Abigail Janeise Edwards

*** ****** ****** ****, ********, Ontario L6X 2X7

Mobile: 647-***-**** Email: adx7vt@r.postjobfree.com

SKILL PROFILE

Self-motivated, dynamic young professional with diverse credentials, which combine training in supervisory management and office administration with the ability to work collaboratively, and a commitment to achieving quality successful results. Articulate, ambitious, amiable, seeking to work in any capacity that involves teamwork, tracking, and accountability of all administrative functions.

Minimized errors by eliminating confusion and any gray areas not well defined, focusing on quality and accuracy and addressing any issues that may arise inherent even during normal routine order in administrative functions.

In a very short period of work experiences have become a natural in dealing with some of the most difficult customers, which improved rapport and morale in the organization resulting in better survey results. Achieved optimal outcomes in record speed by recognizing the customers’ and clients’ needs and correcting any conflicting information that a customers may have received

Know how to handle training of new hires that resulted in being better adept for performing their job functions.

Seek to enhance office administration of office, division, and/or departmental workflow to produce quality through paying attention and implementing any policy or procedures introduced by upper management.

Qualification

Certificate in CPR, AED & First-Aid with The Nation CPR Foundation - 2023

Certificate in Personal Support Worker. College SSOR - 2022

Six Sigma Yellow Belt Certification in Project Management - May 2020

Certificate in Supervisory Management. UWI Jan 2015 - April 2015.

Diploma in Administrative Assistant. HEART Academy – Aug 2013 – July 2014

High School Graduate, Vere Technical High School – September 2008 - June 2013.

CXC: English – II, Social Studies – II, Information technology- III

EDPM – II, Principles of Business – II, Principles of Accounts – III

Professional Experience

Cxstomer: January 3 - July 5, 2022. Quality Assurance Analyst - My duties were to work directly with agents, including coaching, implementing, and monitoring preventative and corrective actions to ensure quality assurance while assisting customers through chats and emails.

Centerfield, 20-22 Trinidad Terrace, New Kingston – January 2019 – November 2021.

Training Sales Manger, my duties includes creating and nurturing high performance sales teams, and lead them to generate hit revenue forecasts and meet customer needs. Also, coaching, educating and developing agents to meet the key performance indicators set in place to make the business successful hence, meeting targets. Hence, completing daily reports and month to dates trends. Quality Analyst - Where my duties entails using specialize systems and software in completing audits and evaluations of calls taken by agents to ensure that the company’s and its third parties policies and procedures are adhered to. Hence, having effective communication with the team leads for each respective team and providing coaching to agents to develop areas of opportunities and encourage strengths, while hosting calaberations.

Alorica, 58 Half Way Tree Road, Kingston- June 2017 - January 2019

Operations Trainer & Team Manager,My duties include training, coordinating, establishing, and communicating clear objectives for lessons and units on how to perform effective customer services and the systems used, hence supervising and assisting agents.

Conduent (formerly Xerox Ja. Jamaica Ltd.),Montego Bay, St. James – January 16 – March 31 2017 Customer Care Assistant, where I performed Payroll services, including working with American and Canadian Employees such as their taxes, garnishment, pay statements, and other accounting information.

National Water Commission (NWC), May Pen, Clarendon. – January 2014 – September 30 2015.

Served in the Human Resource Department as a Clerical Officer where I performed a variety of functions including but not limited to Office administration, Customer Solutions, and directing phone communication to the appropriate desk. Effectively managed multi-tasks such as screening and filing various correspondences, assisting new trainees on assigned tasks, and ensuring optimum support for customer service relations are applied.

The Office of Disaster Preparedness and Emergency Management – October 6 – November 28, 2014. Served as Secretary for the Preparedness Operation Division where I performed duties that assisted in the review, completeness, and timely submission of required monthly board reports. Schedule and coordinate meetings with Government entities, and corporate and privately-owned companies to dialogues on matters pertaining to the prevention and implementation of procedures and process essential to risk management during a local and national disaster. Other tasks included scheduling workshops, booking reservations, office administration, and directing incoming calls to the appropriate desk.

References available upon request, available for full-time employment.

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