Daneille Allen

Daneille Allen 50b St. Margaret’s Close, Manley Meadows, Kingston 2,-Objective To seek a challenging opportunity where I may be able to utilize my management skills in the field of customer service, risk management knowledge, educational background and my ability to work well with others, to aid in my personal and professional growth. Education caribbean advanced proficiency certifcate (CAPE) | june 2012 | wolmer’s trust high school for girls Sociology Unit 1: Grade I Communication Studies: Grade I Literatures in English: Grade II History: Grade III Caribbean secondary education certificate (csec) | june 2011 | WOLMER’S TRUST HIGH SCHOOL FOR GIRLS Mathematics: Grade I English A: Grade I English B: Grade I Spanish: Grade I History: Grade I Principles of Accounting: Grade I Biology: Grade I Information Technology: Grade I Social Studies: Grade I Skills & Abilities Management Goal-oriented Customer Support/Billing Manager with 2 years’ experience in team scheduling, time management, strategy implementation and motivating high performance teams in an effort to meet outlined key performance indicators along with any other specified metric. Sales Sales trainer with the ability to develop modules for new products/services and provide guidance on how to how to reach optimum sales performance. Proven year background in sales with special emphasis on customer care. Communication Excellent written and verbal communication skill and an empathic listener and persuasive speaker. An experienced individual in speaking to large groups in training sessions, meetings and proposal negotiations. Leadership A genuine desire to achieve, excel and evolve while supervising people and internal processes to meet all outlined goals. Team leader with a proven ability to train, supervise, motivate, and evaluate customer service representatives. Evaluating performance, programs, processes, or events and strategically developing SOPs to match any findings from any such evaluations. Experience marketing researcher | johnson’s survey research | april 2012 – February 2014 Collecting data on consumers, competitors and market place and consolidating information into actionable items, reports and presentations. Compiling and analyzing statistical data using modern and traditional methods to collect it. senior customer service/ticketing agent | gcg ground handling services | march 2014 – april 2017 Passenger check-in and boarding on international departing flights. Clearing international documents required for flight arrival and departure. Meeting outlined KPIs such as station on-time performance and low baggage claim percentage. Locating and identifying missing cargo and getting it to the customer on time to make sure promised customer satisfaction targets are maintained. Training and supporting new agents on all flight clearance procedures. customer service/billing manager | spy tec international incorporated | april 2017 – december 2018 May 2017- December 2017: Fraud Prevention Analyst that manages and maintains the company’s internal risk management and fraud detection systems. Consistently updating the rules within the administrative back end of the tool in order to reduce the amount of fraudulent transactions that are able to come into the system. Using the data that is collected by the payment management system, IP configurations, address similarity along with other key indicators to make an educated decision on processing specific payments. December 2017- December 2018: Customer Service and Billing Manger that evaluates performance reviews for the team and assesses all interactions carried out by the team from a quality perspective. Coaching, guiding and development sessions with team members based on any shortcomings found within evaluations in an effort to meet outlined quality, sales and internal KPIs. Experience with PayPal and Stripe Administration by representing and responding to disputes and chargebacks and recurring billing management. Managing all SOPs governing handling subscriptions and payment transactions. December 2017-February 2018: Consultant with the responsibility of setting up a center to house more than 20 Customer Service Representatives. Procurement of office equipment and supplies, acquiring multiple contractor quotations in an effort to issue the setup contract to the best contractor and negotiating ISP services. Overseeing the setup process of all operational equipment and consulting with accounting firms in an effort to streamline company’s finances. February 2018 – December 2018: Customer Service Trainer with the responsibility of formulating teaching outlines and determining instructional methods would be most effective in conveying learning material. Conducting training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge. Creating a final assessment to test trainees’ knowledge and skill before recommending them to begin working in the capacity of CSR. References Trishana Walker Program Director Chess Wizards 4450 N Central Ave Chicago, IL, 60630 Telephone:- Email Address:- Hector Carrillo Manager Spy Tec International Incorporated 135 W 36th Street 13th Floor New York, NY 10018 Telephone:- Email Address:- Yatri Trivedi IT Support Specialist Spy Tec International Incorporated 135 W 36th Street 13th Floor New York, NY 10018 Telephone:- Email Address:-