Chantelle McIntosh-Curry
Nassau,NP
Summary
Results-driven Call Center Manager with more than 7 years' experience in a call center environment, including more than 6 years of developing and leading exceptional call center teams. Skilled in streamlining processors to improve efficiency while strategically orchestrating top-tier call center operations, administrating extensive training initiatives to increase revenue and business performance. Strong planning and leadership skills; dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Call-Center-Manager
Unique Vacations Limited
08.2022 - Current
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Implemented Key Performance Indicators and other metrics to drive performance.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Conferred with executive team, sales team and team leaders to communicate targets, boost revenue and improve customer service and brand representation.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Managed budgetary responsibilities while maintaining adequate staffing levels, securing necessary resources without compromising operational efficiency.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
Assistant Training Management (Bahamas & Panama)
Unique Vacations Limited
11.2020 - 08.2022
- Directed comprehensive global training programs across four call center sites.
- Enhanced agent productivity by assisting with project coordination and providing ongoing global support.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Utilized strong communication abilities during presentations to executives and agents, which led to increased understanding among colleagues regarding project goals and objectives.
- Collaborated effectively with team members across departments, fostering a cohesive work environment conducive to accomplishing shared objectives.
- Participated in professional development opportunities to enhance skill set, contributing to overall agent growth.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Actively participated in team meetings, offering insightful suggestions that led to innovative problem-solving strategies.
Call Center Training Coordinator
Unique Vacations Limited
01.2018 - 11.2020
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Increased employee retention rates through targeted training interventions and career development opportunities.
- Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Managed budgets for training programs, ensuring optimal allocation of resources for maximum impact.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
Performance and Development Supervisor
Unique Vacations Limited
02.2017 - 01.2018
- Led a 12-member team and maximized team performance through regular performance evaluations, constructive feedback sessions, and recognition of individual accomplishments.
- Improved project efficiency by streamlining development processes and implementing best practices.
- Supported the growth and development of team members by setting clear expectations, providing regular feedback, and establishing opportunities for skill-building and career advancement.
- Oversee payroll process.
- Fostered an environment with continuous learning with the team through knowledge sharing sessions and workshops.
Luxury Vacation Specialist
Unique Vacations Limited
11.2016 - 02.2017
- Enhanced guest satisfaction by providing personalized vacation planning services and recommendations.
- Streamlined booking processes for improved efficiency and reduced errors in reservation management.
- Collaborated with team members to ensure seamless service delivery for guests, resulting in positive reviews and repeat bookings.
- Utilized expert knowledge of destination offerings to create customized itineraries tailored to individual preferences and interests.
- Assisted clients with travel arrangements, including transportation, accommodations, and activity bookings, ensuring a stress-free vacation experience.
- Managed high volumes of inbound inquiries via phone, email, and chat platforms, delivering prompt and accurate responses to customer requests.
- Resolved customer complaints or issues promptly while maintaining a professional demeanor, leading to increased customer retention rates.
Wedding & Event Coordinator
Bahama Beach Club
01.2014 - 09.2015
- Efficiently planned and executed over 30 destination weddings and events.
- Enhanced client satisfaction by providing exceptional wedding planning and coordination services, demonstrating strong communicational skills.
- Streamlined event logistics for seamless execution of weddings and related events.
- Developed tailored wedding packages to meet diverse client needs, resulting in increased bookings.
- Maintained strong vendor relationships, ensuring high-quality service delivery at competitive pricing.
- Addressed potential issues proactively, mitigating risks while maintaining a smooth event flow.
- Collaborated with cross-functional teams to create memorable experiences for each wedding celebration.
- Negotiated contracts with vendors, securing favorable terms and conditions for clients.
- Coordinated timelines and schedules for all parties involved, streamlining communication and reducing stress on the wedding day.
- Facilitated open lines of communication between clients, vendors, and internal team members for effective collaboration throughout the planning process.
- Designed custom floor plans and seating arrangements to optimize guest experience during ceremonies and receptions.
- Utilized social media platforms strategically to showcase successful events, generating increased interest from prospective clients.
- Stayed current on emerging trends in wedding design aesthetics through ongoing professional development opportunities.
- Oversaw setup and breakdown of wedding decorations and supplies.
Front Desk Agent & Night Hostess
Green Turtle Club Resort & Marina
06.2013 - 01.2014
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Front Desk Assistant
Sheraton
01.2012 - 04.2013
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information about hotel services.
- Streamlined check-in and check-out processes for improved efficiency and customer experience.
- Maintained a professional and welcoming front desk area, setting a positive first impression for guests.
- Assisted management in maintaining room inventory and coordinating reservations to maximize occupancy rates.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Received, screened and routed incoming calls.
- Handled payment and bill processing, change giving and payment collecting for guests.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Used internal software to process reservations, check-ins and check-outs.
Education
Bachelor of Science - Hospitality Management
College of The Bahamas
Univesity Drive, Nassau, BahamasMBA - Organizational Leadership
Eastern University
St. David's, PA08.2024
Skills
- Business Acumen
- Data Analysis
- Quality Assurance and Forecasting
- Strategic Operational Planning and Execution
- Strong Leadership and Customer Service Management
- Budget Management and Project Planning
- MS Office
- Scheduling and Coordinating
- In-Depth Hospitality Industry Expertise
Volunteer Experience
Did you manage a team for your club, lead a project for your favorite charity, or edit your school newspaper? Go ahead and describe experiences that illustrate your leadership abilities.
Certification
- COPC - Certified High Performance Management Technique
- Six Sigma
- Wedding and Event Planner Certification
Timeline
Call-Center-Manager
Unique Vacations Limited
08.2022 - Current
Assistant Training Management (Bahamas & Panama)
Unique Vacations Limited
11.2020 - 08.2022
Call Center Training Coordinator
Unique Vacations Limited
01.2018 - 11.2020
Performance and Development Supervisor
Unique Vacations Limited
02.2017 - 01.2018
Luxury Vacation Specialist
Unique Vacations Limited
11.2016 - 02.2017
Wedding & Event Coordinator
Bahama Beach Club
01.2014 - 09.2015
Front Desk Agent & Night Hostess
Green Turtle Club Resort & Marina
06.2013 - 01.2014
Front Desk Assistant
Sheraton
01.2012 - 04.2013
Bachelor of Science - Hospitality Management
College of The Bahamas
MBA - Organizational Leadership
Eastern University
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