Food
Winesha Smith
English Tutor/Customer Service Representative
Old Harbour
Summary
Results-driven professional with a versatile background in customer service, administrative support, and online tutoring. Seeking a challenging position to leverage exceptional communication, problem-solving skills, and technology expertise. Dedicated to contributing to organizational growth by delivering high-quality work, handling sensitive information with professionalism, and utilizing strong interpersonal skills, attention to detail, and a strong work ethic to achieve company goals. With over four years of experience as a Customer Service Associate at Ibex Global, consistently exceeding performance metrics, resolving complex inquiries with tact, and maintaining a positive brand image in high-volume, customer-focused environments. As a certified TEFL educator and online English tutor with Cambly Inc., designs personalized learning experiences for global students, tailoring sessions to individual goals and language proficiency. Proven ability to manage sensitive information, multitask, and maintain meticulous attention to detail enables effective contributions to both educational and customer service settings. Driven by a commitment to excellence and community engagement, prepared to bring valuable interpersonal skills and a proactive work ethic to any team.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
English Tutor
Cambly Inc
01.2021 - Current
- Conducted live one-on-one English tutoring sessions with students from diverse backgrounds, developing personalized lesson plans tailored to individual goals, interests, and language proficiency levels
- Assisted students in enhancing their English skills across grammar, vocabulary, speaking, listening, and writing
- Utilized a variety of teaching materials and online resources, including videos and interactive activities, to improve learning outcomes
- Provided constructive feedback and maintained a positive, supportive environment that fostered confidence and fluency, while adapting teaching strategies in real-time to address specific student needs and challenges
- Enhanced students'' reading and writing skills by implementing interactive and engaging lesson plans.
Customer Service Representative
Ibex Global
01.2018 - 05.2022
- Delivered exceptional customer service through phone, email, and chat by assisting with inquiries, resolving order issues, and providing product support
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained in-depth knowledge of products, services, and promotions, consistently meeting or exceeding performance metrics and handling high call volumes with efficiency
- Managed escalated concerns with professionalism, ensuring customer satisfaction and fostering loyalty
- Acted as a brand ambassador, using active listening skills to understand and address customer needs, creating positive customer experiences.
Human Resource Specialist (Acting)
Ibex Global
01.2019 - 01.2020
- Experienced in file and database management, providing comprehensive administrative support to the HR department by managing employee files, maintaining HR databases, and processing HR-related paperwork
- Proficient in preparing HR documents including offer letters, contracts, and employment verification letters
- Possess strong analytical skills for conducting research and data mining, with the ability to visualize and communicate findings effectively
- Skilled in synthesizing large volumes of data for presentations and meetings, and knowledgeable in employment laws to address employee inquiries regarding their employment
- Ibex Global Jamaica
Data Entry Clerk
Police Records /Automated Fingerprint Identification System (AFIS) Office
07.2018 - 08.2018
- Responded to client inquiries both in person and over the phone, providing professional and courteous assistance while maintaining the integrity and confidentiality of sensitive information
- Assisted the data entry team in entering and organizing fingerprint data and handled administrative duties such as filing, record retrieval, and organization
- Demonstrated strong interpersonal and communication skills to assist customers with queries daily
- Followed established procedures to ensure data integrity and security, responded to inquiries from internal departments, and manually filed documents, recorded information, and sorted important and confidential materials regularly
- Organized, sorted, and checked input data against original documents.
Filing Assistant
Central High School
01.2017 - 12.2017
- Experienced in manual file management, sorting and filing student records in alphabetical order, and organizing documents according to established procedures to ensure easy access and a smooth workflow
- Handled sensitive and confidential information with professionalism while maintaining data security protocols
- Conducted regular audits of the filing system to identify and resolve discrepancies or misfiled documents
- Assisted colleagues in locating and retrieving specific files or information, consistently providing excellent customer service
- Optimized space utilization within the filing area through strategic planning and rearrangement of files when needed.
Education
High School Diploma -
Glenmuir High School
May Pen, Clarendon 05.2011 - 01.2016
Caribbean Advanced Proficiency Exam
Glenmuir High School - Sixth Form
May Pen, Clarendon 05.2016 - 01.2018
Skills
Skilled in Customer Relationship Management Tools
Certification
120 Hour Advanced TEFL/TESOL Certificate, TEFL Universal, Completed the TEFL Universal 120-Hour TEFL Certificate Course, which provided comprehensive training in teaching methodologies, lesson planning, classroom management, and language awareness. The course included strategies for teaching diverse age groups, cultural awareness, and practical teaching experience, equipping me with the skills and knowledge necessary to effectively teach English as a foreign language.
Social Links
Winesha Smith, Winesha Smith, Winesha Smith
Activities
- Volunteer
- Pianist
- Chef
Personal Information
- Date of Birth: 03/24/99
- Marital Status: Single
Awards
- Merit Award for CAPE Unit 1, 2018
- Top Youth Mentor, 2017
- Top Achiever for CXC, 2016
Disclaimer
I hereby declare that the information provided in my resume is true and accurate to the best of my knowledge. I understand that any misrepresentation or omission of facts may lead to disqualification or termination of employment if discovered at a later date.
Interests
Travel
Culture
Communication
Hobbies
- Cooking
- Singing
- Watching Movies
- Listening to Music
Timeline
120 Hour Advanced TEFL/TESOL Certificate, TEFL Universal, Completed the TEFL Universal 120-Hour TEFL Certificate Course, which provided comprehensive training in teaching methodologies, lesson planning, classroom management, and language awareness. The course included strategies for teaching diverse age groups, cultural awareness, and practical teaching experience, equipping me with the skills and knowledge necessary to effectively teach English as a foreign language.
12-2022
English Tutor
Cambly Inc
01.2021 - Current
Human Resource Specialist (Acting)
Ibex Global
01.2019 - 01.2020
Data Entry Clerk
Police Records /Automated Fingerprint Identification System (AFIS) Office
07.2018 - 08.2018
Customer Service Representative
Ibex Global
01.2018 - 05.2022
Filing Assistant
Central High School
01.2017 - 12.2017
Caribbean Advanced Proficiency Exam
Glenmuir High School - Sixth Form
05.2016 - 01.2018
High School Diploma -
Glenmuir High School
05.2011 - 01.2016
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