Jalean Antrobus
Bridgetown,08
Summary
Dynamic leader with a proven track record at KM2 Solutions, excelling in project management and team leadership. Skilled in risk analysis and relationship building, I've driven program success and client satisfaction through innovative strategies and effective communication. Achieved significant improvements in productivity and efficiency, demonstrating exceptional problem-solving and critical thinking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Rubis Gas Station
03.2015 - 05.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalations efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Improved customer satisfaction by addressing inquiries and resolving issues promptly.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Built relationships with customers and community to promote long term business growth.
Program Manager
KM2 Solutions
05.2017 - Current
- Built strong relationships with clients for collaborative project success.
- Developed mitigation strategies for project risks to ensure continuity and success.
- Addressed client concerns with tailored solutions to enhance satisfaction.
- Coordinated team efforts for project milestones, driving engagement and accountability.
- Developed and executed project plans for successful program implementation, resulting in increased productivity.
- Presented regular updates to senior leadership on program status, achievements, risks and mitigation strategies.
- Facilitated change management efforts during major transitions or restructuring events within the organization.
- Aligned program goals with organizational strategy, driving sustainable growth and overall success.
- Improved business program efficiency by streamlining processes and implementing automation tools.
- Collaborated with cross-departmental teams for seamless integration of business programs into existing systems and processes.
- Conducted thorough market research and analysis, leading to informed decision-making and strategic planning.
- Established performance metrics to track progress against goals, enabling proactive adjustments as needed.
- Championed a culture of innovation and continuous learning within the team, resulting in the implementation of best practices and industry standards.
- Mentored junior team members, fostering professional development and boosting overall team capabilities.
- Enhanced stakeholder satisfaction through effective communication and timely delivery of projects.
- Oversaw budget planning and financial reporting for all assigned programs ensuring optimal utilization of resources.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Coached team members on productivity strategies to accomplish challenging goals.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
High School Diploma -
Christ Church Foundation School
Bridgetown, Barbados07-2011
Associate of Arts - Sociology And Literature
Barbados Community Collage
Bridgetown, Barbados08-2013
Skills
- Problem-solving
- Project management
- Detail-oriented
- Team leadership and direction
- MS office applications
- Policy and procedure improvements
- Training and development
- Critical thinking
- Work Planning and Prioritization
- Flexible and adaptable
- Attention to detail
- Customer service
- Relationship building
- Public speaking
- Program reviews
- Remote team management
- Risk analysis and management
- Vendor management
- Work delegation
- Quality control
Travelling
I love travelling to new destinations, taking in the sights and culture. This helps me to regroup and inspire new goals and ideas.
Languages
English
Full Professional
Timeline
Program Manager
KM2 Solutions
05.2017 - Current
Customer Service Representative
Rubis Gas Station
03.2015 - 05.2017
High School Diploma -
Christ Church Foundation School
Associate of Arts - Sociology And Literature
Barbados Community Collage
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