Montego Bay Store Manager

Ana Yansy Martinez Watson

346-***-**** - ***************@*****.*** - 1303 Gears RD Apto 1219. Houston Texas Profile Experienced professional dedicated to empowering immigrant minority communities through cultural preservation, integration, and tailored support services. Resilient and empathetic, with a strong background in navigating diverse cultural landscapes and overcoming barriers to uplift others. Passionate about creating impactful solutions and fostering unity in diverse communities. Work Experience

Assistant Store Manager (Jun. 2010 - Jul. 2018)

New Roxy Fashion Depot - 62 Barnett St. Montego Bay, St. James

- Developed and delivered structured lessons to teach Spanish as a second language, focusing on grammar, vocabulary, and conversational skills.

- Created an engaging learning environment by incorporating cultural topics such as history, music, and traditions.

- Assessed students' progress and provided tailored support to enhance their language skills.

- **Highlights:**

- Improved student proficiency in Spanish through innovative teaching methods.

- Fostered cultural appreciation and bilingual capabilities among students. Bilingual Representative (Jul. 2018 - Aug. 2019)

Teleperformance - Freeport. Montego Bay, St. James

- Managed inbound and outbound collection calls, ensuring compliance with company standards.

- Provided live translations during calls to assist clients and internal teams.

- Maintained detailed records of interactions and resolutions.

- **Highlights:**

- Successfully resolved complex customer cases, earning commendations for customer service.

- Helped improve communication efficiency through bilingual support. Spanish Quality Assurance (Sep. 2019 - Mar. 2024)

National Credit Adjusters (NCA) - Freeport. Montego Bay, St. James

- Monitored and graded calls for compliance with company quality standards.

- Participated in calibration sessions to maintain evaluation consistency.

- Provided detailed feedback to agents to enhance performance and adherence to guidelines.

- **Highlights:**

- Received the 2022 Impact Award for exceptional contributions to the Compliance department.

- Developed practices that led to measurable improvements in agent performance. Bilingual HR Officer (Apr. 2024 - Jan. 2025)

Estel Jamaica Ltd - 18 Queens Dr. Montego Bay, St. James

- Assisted in recruitment activities such as resume screening and scheduling interviews.

- Supported employee onboarding through orientation and documentation preparation.

- Coordinated training programs to promote employee development.

- Maintained employee records and ensured compliance with company policies.

- **Highlights:**

- Enhanced recruitment timelines by introducing efficient scheduling procedures.

- Strengthened employee engagement and retention through effective onboarding initiatives. Education

Pre University Institute Rolando Perez Quintoza (Aug. 1998 - Jun. 2001) Havana (current Mayabeque)

- Completed a rigorous program in mathematics, literature, sciences, history, and foreign languages.

- Developed strong academic skills and civic values within Cuba's universal education system. HEART/NSTA Trust (Apr. 2021 - Apr. 2022)

Montego Bay, St. James

Fundamentals of Customer Engagement**

HEART/NSTA Trust Jamaica [Year Completed]

- Acquired expertise in customer interaction and engagement within the BPO sector. Skills

Effective Communication

Active Listening

Problem-Solving

Customer Relationship Management

Empathy in Service

Time Management

Team Collaboration

Coaching and Mentorship

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