Robert Allen

Robert Allen Senior Team Leader - ·- Skills Employee Recruitment & Retention Coaching & Mentorship Leadership & Management Employee Training Profile I am an extremely hard-working, quick-learning and flexible Leader who has had the benefit of a strong background in Training and Quality. With the application of Training Methodology in the Operations space, I have benefitted from tremendous results and have been promoted quickly to senior leadership as a result. My strengths include being adaptable, having the ability to generate new ideas, and being able to motivate others. I am also an excellent communicator and an ardent team player who believes in the values of punctuality and dedication. Scheduling Reporting Microsoft Excel Microsoft PowerPoint Problem Solving Hobbies Reading, Spending Time With Family, Going Home to Rural St. Ann, Travelling to New Places EXPERIENCE Senior Team Lead, Advantage Communications, Portmore January 2022 — Present • Prioritized leadership development through weekly Team Lead coaching and 1v1 Sessions. • Assessed Team Lead coaching compliance and effectiveness through weekly Triad sessions. • Effectively Managed a Team consisting of 10+ leaders toward achieving client KPIs and maximizing productivity and revenue. • Monitored team performance and worked to increase team morale and motivation. • Encouraged Team engagement through various initiatives and competitions. • Communicated effectively with stakeholders, senior management, and team members including presenting business results in weekly, monthly, and quarterly business reviews. • Kept team on target by hosting daily stand-up meetings and weekly team meetings to review team performance • Set and maintained the Team Leaders' schedule to maximize efficiency and ensure coverage. • Managed Team Lead accountability through coaching, Performance Improvement Plans (PIPs), and Corrective Action Plans (CAPs). • Completed quarterly goal setting sessions and and Team Lead Appraisals • Supervised the Nesting process for new agents and conducted nesting endorsement sessions at the end of the nesting period • Trained and on-boarded new leaders including sensitizing them to company policies and procedures • Managed Team Attendance/Absenteeism Team Leader, Advantage Communications Jamaica, Kingston October 2020 — January 2022 • Elevated team performance with expert training and mentoring of new associates. • Improved operational efficiency by working with senior management to implement and enhance policies and procedures. • Kept team on-task and promoted collaboration by smoothly handling both internal and external complaints. • Maximized quality and productivity with thorough training and consistent monitoring of team performance. • Improved team performance by coaching employees in new techniques and monitoring daily activities. Facilitator, Advantage Communications Jamaica, New Kingston December 2015 — October 2020 Evaluated employee training progress and assessed need for supplemental training or certifications. • Provided daily updates to department managers on training accomplishments and challenges. • Analyzed employee performance to identify training requirements and develop suitable learning plans. • Tracked and measured personnel development results to ensure high levels of return on investment. • Coordinated job shadowing opportunities, and internships. • Designed and conducted post-training evaluations and assessments to ensure adherence to training objectives. • Developed leadership potential at all ranks with targeted programs. • Built life-long and job-specific skills in employees using special training classes. • Attended meetings and seminars to obtain information for use in training programs or to inform management of training program status. Quality Assurance Analyst, Advantage Communications Jamaica, Kingston June 2017 — July 2018 • Assessed agent calls daily, and successfully provided coaching and feedback resulting in improved call quality of agents assigned to me. • Calibrated with clients, leadership team and support staff to ensure consistency across the various lines of business. • Represented quality team in cross-functional work through well-built test plans and informative reports on QA team findings. • Maintained current knowledge of procedures and procedural updates. Legal Administrative Clerk and Personal Assistant, Stokeley Marshall Co. – Attorneys-at-Law , St. Andrew December 2008 — February 2009 • Prepared legal documents such as motions, affidavits, and warrants for use by Attorney-at-Law. • Process Serving. • Delivered wide range of legal and administrative support to Stokeley Marshall and Co. • Fielded inquiries over telephone and in-person from involved parties. • Delivered exceptional clerical support to attorneys and staff, including typing memos and photocopying supporting documentation. • Documented client interviews, hearings and depositions for evidentiary purposes. • Conducted legal research to locate laws and court decisions relevant to pending cases. • Organized and maintained current law library and office file system. • Preparing monthly report for Law Firm, Research, Corporate communications, file management, customer service. Customer Service Representative, Digicel Jamaica, New Kingston February 2010 — November 2010 • Maximized satisfaction by anticipating needs and consistently offering expert support. • Protected customer and company information with strict use of established security procedures. • Investigated and resolved customer concerns related to their mobile service. • Met inbound customer needs while maintaining strict performance targets. • Answered customer questions about policies and procedures with friendly and knowledgeable approach. Customer Service Representative, Advantage Communications Jamaica, Kingston July 2015 — December 2015 • Answered customer questions about policies and procedures with friendly and knowledgeable approach. • Investigated and resolved customer concerns related to order inquiries and delivery tracking. • Protected customer and company information with strict use of established security procedures. • Maximized satisfaction by anticipating needs and consistently offering expert support. • Processed refunds, exchanges, and company credits for customers facing issues such as damaged products and unsatisfactory quality upon delivery • Met inbound customer needs while maintaining strict performance targets. • Resolved issues based on thorough investigations of concerns. Customer Service Representative - Sales, HESIC Internationa;l , St Andrew August 2015 — December 2015 • Marketing Role - Successfully offering competitive satellite and internet technology alternatives to customers without service due to lack of availability or customers paying exorbitant costs. • Increased revenue with proactive follow up on previous purchases and maintaining contact with frequent customers. • Answered customers' questions about products, prices, and availability. • Captured sales through effective product demonstrations and persuasive communication skills to overcome objections. • Satisfied customers through efficient payment processing and delivery coordination. Education BA Language and Literature (Partial), The Mico University College, Kingston August 2010 — July 2014 High School Certificate, York Castle High School, Brown's Town, St. Ann September 2001 — July 2006 A-Levels, Pre University School of The West Indies, St. Andrew August 2008 — July 2009 A-Level Literature A-Level Abnormal Psychology Courses Insite Trainer Certification January 2019 — March 2019 CCM-Call Center Management Certification March 2022 — March 2022 References Stokeley Marshall from Stokeley Marshall Co Attorney-at-Law- ·-Marsha Dawkins from Advantage Communications- ·-