RENIEKA SMART

199 Everest Drive

Harbour View
Kingston 17
Jamaica.
Phone: 876-346-9224
Email: namismart1996@gmail.com

PROFILE
I am an adaptable and responsible individual seeking an available supervisory position within your organisation. I am
a dynamic self-starter with exceptional knowledge of conflict resolution and communication. Skilled at working well
under pressure and communicating ideas clearly and efficiently. I have a logical mind with a practical approach to
problem solving and a drive to see things through to completion. I enjoy working on my own initiative or in a team. I
am available, reliable, trustworthy, hardworking and eager to learn.

EXPERIENCE
Lofters & Associates Ltd

Secretary

Duties:

 Making sure that calls are answered promptly.

 Assisting with all enquiries as efficiently and effectively as can.

 Providing information and assistance.

Key Skills
 Excellent Communication

 Good telephone manner

 Knowledge of customer service

 Business Experience
 Operating an online franchise (Intense Desires)

Alorica

Quality Assurance Analyst

Duties:

 Identified calls failing to meet the predefined expectations and provide input and assistance in
ensuring positive results.

 Understood the priority of the organization and evaluated call behaviors for regulatory compliance
and adherence to policy.

 Provided customer feedback and internal compliance feedback to production.

 Listened to calls either recorded live or side-by-side while communicating feedback.

 Weekly client meetings and business reviews to enhance production success

Key Skills
 Exceptional listening and analytical skills.

 Deliver coaching feedback to agents.

 Knowledge of customer service and what's expected.

Team Manager

Duties:

 Identified calls failing to meet the predefined expectations and provide input and assistance in
ensuring positive results.

 Manage performance at an agent level by coaching every CSR weekly, mentoring and progressing
with disciplinary actions when needed

 Drive employee recognition and engagement activities

 Ensure Payroll Accuracy by adjusting agent Payroll Hours daily and by reporting anomalies on their payroll

 Keep all CSRs informed about their current performance on a daily, weekly and monthly basis

 Conduct recurring meetings with QA to align on the team’s trend in performance and areas of opportunity

 Stay updated on latest policy and process changes by reviewing the Knowledge Center and handling contacts on a
weekly basis

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 Perform monitors to each CSR to inspect and follow up on the actions and feedback provided

 Support Real Time Analysts by following up with the callouts, managing the operation and walking the floor as
needed

 Follow up with and implement actions and strategies shared by the Operations Manager

 Support HR with Official and Legal documents

 Enforce internal policies amongst all CSRs

 Lead by example

EDUCATIONAL BACKGROUND
Iris Gelly Primary

2002-2008

Convent OF Mercy Academy

2008-2012

Distinction College

2013-2014

QUALIFICATIONS
CSEC

 English A

 Mathematics

 Human and Social Biology

 Geography

References
Mr. Jerome Lofters

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 Lofters & Associates Ltd

Windsor Avenue.

Kingston.