Louann Aquart
Paraclete
Summary
Well-organized individual bringing over 9 years of managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Overview
10
10
years of professional experience
Work History
Call Center Supervisor & Payroll Administrator
Grenadian Health System
04.2019 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Providing information and answering employee questions about payroll related matters.
- Managing electronic timekeeping systems or manually collecting and reviewing timesheets.
- Calculating payable hours, commissions, bonuses, tax withholdings, and deductions.
- Preparing and issuing earnings statements.
- Issuing paychecks and managing direct deposits.
- Maintaining employee records.
Customer Service Representative Agent
Clear Harbor
09.2014 - 01.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
Education
Diploma -
University of The West Indies
Trinidad01.2021
Pittman Diploma 3 -
City & Guilds / T.A Marryshow Community College
07.2013
CXC CSEC -
St. Joseph’s Convent St. Andrew’s (SJCSA)
06.2011
Skills
- Coaching and Mentoring
- Staff Motivation
- Effective Communication
- Adaptability
- Decision-making
- Interpersonal skills
Timeline
Call Center Supervisor & Payroll Administrator
Grenadian Health System
04.2019 - Current
Customer Service Representative Agent
Clear Harbor
09.2014 - 01.2019
Diploma -
University of The West Indies
Pittman Diploma 3 -
City & Guilds / T.A Marryshow Community College
CXC CSEC -
St. Joseph’s Convent St. Andrew’s (SJCSA)
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