Harriett Franklin
Bridgetown,St. Philip
Summary
Adept at driving significant revenue growth and fostering strong client relationships, leveraged leadership and strategic planning skills. Grew business by 20%. My expertise in consultative selling and proactive problem-solving consistently enhances customer satisfaction and team performance. Dedicated Financial professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
28
28
years of professional experience
Work History
Retail Manager
Barbados Public Worker Co-operative Credit Union
08.2022 - Current
- Grew sales and boosted profits 20%, applying proactive management strategies and enhancing sales training
- Implemented and manage branch operating procedures .
- Reviewed and implemented cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to maximize team productivity.
- Managed to leadership team for implementing company policies and procedures.
- Planned, directed, coordinated and assigned manpower to efficiently meet daily service requirements and goals.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employee.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Established and cultivated solid business relationships with new or existing customers.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Evaluated performance against goals and implemented appropriate development plans.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Implemented systems and procedures to increase sales.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Managed accounts to retain existing relationships and grow share of business.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Organized promotional events and interacted with community to increase sales volume.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Prepared sales presentations for clients showing success and credibility of products.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Communicated product quality and market comparisons by creating sales presentations.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Facilitated business by implementing practical networking techniques.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Drove sales by developing multi-million dollar contract sales.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Trained team members in successful strategies to meet operational and sales targets.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
- Mentored team members to enhance professional development and accountability in workplace.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Created employee schedules to align coverage with forecasted demands.
- Managed day-to-day staffing and handled scheduling for all store employees.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
- Recruited, hired and trained over 80 associates to develop into productive team members with excellent product knowledge.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Supported executive and marketing departments in promotional asset development, material deadlines and product approvals.
- Conducted cash and key audits for controls and compliance.
- Assisted with daily cash and ATM balancing.
- Assisted clients with issues or requests and mentored employees on customer service techniques.
- Monitored performance and completed performance appraisals for reports.
- Communicated with Branch Operations Manager to inform of quality control checks and findings.
- Oversaw branch operations and workflow for consistency.
- Recommended new procedures to boost consistency and customer experiences.
- Developed and implemented strategies for top-tier customer service.
- Developed strategic plans for day-to-day financial operations.
- Supported financial director with special projects and additional job duties.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Established and checked coding procedures, monitored reports and updated internal files.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Created financial dashboards to provide insights into key performance indicators.
- Designed and maintained financial models to identify and measure risks.
- Created and managed financial models to evaluate corporate investments and acquisitions.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Boosted branch revenue through targeted marketing campaigns aimed at attracting new clients and retaining existing ones.
- Submitted loan applications to underwriter for verification and recommendation.
- Consulted customers to boost product sales and services.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Enhanced employee engagement by organizing team-building activities, training sessions, and open communication channels within the branch.
- Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Examined customer loan applications for loan approvals and denials.
- Oversaw employee recruitment processes to ensure hiring of qualified candidates who contributed positively to the bank''s goals and culture.
- Strengthened cross-selling initiatives by identifying customers'' financial needs and recommending suitable products or services.
- Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
- Increased customer satisfaction by implementing new service protocols and streamlining branch operations.
- Developed and executed strategies to grow the bank''s loan portfolio, expanding business opportunities.
- Implemented a system for tracking and monitoring sales activities, enabling data-driven decisions on branch performance and growth areas.
- Developed an ongoing training program that enabled staff members to stay current on industry trends, product offerings, and regulatory changes impacting banking practices.
- Collaborated with senior management to develop strategies for increasing market share and overall profitability.
- Complied with regulatory guidelines and requirements.
Member Relation Manager (Ag)
Barbados Public Workers Co-operative Credit union
02.2019 - 08.2022
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Coached and developed associates to improve soft skills and recovery techniques.
- Developed and implemented strategies to uphold safety and security of guests.
- Motivated and rewarded employees to improve engagement.
- Planned and implemented promotional activities to increase customer satisfaction.
