Dynamic Customer Service Leader and Trainer
Resume:
CORNELLIA HAYDEN-
WILSON
Mount Vernon, NY *****
*********@*****.***
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer Focus
Workload Management
Motivational Skills
Employee Scheduling
Performance Coaching
Operational Excellence
Performance Appraisal
Team Leadership
Customer Service
Decision-Making
Staff Management
Team Leader Manager • First Regional Co-operate Credit Union Jamaica West Indies • April 2014 to July 2018
Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office. Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
Led employee relations through effective communication, coaching, training, and development.
Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision. Conducted performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees. Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals. Ensured compliance with industry-specific regulations by adhering to appropriate policies and procedures for the team's operations. Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction. Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
Developed strong relationships with cross-functional departments to support successful project execution.
Streamlined communication within the team for better collaboration and decisionmaking.
Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team's experiences. Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures. PROFESSIONAL
SUMMARY
SKILLS
WORK HISTORY
Cashier Supervisor • First Regional Co-operate Credit Union Jamaica West Indies • March 2011 to April 2014
Accurately counted drawers at start and end of shift. Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.
Maintained a high level of professionalism in all interactions, setting a positive example for the cashier team and cultivating an environment of respect and trust. Resolved customer issues for front-line by employing strong operations knowledge and problem-solving abilities.
Cashier • First Regional Co-operate Credit Union
Jamaica West Indies • January 2009 to March 2011
Welcomed customers and helped determine their needs. Worked flexible schedule and extra shifts to meet business needs. Operated cash register for cash, check, and loan transactions with excellent accuracy levels.
Built relationships with customers to encourage repeat business. Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Associate Of Science - Business Studies • Browns Town Community College Jamaica West Indies
Bachelor Of Science In Business Administration - Accounting • Northern Caribbean University
Jamaica West Indies • August 2014
EDUCATION
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