Serah D. Jolly
Penrise/Belles,Dominica
Summary
Seasoned Quality Assurance Coach with a proven track record at Clear Harbor Dominica, adept in leveraging exceptional organizational skills and leadership abilities to enhance team performance. Excelled in customer service, significantly improving client satisfaction through meticulous attention to detail and effective communication. Demonstrated expertise in computer skills and a strong capacity to thrive in high-paced environments.
Overview
11
11
years of professional experience
Work History
Quality Insurance Coach
Clear Harbor Dominica
10.2021 - 11.2024
- Monitor the performance of new trainees and assigned associates using client guidelines.
- Deliver immediate feedback, promptly after observing performance, using the Clear Harbor feedback model.
- Address performance gaps with demonstration, imitation, and repetition based on on-the-job training
- Audit and prepare customized reports as needed (i.e., escalated quality issues)
- Participate in weekly calibration sessions, including sourcing calls, booking conference rooms, and compiling audit talking points
- Communicate patterns and trends of quality issues to management.
Associate/ temp supervisor
Clear Harbor Dominica
09.2019 - 10.2021
- Answer inbound calls, and customers inquire in a timely manner.
- Update customers' accounts with notes based on inquiries.
- Resolve customers' and clients' problems quickly and efficiently.
- Provide excellent customer service to customers based on the client's guidelines.
- Reviewing and providing associates with resolutions to resolve customers' complaints.
- Mentoring agents on opportunities to create a great experience for customers.
- Review associate tickets to ensure customers are provided with correct resolutions
- Assisting with taking supervisor-level calls to resolve concerns at a higher level.
Part-time Secretary
Computer Reset
, Antigua
02.2019 - 07.2019
- Make and receive calls
- Assist customers with printing, Scanning, E-mailing and internet use
- Inventory
- Greetings and offering help to customers
- Receive payments by cash, cheques for services and products that the company offers
- Messenger
Outdoor Sales Agent
Flow Dominica
Roseau, Dominica
03.2018 - 06.2018
- Market products and services sold by the company.
- Sell products and services sold by the company
- Receive payment, and give accurate change.
- Write out receipts
Cashier
Save A lot
Roseau, Dominica
01.2017 - 09.2017
- Receive payments by cash, check, credit cards, vouchers, and automatic debits.
- Issue receipts, refunds, credits, or change due to the customers
- Greet customer
- Maintain a clean checkout area.
- Count the money in the cash drawer at the beginning of shifts to ensure that the amount is correct and has adequate change.
- Ensure that the candy shelves are neatly and orderly packed
Customer Service Representative
Franks Plumbing
Point Michel, Dominica
04.2014 - 06.2015
- Greet customers, and offer assistance.
- Receive payments by cash or check.
- Issue change to customers, receipts, and refunds.
- Prepare estimates, bills, and invoices.
- Ensure the store is clean
- Ensure that the shelves are neatly packed
- Fieldwork (assist with plumbing jobs)
Education
Youth skill training - Computer literacy training
Youth Skills Training
Castle Bruce07.2016
High School Diploma - General subjects including Mathematics and English
Castle Bruce Secondary School
Castle Bruce06.2012
Skills
- Computer skills
- Oral and written communication
- Flexible
- Organizational skills
- Attention to detail
- Multitasking
- Team player
- Interpersonal skills
- Customer service skills
- Time management
- Supervisory skills
- Leadership skills
- Ability to prioritize tasks
- Ability to delegate tasks
- Ability to function well in a high-paced environment
- Ability to function well in a stressful environment
Extracurricular Activities
Dominica Cadet Corps, 09/01/08, 06/30/11
References
- Allan Charles, Desktop technician/ Logistics Coordinator, Clear Harbor Dominica, Canefield, Dominica, 1(767)6172894
- Mr. Ryan Baptiste, Retired Army Sergeant/Retired teacher/Entrepreneur, Atlanta, Georgia, USA, 1(347) 471-7081
Timeline
Quality Insurance Coach
Clear Harbor Dominica
10.2021 - 11.2024
Associate/ temp supervisor
Clear Harbor Dominica
09.2019 - 10.2021
Part-time Secretary
Computer Reset
02.2019 - 07.2019
Outdoor Sales Agent
Flow Dominica
03.2018 - 06.2018
Cashier
Save A lot
01.2017 - 09.2017
Customer Service Representative
Franks Plumbing
04.2014 - 06.2015
Youth skill training - Computer literacy training
Youth Skills Training
High School Diploma - General subjects including Mathematics and English
Castle Bruce Secondary School
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