Shelley Gladstone
Salisbury,NB
Summary
Dynamic Operations Control Analyst with proven expertise at Cloud5 Communications, enhancing operational efficiency through data-driven decision-making and strong communication skills. Successfully developed comprehensive policies, strengthened internal communication, and managed multiple projects, demonstrating exceptional problem-solving abilities and attention to detail.
Solid background in control analysis, including comprehensive risk assessments and regulatory compliance. Proven track record of implementing effective control measures and enhancing operational efficiency. Demonstrated proficiency in data analysis and problem-solving, ensuring optimal performance and accuracy.
Overview
37
37
years of professional experience
Work History
Operations Control Analyst
Cloud5 Communications (Virtual Agent Services)
05.2005 - Current
- WFM/Real Time Analyst
- Ticketing Systems (SharePoint,ServiceNow, Freshdesk)
- Helpdesk (Internal/External)
- Administration Trained on NICE (EEM,CXONE, & IEX)
- Office 365
- Assessed the impact of new projects on existing controls, ensuring proper integration into current systems without compromising effectiveness.
- Generated and reported performance metrics to management to inform decision-making.
- Strengthened internal controls by developing comprehensive policies and procedures.
- Built strong relationships with external Clients, cooperating fully during audit engagements to support transparency and trust.
- Aided management in strategic decision-making by providing timely and relevant information.
- Hybrid and Remote working experience
- Provided targeted support during inventory management and reconciliation process, facilitating comprehensive auditing and assessment.
Free-lance Market Researcher
Free-Lancer - Hybrid
02.1988 - 12.2016
- Conducted both telephone, person-to-person interviews.
- Recorded accurate respondents' answers during interviews for future reference.
- Met with supervisor to determine project scope, outline deliverables, or timelines and create action plan.
- Managed multiple projects simultaneously while maintaining strict deadlines and budgets.
- Recruited for focus group discussions with target customers, uncovering valuable feedback for product improvement initiatives.
- Managed multiple research projects simultaneously while maintaining strict deadlines, ensuring successful project delivery.
Reservation Agent
Virtual Agent Services
05.2003 - 05.2005
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Resolved various issues and discrepancies for customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained awareness of types of rooms available in different resort locations.
Deli/Seafood Manager
Salisbury Save Easy
05.1998 - 05.2003
- Provided detailed information to customers about available seafood products and self-service items.
- Wrapped, weighed, labeled and priced cuts of seafood.
- Promoted a culture of continuous improvement through employee feedback and process evaluation.
- Developed creative merchandising displays for improved product visibility and sales growth. Head Office sent me to other Stores to set up their Merchandise Displays to mimic my own.
- Utilized data-driven analysis to inform decision-making processes related to product assortment, pricing, and promotional strategies. Was responsible for all ordering and merchandising.
- Coordinated with other departments to optimize cross-merchandising opportunities for increased revenue generation.
Cashier, Meat Wrapper, Product Demonstrator
Salisbury Save Easy
05.1988 - 05.1998
- Worked flexible schedule and extra shifts to meet business needs.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Helped customers complete purchases and locate items.
- Answered questions about store policies and addressed customer concerns.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Increased sales of promotional items by informing customers about current offers.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Weighed, wrapped and labeled meat products for sale to grocery customers.
- Demonstrated strong multitasking abilities by efficiently managing multiple customer requests and maintaining a high level of service quality.
Education
High School Diploma -
J.M.A. Armstrong High School
Salisbury, NB06-1986
Skills
- Operational efficiency
- Documentation review
- Data entry
- Teamwork and collaboration
- Problem-solving
- Time management
- Quality control data compilation
- Multitasking
- Attention to detail
- Adaptability and flexibility
- Communication Skills
Accomplishments
Awards:
Customer Service Award for Support Group
Employee of the Year - ContactNB Award of Excellence
Volunteer:
Secretary/Treasurer Canadian Cancer Society (Salisbury,NB Division) 1993- Current
Volunteer/Foster Parent/Webpage maintenance Abandoned Cat Rescue 2012 - Current
Timeline
Operations Control Analyst
Cloud5 Communications (Virtual Agent Services)
05.2005 - Current
Reservation Agent
Virtual Agent Services
05.2003 - 05.2005
Deli/Seafood Manager
Salisbury Save Easy
05.1998 - 05.2003
Cashier, Meat Wrapper, Product Demonstrator
Salisbury Save Easy
05.1988 - 05.1998
Free-lance Market Researcher
Free-Lancer - Hybrid
02.1988 - 12.2016
High School Diploma -
J.M.A. Armstrong High School
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