CATALINA CAPTAIN
Summary
Experienced team leader with a proven track record in directing workgroups, developing effective strategies, providing comprehensive training, and setting clear goals. Utilizes valuable team feedback to drive continuous improvement. Excels in articulating goals and vision for success. Exceptional interpersonal and communication skills with a strong focus on the big picture. Recognized for outstanding problem-solving abilities, networking expertise, and fostering consensus among team members. Adopts a collaborative and inclusive leadership style, empowering team members and promoting a culture of mutual support and innovation.
Overview
15
15
years of professional experience
Work History
Team Leader
Unity4 Contact Centre
04.2016 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Supervised team members to confirm compliance with set procedures and quality requirements
- Worked with team to identify areas of improvement and devised solutions based on findings
- Built strong relationships with customers through positive attitude and attentive response
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Held weekly team meetings to inform team members on company news and updates
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
Retail Store Manager
Kikki.K
01.2015 - 03.2016
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
- Optimized store displays and appearance via strategic merchandising
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Managed store organization, maintenance, and purchasing functions
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers
Assistant Retail Store Manager
Body Shop Inc
01.2014 - 01.2015
- Assisted store manager in meeting standards for customer service and quality
- Completed routine store inventories
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers
- Answered questions about store policies and addressed customer concerns
Pharmacy Assistant
Unichem Pharmacy
01.2010 - 12.2013
- Greeted customers and responded to questions with friendly, knowledgeable assistance
- Kept pharmacy counter and related areas clean, neat and organized
- Received incoming supplies and stocked in correct locations
- Answered telephones and provided information about order status, store hours and pharmacy procedures
- Operated cash register and performed front counter tasks to facilitate daily operations
- Restocked pharmacy shelves with supplies and medicines and ordered new items to avoid shortages
Education
No Degree -
St Mary College
No Degree - Pharmacy (assistant)
Open Polytechnic of New Zealand
06.2014
Skills
- Targeted Instructional Techniques
- Process Efficiency Improvement
- Team Leadership
- Client Support
- Customer Service Leadership
- Collaborative Teamwork
- Coordinating Team Discussions
- Assessing Employee Performance
- Constructive Behavior Management
- Attention to Detail
- Proficient in Customer Support
Accomplishments
- Enhanced agent sales performance by providing personalized coaching and regular feedback, focusing on improving campaign knowledge and refining sales techniques. Implemented a structured training program featuring role-playing scenarios and shadowing top performers, resulting in significant sales growth.
- Achieved a significant boost in team productivity by encouraging collaboration. Creating an environment where team members can share ideas and support each other.
- successfully manage client complaints by actively listening to their concerns and addressing issues promptly. I ensure that all feedback is documented and communicated effectively to the relevant agent. By providing constructive feedback and actionable insights, I help agents understand areas for improvement and implement changes to enhance their performance.
Languages
Spanish
Limited Working
Timeline
Team Leader
Unity4 Contact Centre
04.2016 - Current
Retail Store Manager
Kikki.K
01.2015 - 03.2016
Assistant Retail Store Manager
Body Shop Inc
01.2014 - 01.2015
Pharmacy Assistant
Unichem Pharmacy
01.2010 - 12.2013
No Degree - Pharmacy (assistant)
Open Polytechnic of New Zealand
No Degree -
St Mary College
Similar Profiles
Emma MorrisEmma Morris
Telesales Agent at Unity4 Contact CentreTelesales Agent at Unity4 Contact Centre
Alex Ong Chee HorngAlex Ong Chee Horng
Managing Director/Senior Optometrist at Ong's Optics & Contact Lens Centre / Myopia Management CentreManaging Director/Senior Optometrist at Ong's Optics & Contact Lens Centre / Myopia Management Centre
Dineswari VenugopalDineswari Venugopal
Customer Service Executive at Tele-centre Services Pte Ltd (BPO, Contact Centre, Helpdesk, Redemption Centres)Customer Service Executive at Tele-centre Services Pte Ltd (BPO, Contact Centre, Helpdesk, Redemption Centres)