Shari-Ann Smith-Haynes
Guelph,ON
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Passport Specialist
US Embassy Kingston
Kingston, St Andrew
10.2015 - 12.2023
- Maintained accurate records of all transactions.
- Performed regular checks of system operations and took corrective action when errors occurred.
- Issued public notification of official meeting and activities.
- Checked documentation accuracy and completeness.
- Researched information related to passports and visa regulations using online databases.
- Organized files and kept detailed logs of all activities related to passport applications.
- Acted as a point of contact between customers and relevant government agencies.
- Prepared reports summarizing passport activities such as number of applications received, processed daily, weekly, monthly.
- Stocked counters with forms, film and license supplies to maintain inventory levels.
- Verified application data and account information against legal documentation to determine accuracy and integrity.
- Coordinated with outside vendors to obtain necessary documents from applicants.
- Informed customers of any additional requirements needed for processing.
- Answered questions regarding passport policies and procedures.
- Submitted applications to relevant government agencies.
- Followed up with customers on application status updates.
- Adhered to strict confidentiality guidelines when dealing with sensitive data.
- Managed customer inquiries via phone, email, mail, or in-person visits.
- Handled customer complaints professionally and provided satisfactory solutions.
- Provided customer service to those applying for or renewing their passport.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Maintained updated knowledge through continuing education and advanced training.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Telesales Executive
DHL Express
Kingston, Kingston
12.2014 - 10.2015
- Greeted customers to determine wants or needs.
- Utilized CRM software to track leads and manage accounts throughout the sales cycle.
- Described merchandise and explained use, operation and care.
- Implemented processes for cross-selling products or services based on customer needs.
- Administered and described strategies for customer retention and account expansion to employees, developing solid long-term relationships.
- Initiated contact with prospects via email campaigns or cold calls in order to generate leads.
- Analyzed sales data to identify trends in customer preferences and buying habits.
- Prepared presentations, proposals and sales contracts for existing and potential accounts.
- Generated reports summarizing sales performance metrics and presented findings to management team.
- Assigned qualified leads to field sales team for further development and closure.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Negotiated terms of sales agreements and developed contracts to successfully close sales.
- Used cold calling and networking to sell products and services.
- Conducted market research to identify selling possibilities and evaluate customer needs.
- Developed pricing strategies that maximized profits while remaining competitive in the market.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
Learning and Development Specialist
Xerox Services
Kingston, Kingston
04.2008 - 03.2013
- Conducted post-training evaluations to measure effectiveness of instruction techniques and overall program success.
- Coordinated logistics for classroom-based training events such as facility rental, catering services and audio and visual equipment setup.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Communicated regularly with stakeholders at all levels within organization about upcoming trainings or changes in policy.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Coordinated recruitment and placement of training program participants.
- Organized virtual workshops and webinars to enhance staff knowledge on specific topics.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Provided individual coaching support when needed based on identified areas of improvement.
- Maintained records of all training activities including attendance rosters and evaluation forms.
- Selected and assigned instructors to conduct training.
- Provided technical support for users of the LMS system.
- Developed strategies for tracking employee progress in completing required training courses.
Education
Bachelor of Science - Information Technology
University of Technology
Kingston, Jamaia11-2021
Master of Science - Information Technology - Cybersecurity
University of Guelph
Guelph, ONSkills
- Proficient in Microsoft Office
- Meeting Preparation
- Data Entry
- Researching Skills
- Data Verification
- Records Maintenance
- Professional Correspondence
- Problem-Solving Abilities
- Database Management
- Document Verification
- Document Preparation
- Customer Service
- Purchasing
Affiliations
- i was in charged of ordering stationery and other items that is needed to carry out day to day task
- I worked as the IT contact for my co-workers for simple fixes that don't require Admin access
- I organize training sessions to ensure all staff members are up to date with the latest information
Accomplishments
- Employee of the Month
- Time-Off Awards
- Mission Honor awards
- Eagle Awards
- Franklin Award
Certification
- 1CA - Leadership, Management and Innovation (02/2016)
- Customer Focused Performance (04/2019)
- Introduction to Data Analytics (09/2021)
- Influence and Persuasion 03/2014)
- Effective coaching and feedback (10/2013)
- Leadership Essentials: Building your influence as a Leader (03/2013)
- Will VS. Skill (04/2009)
References
References available upon request.
Timeline
Passport Specialist
US Embassy Kingston
10.2015 - 12.2023
Telesales Executive
DHL Express
12.2014 - 10.2015
Learning and Development Specialist
Xerox Services
04.2008 - 03.2013
Bachelor of Science - Information Technology
University of Technology
Master of Science - Information Technology - Cybersecurity
University of Guelph
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