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Work Background
Good Media MarketingSales Manager
Dec. 2023 - May. 2024
AirliusDirector of Customer Success
Oct. 2023 - Jul. 2024Achieved increased client satisfaction, enhanced retention rates by 25%, and empowered the teams' overall improvement in engagement and productivity. Built and managed CRM system with integrated project management systems. Collaborated cross-functionally with teams. Implemented scalable processes, resulting in a 20% improvement in team efficiency. Championed a customer-centric culture, driving cross-functional collaboration and ensuring alignment with customer needs and expectations. Directed marketing campaigns
Keeton PRAdministrative and Invoicing Assistant
Jan. 2023 - Jan. 2024- Collaborating with internal teams, such as finance, or operations, to ensure smooth coordination of billing and invoicing processes.
- Accurately entering data into systems or databases (Quickbooks) ensuring completeness and consistency of information. Regularly updating and maintaining customer databases with relevant data.
- Generating invoices, accurately inputting data, and ensuring timely delivery of invoices
- Verifying invoice information, such as product or service details, pricing, and terms, to ensure accuracy
- Handling ad-hoc tasks and managing administrative systems.
Money With MissionChief Operating Officer and Integrator
Sep. 2022 - Jun. 2023- Collaborating with the CEO and organizational team to develop and execute the organization's strategic initiatives, goals, and objectives. Providing insights and recommendations to drive operational efficiency and achieve long-term growth.
- Overseeing day-to-day operations, ensuring that all business functions are running smoothly and efficiently. Monitoring key performance indicators (KPIs) and implementing measures to optimize operational performance, productivity, and profitability.
- Identifying opportunities for process improvement, streamlining operations, and implementing best practices to enhance efficiency and effectiveness. Encouraging innovation and driving a culture of continuous improvement throughout the organization.
- Establishing performance metrics and evaluation processes to assess the organization's progress towards goals. Providing regular reports and updates to the CEO and board of directors on operational performance, challenges, and opportunities.
Pipeline EquityOpearations Specialist
Aug. 2022 - Jan. 2023Remote- Provided administrative assistance to the CEO and executive team by managing schedules, organizing meetings, handling correspondence, and maintaining files and records.
- Built and maintained positive relationships with internal and external stakeholders, including clients, partners, and employees. Acted as a liaison between the executive and various parties, facilitating effective communication and collaboration.
Gym LaunchCustomer Success Representative
Apr. 2021 - Mar. 2022United StatesPRESTIGE LABS
- Built and maintained strong relationships with customers, acting as their trusted advisor and main point of contact
- Proactively monitored customer accounts, identifying opportunities for upselling or cross-selling while driving customer retention and expansion.
- Advocated for customer needs and requirements within the company, collaborating with internal teams to ensure customer success and satisfaction.
- Enforced excellent customer service, interacting with affiliates including high-profile gym and gym franchise owners, and being an efficient bridge between the client and the affiliate manager.
- Remained error free in updating customer and affiliate accounts. - Maintained a 5-star customer satisfaction rate by conducting extensive client research to aid in making product recommendations, upselling products, and sending gifts to clients for a more pleasant, personalized, and efficient customer journey.
- Promptly handled inbound client inquiries through email, phone, sms, and chat concerning products, policies, affiliate training resources, etc. - Created a process to monitor affiliate and client trends to optimize the affiliate onboarding and training process measurably eliminating several grey areas within the affiliate journey.
Clear HarborCustomer Service Representative
Jul. 2020 - Apr. 2021DominicaBRISTOL WEST INSURANCE, From the Farmers group of Companies • Handling upwards of 100 inbound & outbound customer calls per day • Utilizing an expansive salesforce database to accurately inform and advise clients on the specifications of insurance policies, the company’s services & coverage options •Using company software to make amendments to customer billing & policy accounts, which included
voiding refunds, transferring funds, redistributing credits to various billing accounts, applying discounts, waiving fees, issuing & reissuing refunds, making payment arrangements, assisting with automatic payments, updating payment plans, updating coverages as well as driver attribute & vehicle information.
• De-escalating irate customers using a strategic method that included showing empathy, active listening, acknowledgment of issue & taking accountability.
• Generating, editing & distributing important policy documents & information per company & US State guidelines to customers, agency staff, agents, federal and corporate organizations by utilising internal & external software, email, fax, & electronic request mailing outbox
• Identifying issues & applying relevant technological solutions per company reference data base
• Simplifying complicated insurance related terminology, clauses & terms of service to ensure that the customer has a better understanding of policies & guidelines
• Assisting customers with understanding various numeric billings & accounts
• Assisting licenced insurance agents with completing & or understanding tasks
related to accounting and policy details
• Documenting in standard American English important specifics of customer queries,
inquiries & request & actions taken as well as advice and instructions given
• Reporting back to management & supervisory panel the details in its entirety of overall call handling, time management, quality, documentation, & verification of both inbound & outbound interactions
Self-employedPrivate Tutor
Sep. 2018 - Jun. 2021Tutored CSEC Mathematics and English, Basic Calculus, College Writing, Principles of Business for CSEC. •Identified academic weaknesses and strengths of students •Created personalized roadmaps set wit tactical strategies to achieve objectives based on students learning style and speed •Coached students on personal time management, creating and maintaining a success mindset, goal setting and prioritizing •Planned and delivered one-on-one lessons and other learning activities in accordance to students specific syllabus and/or curriculum both through online platforms and in person. •Assessed students progress and conducted fortnightly progress analysis and discussion. Adjusted roadmap to better meet the needs of students and to more effectively reach towards set academic goals
Freelance (Self employed)Executive Assistant
Jan. 2018 - Jan. 2023
Island Style Fishing, Whale Watching and ChatersAdministrative Assistant and Customer Success Specialist
Jan. 2018 - Jul. 2022Dominica
XeroxOffice Assistant
Sep. 2016 - Aug. 2018DominicaProvided comprehensive support across teams, aiding in research, errands, and special projects as required. Spearheaded initiatives that boosted office productivity by 25%. Diligently monitored and upheld equipment functionality and maintenance standards, ensuring seamless operations.
Clarocision Research & MarketingMarket Researcher
Jun. 2016 - Aug. 2016
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