DIANDRA CAREY
Nassau,NP
Summary
Dynamic and results-driven customer service leader with over 13 years of experience in customer support, account maintenance, and technical assistance. Skilled in team leadership, problem-solving, and proactive customer engagement. Known for excellent organizational skills, strong customer relations, and technical proficiency in various business software. Proven ability to drive performance, streamline processes, and maintain high customer satisfaction. Committed to developing and mentoring teams to achieve excellence and drive company success. Seeking a leadership role to further contribute to customer satisfaction and organizational growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Contact Center Supervisor
Cable Bahamas Limited
01.2016 - Current
- Lead a team of customer service agents, ensuring quality service and performance standards are met consistently.
- Implemented training initiatives that reduced customer complaints by [X]% and improved team response times by [X]%.
- Streamlined technical support processes, reducing issue resolution time and enhancing customer satisfaction.
- Conducted regular performance reviews, mentoring staff to achieve KPIs and develop their skills for career growth.
- Admin/Technical Assistant
- Nov 2017 - Jan 2018
- Assisted with administrative tasks and provided technical support for customer service systems, improving team efficiency.
- Managed scheduling and document organization, reducing errors and delays in customer service delivery.
- Customer Service Agent (CSA)
- March 2017 - Nov 2017
- Delivered excellent customer service, resolving inquiries and troubleshooting issues in a timely and effective manner.
- Maintained detailed customer accounts, ensuring high levels of satisfaction and retention.
Receptionist, Secretary, & File Clerk
Offshore Managers Limited
08.2015 - 03.2017
- Managed office communication, scheduled appointments, and maintained records for a variety of clients.
- Supported the team with administrative duties, contributing to smooth office operations.
Secretary, Receptionist & Herbalist
New Life Natural Vegetation Cell Food
01.2013 - 01.2015
- Provided administrative support and customer service in a health-focused environment.
- Advised customers on herbal products, achieving high satisfaction rates through personalized recommendations.
Out Island Sales Representative & Sales Clerk
Bahamas Food Services
01.2005 - 01.2013
- Represented the company across the family islands and worked with the Royal Bahamas Police and Defense Force to fulfill orders.
- Managed inventory and handled wholesale pickups, contributing to efficient distribution across the islands.
Education
Certificate - Accounting I & II
Bahamas Technical & Vocational Institute (BTVI)
01.2011
High School - undefined
College of the Bahamas
01.2013
High School - undefined
C.V. Bethel Senior High
High School - undefined
S.C. McPherson Junior High
Skills
- Customer Service & Support
- Team Leadership & Development
- Conflict Resolution & Problem Solving
- Account Maintenance & Technical Support
- Performance Management & Metrics
- CRM Systems (eg, Zoho, Workzoom etc)
- Organizational Skills & Time Management
- Spanish (Basic Knowledge)
- Training & Coaching
- Sales & Account Management
- Teamwork
- Critical Thinking
Certification
- NCTI Introduction to PC Applications - Dec 11, 2018
- NCTI Leadership 101 - Jan 24, 2021
- NCTI Emerging Leader - June 12, 2021
- RevUniversity Coaching for Impact I & II - Feb 17, 2022
- RevUniversity Navigating Difficult Conversations - Mar 2022
- RevUniversity Driving Performance Management - Apr 2022
- RevUniversity Practice Makes Perfect - Jul 2022
- RevUniversity Let’s Talk Change & Accountability - Oct 2022
LANGUAGES
English (Fluent)
Spanish (Basics)
References
Available upon request
Hobbies and Interests
Singer in the musical trio group Breakthrough & church choir, Reading, Poetry Writing & Speaking, Dancing & Drawing, Sports - Member of the Nassau Suns National Women’s Soccer Team, Acting - Featured in Bahamian Film "Hurt People", Modeling - Cia Monet, Bahama Gems
Accomplishments
- Awarded “Most Outstanding Student” in Physics, Chemistry, Biology, Math, Geography, Civics, Computer, and English Language in high school.
- Governor General Youth Award - Bronze level, recognizing leadership and community involvement.
- Miss Bahamas Universe Pageant - Model & Participant, 2014
- Miss July - Bahama Gems Art 2010 Calendar
- Voga Fashion Show - Model, November 2012
Timeline
Contact Center Supervisor
Cable Bahamas Limited
01.2016 - Current
Receptionist, Secretary, & File Clerk
Offshore Managers Limited
08.2015 - 03.2017
Secretary, Receptionist & Herbalist
New Life Natural Vegetation Cell Food
01.2013 - 01.2015
Out Island Sales Representative & Sales Clerk
Bahamas Food Services
01.2005 - 01.2013
Certificate - Accounting I & II
Bahamas Technical & Vocational Institute (BTVI)
High School - undefined
College of the Bahamas
High School - undefined
C.V. Bethel Senior High
High School - undefined
S.C. McPherson Junior High
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