- Surveyed guests to check for areas in need of improvement.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Enhanced response and resolution systems to meet changing demands.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Implemented successful strategies to increase customer satisfaction.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Evaluated and promptly resolved lodging facility operational issues.
- Supervised team of twenty one branch team
- Developed and implemented promotional strategies to increase occupancy.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Created and managed accurate occupancy forecasts and budgets.
- Fostered safe lodging environment with reliable and effective security services.
- Assisted with development and distribution of marketing materials for facility.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Developed strategic plans for day-to-day financial operations.
- Supported financial director with special projects and additional job duties.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Utilized financial software to prepare consolidated financial statements.
- Established and checked coding procedures, monitored reports and updated internal files.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Created financial dashboards to provide insights into key performance indicators.
- Conducted financial due diligence on potential investments and acquisitions.
- Designed and maintained financial models to identify and measure risks.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Created and managed financial models to evaluate corporate investments and acquisitions.
Branch Operations Officer
Barbados Public Worker Co-operative Credit Union
11.2013 - 02.2019
- Grew Loan portfolio by 30% and increase customer based 30% year on year
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Reviewed new accounts for required documentation.
- Balanced daily cash and ATM, immediately documenting inaccuracies.
- Developed and implemented strategies to deliver quality customer service.
- Conducted branch management and oversight of market area.
- Monitored performance and completed appraisals for direct reports.
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Resolved various issues impacting sales management and business operations.
- Consulted customers to boost product sales and services.
- Generated financial and operational reports to assist management with business strategy.
- Implemented service improvements to enhance sales cycle.
- Examined customer loan applications for loan approvals and denials.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Boosted sales and customer loyalty through incentive programs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Launched new training program to boost employee skills and staff retention rate.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Submitted loan applications to underwriter for verification and recommendation.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Assessed employee performance and developed improvement plans.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Identified partnership opportunities and established favorable business connections.
Regional Account Manage
Cable & Wireless
03.2009 - 10.2013
- Generated leads through networking, cold calls and industry connections.
- Renegotiated contracts with expiring accounts to continue relationships with current company clients.
- Communicated by phone, email and traveled for face to face contact for 50 accounts.
- Liaised between parent company and independent distributors.
- Utilized customer relationship management systems to document client interactions.
- Acquired extensive sales data, analyzing inventory and sales trends to predict company production.
- Reviewed orders and client requests to streamline delivery services and resolve material shortages.
- Designed and organized product packages for presentations and sold to clients within portfolio.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Achieved or exceeded company-defined sales quotas.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Contributed to event marketing, sales and brand promotion.
- Built relationships with customers and community to promote long term business growth.
- Kept detailed records of daily activities through online customer database.
- Met existing customers to review current services and expand sales opportunities.
- Attended monthly sales meetings and quarterly sales trainings.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Developed, maintained and utilized diverse client base.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Contributed to team objectives in fast-paced environment.
- Set and achieved company defined sales goals.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Maintained current knowledge of evolving changes in marketplace.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Stayed current on company offerings and industry trends.
- Informed customers of promotions to increase sales productivity and volume.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Negotiated prices, terms of sales and service agreements.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Consulted with businesses to supply accurate product and service information.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Presented professional image consistent with company's brand values.
- Quoted prices, credit terms and other bid specifications.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Recorded accurate and efficient records in customer database.
- Built diverse and consistent sales portfolio.
- Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
- Developed and maintained positive relationships with clients in assigned sales territories.
- Contacted key accounts regularly and achieved high satisfaction scores by routinely re-assessing needs and resolving conflicts.
- Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth.
- Executed successful promotional events and trade shows.
- Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
- Generated detailed sales reports and forecasts to analyze performance and track progress.
- Finalized sales contracts with high-value customers.
- Conducted product demonstrations and presentations to potential clients to capture more sales.
- Executed successful marketing campaigns to generate new business and expand customer base.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Attended industry conferences and trade shows to stay up-to-date with market trends and customer needs.
