Highlights:Over ten (10) years experience as senior administrative professional in multinational organizations. As leader of customer service department, has taken key role in improving customer experience through mentoring, directing, supervising overall functions and staff of customer service operation, handling top professional support services, providing personal interaction, and resolving varied client inquires and complex issues.

Skills:customer service, human resource, administrative

Goal:Customer service management role in fast paced environment, where managing, leading and assuming responsibilities of all customer service activities and services, will ensure that the organization has broad-based, satisfied customers..

Honor:MBA Certificate (Florida International University) Bachelor of Science Degree Human Resource Management

Customer Service Manager 11/2012 - current
Facey Commodity Company Ltd., Kingston, Jamaica
Industry: Wholesale and Retail Distribution
Identify and implement strategies to improve quality of service, productivity and profitability. Liaise with management to support and implement growth strategies, Co-ordinate and manage customer service projects and initiatives Evaluate and manage staff (10) performance
Define and communicate customer service standards; review and assess customer service contracts. Oversee the achievement and maintenance of agreed customer service levels and standards; direct the operations of the customer service team. Plan, prioritize and delegate work tasks to ensure proper functioning of the department Ensure the necessary resources and tools are available for quality customer service delivery Review customer complaints; track customer complaint resolution; Handle complex and escalated customer service issues--
Customer Service Specialist 10/2010 - 12/2010
J. Wray & Nephew Ltd., Kingston , Jamaica
Industry: Manufacturing
Generate new and repeat sales by providing product information in a timely manner. Determine customer requirements and expectations in order to recommend specific products and solutions. Recommend alternate products based on cost, availability or specifications and accurately process customer transactions such as orders, quotes or returns. Provide accurate information regarding availability of in-stock items and fill requests for orders, information or samples. Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.
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Customer Service Manager 06/2007 - 06/2010
Kingston Logistics Centre, Kingston, Jamaica
Industry: Warehousing/Distribution Centre
Sets and achieves department goals and results and ensures adherence to organizational procedures, policies, and systems. Develops job performance standards and goals for all Representatives to achieve the organization’s customer service and retention goals and assist in reaching revenue objectives. Assists in the recruitment and hiring of the most qualified applicants to meet the needs of the front end.
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Administrator, Corporate & Divisional Affairs 01/2004 - 04/2007
Jamaica Producers Group Ltd, Kingston, Jamaica
Industry: Agriculture/Agroprocessing/Manufacturing
Provide direct assistance to the CEO and Group Divisiopnal Managers
Coordinated HR and staff welfare functions including uniform design, procurement and distribution program; employee long service awards, staff outings, employee mobile telephone system Representing the company at sundry meetings with governmental agencies and NGOs Preparation of reports on trade, environmental, purchasing and corporate development issues for Chairman, Group Managing Director, Divisional Managers Compile newsletters, press releases and promotional materials and responding to stakeholders request on the website. Retain the library of materials from the media; print, radio and television Oversee timely submission of monthly financial reports by business unit managers and accurate compilation for board and strategic review. Maintaining relationships with and co-ordinating visits from and to key international customers, suppliers and business partners from Central America, United Kingdom, the EU and the United States.--
Purchaser/Buyer 01/2000 - 03/2003
Jamaica Producers Group Ltd, Kingston, Jamaica
Industry: Agriculture/Agroprocessing/Manufacturing
Act as negotiator between the company and suppliers on procurement contracts; keep informed of all new developments relative to available resources; make recommendations designed to reduce costs, update systems, and provide environmentally approved materials and services.
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Executive Assistant 09/1993 - 12/1999
Jamaica Producers Group Ltd, Kingston, Jamaica
Industry: Agriculture/Agroprocessing/Manufacturing
Provide direct assistance to the Director of Public Relations and Company Director
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Executive Assistant 10/1988 - 09/1993
Desnoes & Geddes Ltd (Red Stripe), Kingston, Jamaica
Industry: Manufacturig
Provide support to Managers in Human Resource Department and Senior Vice President Finance
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Oberlin High School 09/1982 - 07/1987
St. Andrew, , Jamaica
Degree: High School Or Below
Major:Business Administration
High School Diploma

SoniaCV
SoniaCV
Customer Service Manager