily workflow improvement
Dependable and Responsible
Cultural Awareness
Interpersonal Communication
Decision-Making
Knowledgeable in Micro Soft words , Excel and Power point]
Employee Evaluation
Safety processes and procedures
Account management
Interests
Assisting the less Fortunate
Timeline
Acting Team Manager
Ibex Global
10.2023 - 12.2023
Team Lead
Ibex Global
09.2020 - 10.2023
Technical Support Representative
Ibex Global
03.2020 - 08.2023
Operations Team Lead
Alorica
02.2018 - 01.2019
Acting Supervisor
Alorica
10.2017 - 02.2018
Trainer
Alorica
07.2017 - 10.2017
Customer Care Representative
ACS Xerox Company
08.2016 - 03.2017
Toll Collector
Jamaica North South Highway Company
11.2014 - 08.2016
Library Assistant
Linstead Branch Library
01.2012 - 01.2013
Teacher's Assistant
Rose Mount Primary & Junior High
01.2010 - 09.2011
No Degree - House Keeping And Restaurant Service
Ebony Park Heart Academy
05.2001 -
No Degree - Supervisory Management
Lluidas Vale Heart Academy
05.2001 - 01.2003
High School Diploma -
McGrath High School
08.1998 - 06.2003