Jemma Beggs
Managing supervisor for call center
Morne Jaloux,St. George
Summary
Experienced team leader with expertise in management, hospitality, retail, social care and banking. Demonstrates creativity and meticulous attention to detail in developing innovative solutions across communication, customer care, and IT. Known for maintaining a positive outlook and adaptability to meet diverse needs. Skilled in collaborating with groups and individuals to drive goal achievement. Eager to leverage knowledge and experience in fulfilling role responsibilities.
Overview
18
18
years of professional experience
Work History
Supervisor
Km² Call Center, for Santander Bank
Spice Basket
04.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Improved client satisfaction by implementing streamlined banking processes and enhancing customer service.
- Assisted customers in navigating online banking platforms, enhancing their overall digital experience.
- Maintained accurate records of all transactions, ensuring compliance with banking regulations and minimizing errors.
- Mentored new employees on company policies, procedures, and best practices in personal banking services.
Bartender/Waiter
BB's Crabback Restaurant and Bar
St. George
03.2022 - 10.2023
- Give good customer service.
- Wait table. Make and serve drinks, take payments.
- To keep bar clean and tidy, stock bar and all other related jobs
Customer Account Executive
Clear Harbor
08.2021 - 04.2022
- Deliver world-class customer service by identifying customer concerns and asking clarifying questions to aid in efficient problem resolution
- Display patience and tolerance while addressing diverse and difficult customer issues in a timely, pleasant and accurate manner
- Resolve customer/client problems and internal issues quickly, urgently and professionally
- Meet and exceed quality, customer satisfaction and performance goals in support of the client’s brand
- Generate and receive payments.
Culinary Sales Operative
Central School of Culinary Arts
Trinidad & Tobago, West Indies
05.2016 - 07.2019
- Contribute to setting up new tea shop
- Preparation of food and drinks
- Design creative shopfront food displays
- Assist and serve customers
- Maintain a clean and safe environment
Retail Sales Assistant
Primark, Marble Arch
10.2011 - 03.2012
- Promote and display products to meet sales targets
- Handle cash and card transaction
- Serve and advise customers
- Sales returns and stock rotation
Floor Assistant
Vue Cinema, Westfield White City
01.2010 - 01.2011
- Sold and checked customer tickets
- Handled customer complaints and issues
- Assist customers to seating
- Maintain a clean and safe environment
Team Leader
Waltham Oak Pub, Walthamstow
09.2007 - 01.2010
- Oversaw a team of six bar assistants
- Trained bar staff in bar work and customer care
- Developed rotas including food & drink orders
- Managed till reconciliation and banking
- Maintained stock management orders and deliveries
Counter Assistant
Sainsburys Supermarket Plc, Dalston
04.2007 - 08.2007
- Acted as first point of contact to customers
- Maintained and monitored cash and checkout
- Rotate stock to ensure sales within time frame
- Complied with health & safety and food hygiene
- Maintained temperatures for food, fridge and freezer
Assistant Manager
Rose and Crown Pub, Park Lane
01.2007 - 04.2007
- Opened and closed the premises
- Recruited, trained and supervised staff
- Managed till reconciliation and banking
- Maintained stock management orders and deliveries
Skills
- Excellent customer service skills
- Communicate to a high standard
- Works well supervised/unsupervised in busy environment
- Supervise coach and motivate staff with timely and effective feedback
- Decision making skills
- Organisational and planning skills
References
References are available on request.
Hobbies and Interests
Fashion design, home decoration and jewellery making, Mentor and coach children and young people to develop self-awareness and critical thinking, Acquired deeper patience and care through gardening
Accomplishments
- Motivated and supported 35% individual to achieve personals and professional goals
Training
- Diploma in Human Resources-currently studying
- Motivation-Power guide to motivating yourself & others Certificate
- Social Media strategies for small business
- Diploma in Hospitality Management
- Nail Technician Certificate
- AQT Health and Social Care
- Pathway to Business
- Administration / IT NVQ
- Individual vocational programme: Maths, English, French, IT
- Manual Handling
- Food Hygiene
- Health and Safety
- 8 GCSE’s
Timeline
Supervisor
Km² Call Center, for Santander Bank
04.2024 - Current
Bartender/Waiter
BB's Crabback Restaurant and Bar
03.2022 - 10.2023
Customer Account Executive
Clear Harbor
08.2021 - 04.2022
Culinary Sales Operative
Central School of Culinary Arts
05.2016 - 07.2019
Retail Sales Assistant
Primark, Marble Arch
10.2011 - 03.2012
Floor Assistant
Vue Cinema, Westfield White City
01.2010 - 01.2011
Team Leader
Waltham Oak Pub, Walthamstow
09.2007 - 01.2010
Counter Assistant
Sainsburys Supermarket Plc, Dalston
04.2007 - 08.2007
Assistant Manager
Rose and Crown Pub, Park Lane
01.2007 - 04.2007