Simone Francis

Resume

SKILLS SUMMARY

More than 8 years successful experience in customer service and support with recognized strengths in problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
Possess solid computer skills.
Excellent working knowledge using Microsoft Excel, Microsoft Word and Internet
Ability to train, motivate and supervise customer service employees.
Conduct audits and variance analyses, process
 

EXPERIENCE

Administrative Analyst, Canadian Visa Application Centre (BBG Management)

Montego Bay — October 2018 – Present

Oversee office procedures for Visa Applicants
Greet all visa applicants entering the Visa Application Centre.
Review the visa applications for completeness.
Identify deficiencies in visa application papers and warn applicant in a correct manner when deficiency is detected.
Compile daily, weekly and monthly reports.
 

Hostess and Project Director Personal Assistant, Travel Smart Vacation Club (Sunset Marketing)

Falmouth, Trelawny (Royalton White Sands) — November 2014 – July 2018
Keeping record of the number of couples that arrive in the hostess area each day.
Ensure than all the necessary documents are prepared and are accurate.
Upload all guest details to the system.
Ensure daily reports are accurate and sent on time.
Perform a wide range of administrative and office support activities for the department and/or managers and supervisors to facilitate the efficient operation of the organization.
Create and distribute reports as needed.
Administrative Analyst, Canadian Visa Application Centre (BBG Management)

Montego Bay — April 2014- September 2014

Oversee office procedures for Visa Applicants
Greet all visa applicants entering the Visa Application Centre.
Review the visa applications for completeness.
Identify deficiencies in visa application papers and warn applicant in a correct manner when deficiency is detected.
Student Assistant (Library), University of the West Indies WJC

Montego Bay — 2013-2014

Assist students with locating books and other material.
Completing Inventory of books within library.
Complete printing services as requested
 

Senior Customer Service Representative, ACS Jamaica Ltd.

Montego Bay Freeport — 2009-2010

Answer questions regarding tools used by employees.
Answer questions regarding pay checks and any other issues presented.
Perform quality assurance audits to ensure that all policies are complied with.
To provide coaching and feedback to agents on their strengths and opportunities.
To assist with escalated calls and research all escalations received via email.
To assist specialists with calls and provide resolutions.
 

Team Leader and Quality Assurance Specialist, Vistaprint Jamaica Ltd.

Montego Bay Freeport — 2004-2006

To assist with escalated calls from clients. (Supervisory role).
To motivate agents and ensure that goals of the company are met.
Training agents on new systems and relaying changes to the team and ensure that they are understood.
Assist agents in meeting their daily targets and assist them with creation of documents that the customers are ordering.
Participates in disciplinary discussions regarding team members with Management team as necessary
Compiles statistics, interprets data and takes appropriate action to support goals.
Coaches and develops employees to reach their full potential through monitoring, assessment and feedback.
To ensure that all the Standard Operating Procedures are followed in each call.
To provide coaching and feedback to agents on their strengths and opportunities and provide suggestions resulting in continuous improvement of two teams (24 employees), as it relates to their performance in customer service and sales.
Identify areas for development and improvement and make suggestions to Management team according to the trends picked up from the production floor.
To assist with escalated calls (supervisory role).
 

Customer Service Representative, E-Services Jamaica Ltd.

Montego Bay Freeport — 2003-2004

Answer questions about member’s benefits from their doctors
Submit claim forms for reprocessing as I see fit for doctors and providers
 

EDUCATION

University of the West Indies – Montego Bay, St. James 2011-2014

Bachelor’s Degree Management Information Systems

University College of the Caribbean – Montego Bay, St. James 2006-2008

Associate Degree Business Administration (Cum Laude)

Montego Bay High School – Montego Bay 1997-2002

CXC

Mathematics 2
English Language 2
Principles of Accounts 1
Principles of Business 2
Office Procedures 1
Social Studies 1
Information Technology 2
Spanish 3
GCE O Level

Human and Social Biology A