Kelly Overington

Kelly Overington Tel- Profile ● ● ● Dedicated. I am accustomed to long demanding hours and I possess the ability to work well under pressure with the drive to complete and solve tasks and problems. Communicator and Negotiator. My presentation, interpersonal and linguistic skills have contributed to successful interaction with customers at all levels whilst providing excellent customer service. Flexible. Working autonomously or as a team member, I can quickly adapt to new environments and willingly accept new challenges. EMPLOYMENT HISTORY OMNI Security Inc. - Customer Service & Scheduling Manager (Remote) August 2021 - Present ● Focusing on the VOC - Voice of the customer to improve and develop new strategies and drive engagement ● Responding to customer queries within our 60minute guarantee at a rate of 100% to either solve a customer issue or schedule a service - developed a way to track this internally and manage to be effective ● Tier 1 technical support via zoom/over the phone customers and the development of guides and resources to help basic needs - constantly adding value to our products ● Managing my team and department - analyzing areas of improvement and weak spots as well as key areas of praise and development opportunities ● Scheduling of technicians to job sites, meetings, company-wide goals and training sessions ● Keeping accurate records and information up to date as well as confindetial and secure due to the nature of the business ● Issuing contracts, renewals and dealing with basic accounting tools e.g. creating estimates, invoices, updating payments details ● Time management pro - juggling KPIs, rocks, as well as customer calls and queries. Prioritizing tasks, work and maximising the use of my calendar ● Involved in residential sales - designing systems, promoting, selling and growing our client accounts ● Experience with: Activecampaign, Google suite, outlook, skype, MITEL phone system, Quickbooks, Internally developed automation platform, Dropbox, spiceworks, Basecamp, PandaDocs, Eversign, alarm.com, Rapid Response, Brinks Time Doctor - Onboarding Specialist & Sales Development Representative (Remote) August 2020 - August 2021 ● Experience in both outbound and inbound roles ● Developing my customer support approach using tools to communicate and assist clients through remote sessions/ sending of help articles/Phone contact ● Research, respond, engage and qualify leads and inquiries ● Cold calling and emailing ● Schedule appointments and demos ● Capability of understanding customer pain points and requirements ● Aptitude to manage numerous requests and time demands concurrently, while achieving production goals ● Strong sense of urgency for reaching goals and key deliverables. Acts without being told what to do. Brings new ideas to the company ● Experience with: SalesLoft, Hubspot, Slack, Zoom, G suite, Stripe, Intercom, FreshDesk, FreshWorks, Aircall Palfish - Teaching English as a Foreign Language (Remote) February 2020 - August 2021 ● Ensuring high quality lessons are delivered to students from age 2 to adults ● Lesson planning ● Professional, yet animated and engaging teaching ● Self promotion and marketing ● Received the reliable teacher award for no absences/lateness/cancellations ● Ability to think on feet and sustain and re engage struggling students ● Flexibility to meet students needs such as schedule requests ● Commitment to working demanding hours due to time difference in China where most students are located Kuoni Travel – Destination Representative Maldives & Mexico (Including USA and Canada operations) September 2014 – April 2020 ● Experience working both remotely and, on the ground ● Providing a first class experience to clients, ensuring customer satisfaction exceeds expectations ● Building rapport with hoteliers over the phone in both USA and Canada and liaising closely with resort and airport personnel on the ground ● Furthering knowledge of Mexico, USA and Canada to provide key, useful in-depth information to customers ● Ensuring vital daily reports are filled out and detailed to keep management up to date on operation ● Dealing with all resort and vacation queries locally and internationally ● Being on call 24/7 in all time zones serviced ● Promoting, selling, changing and reporting extra activities and itinerary amendments ● Dealing with customer complaints and resolving issues within a 24 hour window ● Being the face of the brand in the resort and ensuring a positive image over phone communications ● Using tools such as – Skype, Whatsapp, text message, email, internally developed CRM International House Mexico - Cambridge Exams Invigilator 2017 - 2020 - Seasonal work (0 hour contract) ● Exams invigilator for my suite exams and IELTS ● Ensuring the security of the examination before, during and after the examination ● Preventing possible candidate malpractice ● Preventing possible administrative failures ● Liaising with the examination officer and senior invigilator Costa Coffee – West Street Horsham October 2013 – August 2014 Barista Working in a pressured and customer service centric team environment responsibilities included: ▪ Till work, handling large amounts of cash and training in safe operations and cashing up ▪ Quality control, ensuring brand standards are met ▪ Refund procedures ▪ Maintain an excellent customer service relationship and ensuring NPS scores are reached and if possible exceeded ▪ Stock and inventory control ▪ Ensuring maximum food hygiene at all times ▪ First aid, health and safety Roffey/Horsham youth club (Voluntary- Voluntary youth worker ▪ Working in a diverse environment responsibilities included: ▪ Interacting with the children who attend ▪ Giving advice and guidance ▪ Trained in confidentiality issues ▪ Setting up and creating factual activities in a creative engaging way FURTHER TRAINING/SKILLS ● Goal Setting course Dale Carnegie, Udemy people focused selling, Hubspot inbound selling certification ● 120 hour TEFL certification - Teaching English as a foreign language certification from MyTefl. Qualified to teach ESL (English as a second language) students. Passed October 2019. ● IELTS invigilator course - Trained on how to properly conduct IELTS high security exam invigilation, and other Cambridge English exams (Young learners, PET, KET, FCE, KAE). ● PADI Advanced Rescue Diver qualification with nitrox. ● Duke of Edinburgh bronze and silver – Working in a team to navigate and push ourselves physically and mentally over a course of 2-3 days. This also involved taking part in extensive voluntary and skill work over a period of minimum 6 months per each individual award. Voluntary positions included Cancer research charity shop, library worker, Youth club volunteer). Commitment to a goal and perseverance.First Aid – Multiple certifications in first aid training including CPR and defibrillation. ● Food hygiene level 2 – Level 2 qualification on food hygiene. ● Junior Sports Leadership – Leading a group of primary school children in physical activity lessons. Shows ability to direct and lead a group of people. ● Karate and kickboxing black belt, studying control and self defence. Teaching younger students blocks and kata. HOBBIES AND INTERESTS As an individual I am a very outgoing person. Travel is something that is close to my heart and I enjoy exploring new places and immersing myself in local culture. Getting off the beaten track and pushing myself out of my comfort levels is where I grow. This can be seen in my relocation to foreign countries and extensive travel. Scuba diving and water activities like kayaking and sailing are also something I spend my spare time doing. I enjoy being busy and taking part in physical activities. EDUCATION The College of Richard Collyer, 2012 – 2015 First year Second year Media AS B Sociology AS B Business (BTEC level 3 Diploma) Distinction * Sociology A2 Business (BTEC level 3 Diploma) Spanish ABC level 2 Resort reps B Distinction pass pass Millais school- Subject English Literature English Language Maths Science IT Philosophy and ethics History Geography Spanish DT Resistant materials PSHE Grade A A B B A A B B B C Pass REFEREES Mick Kitor (Time Doctor VP of sales) --Umair Azher (OMNI Security operations manager)-Belkis Lopez (Kuoni Destination manager in Mexico) --Andres Arronte (Kuoni Destination supervisor in Mexico) --Fabiola Jimenez (International House Riviera Maya Cambridge exams manager) --