- Managed team of [Number] regional sales representatives and consistently achieved high sales targets.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Effectively recruited and hired highly talented individuals bringing exceptional skills and expertise to sales team.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Developed and managed budgets to confirm proper use of resources and maximize profitability.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Established and maintained positive relationships with vendors to determine product availability and quality.
- Exceeded sales goals by implementing aggressive sales programs, overhauling processes and facilitating market development.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Utilized internal lead referral tools to solicit new business opportunities and contacts.
- Created and implemented successful sales campaigns to drive leads and increase sales.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Monitored and adjusted pricing based on market trends and customer feedback to meet expectations and increase sales.
- Developed and implemented account management plans to establish customer satisfaction.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Wrapped, boxed and weighed bakery department products.
Account Manager
Cable and Wireless
03.2006 - 03.2009
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
- Identified key entry points to enhance market penetration and maximize returns.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Contributed to team objectives in fast-paced environment.
- Negotiated prices, terms of sales and service agreements.
- Maintained current knowledge of evolving changes in marketplace.
- Recorded accurate and efficient records in customer database.
- Met existing customers to review current services and expand sales opportunities.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Achieved or exceeded company-defined sales quotas.
- Kept detailed records of daily activities through online customer database.
- Set and achieved company defined sales goals.
- Quoted prices, credit terms and other bid specifications.
- Developed, maintained and utilized diverse client base.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Presented professional image consistent with company's brand values.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Trained new employees on customer service, money handling and organizing strategies.
- Stayed current on company offerings and industry trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Informed customers of promotions to increase sales productivity and volume.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Consulted with businesses to supply accurate product and service information.
- Contributed to event marketing, sales and brand promotion.
- Built diverse and consistent sales portfolio.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Generated advertising brochure for vendor use.
Sales Representative
Cable and Wireless
04.2000 - 03.2006
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Generated new leads through networking and attending industry events.
- Negotiated contracts with clients and developed relationships with key personnel.
- Developed and delivered engaging sales presentations to convey product benefits.
- Developed and implemented marketing plans to increase brand awareness and drive sales.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Collaborated with cross-functional teams to identify and address customer needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Managed efficient cash register operations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Wrapped, boxed and weighed bakery department products.
Executive Secretary
Cable and Wireless
04.1998 - 04.2000
- Handled confidential information in professional manner.
- Answered high volume of phone calls and email inquiries.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Transcribed phone messages and relayed to appropriate personnel.
- Coordinated travel arrangements and bookings for executive staff.
- Developed and implemented office policies and procedures to facilitate smooth workflow.
- Organized and updated schedules for executives.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Collated and distributed agendas and minutes for all executive meetings.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Orchestrated successful conferences and associated travel for speakers and attendees.
- Assisted in preparation of financial reports, budgeting and forecasting for executive office.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Documented and distributed meeting notes to identify, analyze, and improve workflows.
- Created and managed office systems to efficiently deal with documentation.
- Handled incoming and outgoing mail, email and faxes.
- Updated and maintained confidential databases and records.
- Took notes and dictation at meetings.
- Filed paperwork and organized computer-based information.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Wrote reports, executive summaries and newsletters.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Worked with senior management to initiate new projects and assist in various processes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Screened personal and business calls and directed to appropriate party.
- Coordinated events and worked on ad hoc projects.
- Volunteered to help with special projects of varying degrees of complexity.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Led staff and vendors in providing high level of service for owner and guests.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Promoted team productivity by keeping supplies organized and well-stocked.
Customer Service Representative
Cable and Wireless
12.1996 - 04.1998
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Branch Operations Officer
Barbados Publics Worker Co-operative Credit Union
11.2013 - 02.2019
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Contributed to overall company success by sharing best practices with colleagues at other branches and participating actively in cross-functional initiatives aimed at improving organizational performance on a larger scale.
- Addressed customer complaints effectively, restoring client confidence in our organization while preventing similar issues from arising again in the future.
- Reviewed new accounts for required documentation.
- Conducted regular audits to ensure adherence to internal controls, preventing potential fraud or mismanagement incidents.
