Neteisha Wallace

PROFILE: I am a confident individual who has proven my ability to enhance the operational efficiency, customer experience, and, ultimately, profitability of businesses over the years. I enjoyed supreme success during my employment. This opportunity will primarily allow me to amplify my contribution to the company by leveraging my talents where they can be of the greatest value. I am a dynamic team leader who can build rapport with my staff, having honed excellent verbal and written communication, interpersonal, time management, sales, and computer application skills. _____________________________________________________________________________​ CORE SKILLS: ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Operation Management​ ​ ●​ Project Management​ ​ ​ System Analysis & Designs ●​ E-Commerce​ ​ Event Management ●​ Business Plan Business Strategies and Policy ●​ Team Leadership & Support Customer Retentions ●​ Exceptional Customer Service Skills Time Management & Prioritisation ●​ End User Training Skills Account Creation & Updates ●​ Calm & Decisive Under pressure Report Writing & Editing ●​ Ability to direct work assignments to meet established performance goals Office Protocols & Procedures ●​ Ability to quickly learn and adapt to Complaint / Issue Resolution a fast-paced environment Financial Control ●​ Ability to work effectively within a Phone, Email & Face-to-Face team or manage self-driven tasks Communication​ ●​ Value Propositions ___________________________________________________________________________​ WORK EXPERIENCE: MSB Direct - Customer Support, Lead Generation, Proofreading – (Phone and Email support) Jul 2022 - Present Responsibilities: Customer Support - monitoring multiple channels with fast response times. Responding to customer inquiries, providing accurate, valid, and complete information using the correct methods/tools, troubleshooting tech problems, handling complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents, build strategies to improve the overall customer experience, and foster loyalty. CxStomer - Customer Support, Lead Generation, Proofreading – (Chat and Email support) - Jun 2021 - Jul 2022 Responsibilities: Customer Support - monitoring multiple channels with fast response times. Responding to customer inquiries by providing accurate, valid, and complete information using the correct methods/tools; troubleshooting technical problems; handling complaints; providing appropriate solutions and alternatives within time limits; and following up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents, build strategies to improve the overall customer experience, and foster loyalty. ●​ Quotas: I consistently achieved at least 80-100 interactions per day. Consoft TurboPay Payroll Ltd: Identifying Leads, Lead Generation, Appointment Setting -Sept 2018 – Nov 2021 Initial responsibilities: preparing correspondence, Accounts (Payroll, invoices, and receivables), stock checks, and filing. - Achieving monthly quota - Reporting successes and providing comments so we can keep enhancing the client experience. - Outstanding data entry skills; careful attention to every detail to achieve a successful, well-qualified sale and satisfied customers. - Schedule consultations between sales staff and prospective clients, ensuring that meetings are booked for the sales team. Project Renaissance Power Plant: Prospecting, Schedule Management, Appointment Setting May 2017 - Sept 2018 General office management: Accounts (Payroll, Invoice, and receivables), stock check, and filing. Promote its staff's professional and human development —document Controller in the Technical office and HSE Department for TSK Electronica. Sutherland Global Limited: March 2014 – Sept 2017 Responsibilities: Customer Support, Retention, Appointment Setting– monitoring multiple channels with fast response times (Chat and Email support). Handle client concerns, offer suitable solutions and alternatives within the allotted period, and then follow up to ensure the issue has been resolved. Maintained client interaction logs, handled customer accounts, and filed paperwork. Observe communication protocols, rules, and regulations. Go above and above to engage customers. ●​ Quotas: Consistently handled over 80 chats/emails daily, which included a minimum of 10 sales per day. Jamaica Agent Service, West Business Solutions: Apr 2012 - Mar 2014 Responsibilities: Telemarketing, Client Service, Customer Account Executive (Voice Support) talking to potential customers on the phone and selling products or soliciting donations. Their Duties include tracking customer contact lists. Explain the benefits or advantages of their services. Obtaining payment information if necessary. Sandals Royal Caribbean Resort and Offshore Island​ June 2009- March 2013 Responsibilities: Choreographing, décorating, Dancing, Emceeing, acting, and planning activities and events that appeal to various audiences, from children’s plays to reggae concerts. Also, as a coordinator, I plan and organise diverse events that are age-appropriate for a specific target audience and see that they run smoothly. Accomplishments: Most Outstanding Team Member Award, Golden Microphone Award, Department Team Member of the Month Award, Most Talented Contestant in Miss Sandals Royal Caribbean First Runner Up in Miss Sandals Royal Caribbean,n Most Guest Nominations Award (since 2009), Resort Team Member of the Month Award, Most Environmentally Aware Smile Award ​ ____________________________________________________________________________ EDUCATION: 2015​ ​ ​ ​ University of the West Indies - Mona 2013​ ​ ​ ​ Heart Trust/National Training Agency ______________________________________________________________________________ QUALIFICATIONS:​ ​ ​ ​ ​ ​ ​ Bachelor of Science in Law (BSc Degree) Management Studies (BSc Degree) Project Management (Certification) Business Administration (Secretarial) Level 2 & 3​ ​ ​ ​ ______________________________________________________________________________ PROFESSIONAL TRAINING:​ Oct 2013 - Secretarial Skills Level 2 & 3 Dec 201 -Leadership Courses 1, 11,111 July 2011-Customer Service Course ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ______________________________________________________________________________ COMPUTER SKILLS: Microsoft Office, Word, Excel, Access, Typing, Data Entry Concepts, Basic C Programming ______________________________________________________________________________ REFERENCES: Available on request.