ANIQUE JOHNSON
Abbotsford,BC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Operations Team Manager
IBEX Global
09.2022 - 09.2024
- Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives within my team.
- Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
- Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
- Fostered open lines of communication between team members, promoting a collaborative environment that drove collective success.
- Led a high-performing operations team, focusing on continuous improvement and employee development.
- Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
- Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
- Reduced operating costs by identifying areas of waste and implementing cost-saving measures.
- Implemented risk management strategies to mitigate potential operational disruptions or delays.
- Enhanced customer satisfaction through proactive issue resolution and consistent communication with stakeholders.
- Increased productivity by creating efficient scheduling systems for staff members and resource allocation.
- Evaluated team performance regularly to identify opportunities for improvement or professional development initiatives.
- Conducted regular reviews of internal policies and procedures to maintain compliance with industry regulations or best practices guidelines.
- Developed and executed strategic plans aligned with company goals, resulting in increased revenue and market share.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Experience in using multiple software at a time both company and clients base. Eg. Quartz, BPO suite, Microsoft Office, TMS, Slack, CSC, AC3, Geo Map, Connect, Sup Central, Self Service, Inspire etc.
Quality Analyst
IBEX GLOBAL
11.2017 - 09.2022
- Position Overview: Amazon.com, Twitch, Ring (Sales, Technical & Neighbor/Customer Care)
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams such as; Operation, Training, IT, Human Resource and Workforce Management to discuss progress updates, communicate concerns or challenges, and ensure alignment of company/account goals.
- Reported progress, test metrics and results to project stakeholders or clients.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Assisted with the successful launch of multiple accounts/ campaign from the QA side.
- Supported the company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of the company and industry best practices and client needs.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
Customer Service Associate/Advance Technical Support
IBEX GLOBAL
06.2017 - 11.2017
- Company Overview: Advanced Technical Support for AT&T (ATS)
- Advanced Technical Support for AT&T (ATS)
- Amazon.com
- - trained for P1
- - trained for P2
- Advanced Technical Support for AT&T (ATS)
Customer Service Representative/ Tech Support
XEROX INTERNATIONAL
09.2014 - 05.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Administrative Assistant/Secretary
LANCO INDUSTRIES LIMITED
06.2012 - 01.2014
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Contributed to policy updates, researching regulations to ensure company compliance.
- Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Streamlined office operations, implementing digital file management systems to reduce paper use and increase efficiency.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Developed filing system for historical documents, preserving important company records and improving access to information.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Liaised between clients and vendors and maintained effective lines of communication.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
Education
CAPE - Caribbean Studies, Communications Studies
Certificate - Computer Education
Moneague College
St. Ann, JamaicaCSEC - Principles of Business, English Language, English Literature, Social Studies, History, Human & Social Biology, Religious Education
St. Jago High School
St. Catherine, Jamaica06-2006
Skills
- Proficient in Microsoft Office
- Communication Skills
- Team Player
- Operational efficiency
- Training and mentoring
- Deadline management
- Staff development
- Sales support
- Customer service
- Problem-solving
- Employee relations and conflict resolution
- Staff management
Languages
English
Native or Bilingual
Timeline
Operations Team Manager
IBEX Global
09.2022 - 09.2024
Quality Analyst
IBEX GLOBAL
11.2017 - 09.2022
Customer Service Associate/Advance Technical Support
IBEX GLOBAL
06.2017 - 11.2017
Customer Service Representative/ Tech Support
XEROX INTERNATIONAL
09.2014 - 05.2017
Administrative Assistant/Secretary
LANCO INDUSTRIES LIMITED
06.2012 - 01.2014
CAPE - Caribbean Studies, Communications Studies
Certificate - Computer Education
Moneague College
CSEC - Principles of Business, English Language, English Literature, Social Studies, History, Human & Social Biology, Religious Education
St. Jago High School
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