- Enhanced customer satisfaction with prompt issue resolution and personalized service.
- Monitored market trends closely in order to make informed decisions regarding product offerings, pricing strategies, and promotional activities aimed at driving revenue growth effectively over time.
- Managed daily operations, ensuring smooth and efficient branch functioning.
- Increased revenue by identifying growth opportunities in the market and executing targeted marketing campaigns.
- Implemented process improvements that increased operational efficiency without compromising service quality standards or client satisfaction levels.
- Resolved escalated issues promptly, demonstrating strong problem-solving skills while maintaining professionalism at all times.
- Reduced operational costs through thorough expense analysis and implementation of cost-saving measures.
- Developed strong relationships with clients to foster loyalty and new business referrals.
- Maintained compliance with all regulations, policies, and procedures to minimize risk exposure for the organization.
- Monitored performance and completed appraisals for direct reports.
- Developed and implemented strategies to deliver quality customer service.
- Oversaw staff recruitment, training, and development initiatives to build a high-performing team capable of meeting branch objectives consistently over time.
- Coached team members on best practices, enhancing their skill sets for career advancement opportunities within the company.
- Improved branch efficiency by streamlining operational processes and implementing best practices.
- Balanced daily cash and ATM, immediately documenting inaccuracies.
- Conducted branch management and oversight of market area.
- Achieved sales targets consistently by motivating employees through goal-setting exercises as well as offering ongoing support when needed.
- Optimized workflows within the branch so that resources could be allocated more efficiently based on changing demands throughout any given day.
- Collaborated with other departments to maximize cross-selling opportunities and improve overall performance metrics.
- Evaluated employee performance regularly, providing constructive feedback designed to help each individual reach their full potential on the job.
- Ensured accurate record-keeping by implementing robust documentation systems for financial transactions and customer interactions alike.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Examined customer loan applications for loan approvals and denials.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Consulted customers to boost product sales and services.
- Submitted loan applications to underwriter for verification and recommendation.
- Complied with established internal controls and policies.
- Developed strategic plans for day-to-day financial operations.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Utilized financial software to prepare consolidated financial statements.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Established and checked coding procedures, monitored reports and updated internal files.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Created financial dashboards to provide insights into key performance indicators.
- Designed and maintained financial models to identify and measure risks.
- Conducted financial due diligence on potential investments and acquisitions.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Created and managed financial models to evaluate corporate investments and acquisitions.
Education
MBA -
Edinburgh University
Scotland (Ongoing)Bachelor of Science - Business Management
University of West Indies
University Of West Indies07.2006
Associate of Science - Marketing
Barbados Community College
Ivey St. Michael08.2001
Skills
- Business Development and Planning
- Strategic Planning
- Strategic Partnership
- Profit and Revenue-Generating Strategies
- Revenue Enhancement
- New Business Generation
- Excellent Communication Skills
- Client Relationship Management
- Operations Management
- Staff Recruitment
- Coaching and Mentoring
- Operating Procedures and Policies
- Consultative Selling and Cross -Cultural Sales
Timeline
Retail Manager
Barbados Public Worker Co-operative Credit Union
08.2022 - Current
Member Relation Manager (Ag)
Barbados Public Workers Co-operative Credit union
02.2019 - 08.2022
Branch Operations Officer
Barbados Public Worker Co-operative Credit Union
11.2013 - 02.2019
Branch Operations Officer
Barbados Publics Worker Co-operative Credit Union
11.2013 - 02.2019
Regional Account Manage
Cable & Wireless
03.2009 - 10.2013
Account Manager
Cable and Wireless
03.2006 - 03.2009
Sales Representative
Cable and Wireless
04.2000 - 03.2006
Executive Secretary
Cable and Wireless
04.1998 - 04.2000
Customer Service Representative
Cable and Wireless
12.1996 - 04.1998
MBA -
Edinburgh University
Bachelor of Science - Business Management
University of West Indies
Associate of Science - Marketing
Barbados Community College
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