WENDY HACKETT
326 Emerald Park West, Six Roads,
Summary
Critical thinking Operations Coordinator with proven success at driving software projects to meet business and user needs. Integrates technical with broad understanding of stakeholder requirements. Works under pressure and communicates concisely and clearly with customers, developers and management.
Dynamic Operations Coordinator committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.
Critical thinking Operations Coordinator with proven success at driving software projects to meet business and user needs. Works under pressure and communicates concisely and clearly with customers, developers and management.
Overview
35
35
years of professional experience
Work History
Software Analyst/Operations Coordinator
The Caribbean Broadcasting Corporation
The Pine, St. Michael
09.2005 - 03.2021
- Enhanced end-user experience by identifying and resolving software issues.
- Worked closely with business users and business analysts to understand functionality and propose creative solutions to meet business needs.
- Boosted client satisfaction by communicating effectively with stakeholders throughout the development process, ensuring their needs were met.
- Supported smooth integration of new systems by conducting thorough risk assessments prior to implementation.
- Improved software efficiency by analyzing user requirements and recommending solutions.
- Played a key role in successful project completions through diligent work prioritization and time management skills under tight deadlines.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Customer Service Supervisor
The Caribbean Broadcasting Corporation
The Pine, St. Michael
03.1993 - 09.2005
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Customer Service Representative
The Caribbean Broadcasting Corporation
The Pine, St. Michael
03.1987 - 03.1993
- Handled customer inquiries and suggestions courteously and professionally.
- 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.
- 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.
- 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.
Data Entry Clerk
The Royal Bank Of Canada
Bridgetown
06.1986 - 03.1987
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Verified accuracy of data entered into system to produce error-free reports.
Education
Bachelor of Arts - Psychology
The University of The West Indies
Cave Hill Campus, University Hill, St. Michael10.2010
Associate of Applied Science - Computer Studies
The Barbados Community College
The Ivy, St. Michael09.2002
Skills
- Application support
- Client Relations
- Customer Service
- Customer Assistance
- Complex Problem-Solving
- Reliable and Responsible
- Customer Transactions
Timeline
Software Analyst/Operations Coordinator
The Caribbean Broadcasting Corporation
09.2005 - 03.2021
Customer Service Supervisor
The Caribbean Broadcasting Corporation
03.1993 - 09.2005
Customer Service Representative
The Caribbean Broadcasting Corporation
03.1987 - 03.1993
Data Entry Clerk
The Royal Bank Of Canada
06.1986 - 03.1987
Bachelor of Arts - Psychology
The University of The West Indies
Associate of Applied Science - Computer Studies
The Barbados Community College