Lisa-Ann Baboolal-Carter
Arima
Summary
Focused Retail Operations Manager bringing 29 years of hands-on experience in the Communications Retail arena. A dependable and punctual individual with outstanding people management, data processing and delegation abilities. Results-driven Retail Supervisor with proven expertise in inventory management and sales enablement. Handles routine operations efficiently and addresses problems proactively. Highly experienced in fast-paced retail work and skilled at coordinating both customer-facing and back-end functions.
Overview
30
30
years of professional experience
Work History
Retail Store Supervisor
Trincity Retail
01.2009 - Current
- Manages a team of employees ensuring competence and continuity of Retail Sales Advisors, Tech Expert & Senior CSR's through optimum selection, training and development, appraisal, and motivation techniques.
- Facilitate teamwork by working with other supervisors/managers to ensure the effective day-to-day operations of the customer care center.
- Provide guidance and/or help to Retail Sales Advisors, Tech Expert & Senior CSR's in resolution of difficult subscriber questions and develop Retail Sales Advisors, Tech Expert & Senior CSR's understanding of problem-solving process through training and development via the Blue Academe learning platform.
- Responsible for administrative duties including reporting, time sheets, schedule adherence and maintenance and enforcing of department/company policies and guidelines.
- Hold monthly/quarterly/annual touchpoints, coaching employee performance toward career goals.
- Ensure achievement of all systems, team and individual customer service goal and standards.
- Review daily operations and provide feedback to improve store operations.
- Remain abreast of new products and technology.
- Responsible for SOX audits for all of B2C Sales Team for Trinidad BU.
- Responsible for all documented processes for all of B2C Sales Team for Trinidad BU.
- Act as a Designate of Authority for the B2C Sales Team in My Directors absence when needed.
Senior Customer Service Representative/Call Center
Columbus Communications Trinidad Ltd (formally Transcable)
01.2001 - 01.2009
- Coaching Call Center Staff
- Monitoring Call center Staff with the view of improving customer interaction
- Following up on Queries received through Call center
- Making recommendations for service improvements
- Submitting weekly reports on Call center Activities
- Daily Supervision of Call Center.
- Management of Call Center Escalation Help Desk.
Senior Customer Service Representative / Payment Center
Trinidad & Tobago Transcable Company Ltd.
01.1999 - 01.2001
- Supervision of a Payment Center
- Responsible for Daily Cash Deposits
- Responsible for Recording and Assisting with Queries from all walk in Customers
- Preparation & Authorization of Journal Vouchers for Adjustments to Customers Accounts
- Accountable for all Walk in Sales Transactions
- Submitting Reports and Making Recommendations to the Customer Service Manager
- Train new employees on the AS400/RR Cable software
- Assisting with Customer Calls from the Call Center.
Service Representative
Columbus Communications Trinidad Ltd
01.1998 - 01.1999
- Assisting Installation and Service Supervisor with Problem Accounts for Installs and Service Calls
- Making contact with Irate Customers to ensure a Win-Win out come
- Organizing & Preparing Training Sessions for Install and Service Technicians
- Assisting Customer Service Representatives with problem Calls
- Making recommendations for Service Improvement.
Teller
Transcable Trinidad Ltd
01.1995 - 01.1998
- Accepting all Payment Transactions
- Preparation of Deposits
- Recording Service Complaints
- Preparation of Journal Vouchers for adjustments to Customers Accounts.
Education
Broadband Troubleshooting -
Jones NCTI
Diploma, Customer Service Excellence -
Jones NCTI
Certificate, Professional Development -
ROYTEC
Certificate of Achievement, Computer Repairs -
Logical Computer Services Ltd.
Certificate of Participation, Customer Service and Personal & Organizational Leadership -
William Iton & Associates
Certificates of Completion, Learning Academy -
Columbus Communications Trinidad Ltd
12.2023
Certificate of Participation, Facial Therapy Class -
Y.T.E.P.P
12.1993
School Leaving Certificate -
Arima Senior Comprehensive School
12.1991
Skills
- Inventory Management
- People Management
- Store operations
- Scheduling
- Process Management
Hobbies and Interests
- Swimming
- Writing
- Spending time with my family
Awards
Distinction In NCTI Diploma course
Timeline
Retail Store Supervisor
Trincity Retail
01.2009 - Current
Senior Customer Service Representative/Call Center
Columbus Communications Trinidad Ltd (formally Transcable)
01.2001 - 01.2009
Senior Customer Service Representative / Payment Center
Trinidad & Tobago Transcable Company Ltd.
01.1999 - 01.2001
Service Representative
Columbus Communications Trinidad Ltd
01.1998 - 01.1999
Teller
Transcable Trinidad Ltd
01.1995 - 01.1998
Certificate, Professional Development -
ROYTEC
Certificate of Achievement, Computer Repairs -
Logical Computer Services Ltd.
Certificate of Participation, Customer Service and Personal & Organizational Leadership -
William Iton & Associates
Certificate of Participation, Facial Therapy Class -
Y.T.E.P.P
Broadband Troubleshooting -
Jones NCTI
Diploma, Customer Service Excellence -
Jones NCTI
Certificates of Completion, Learning Academy -
Columbus Communications Trinidad Ltd
School Leaving Certificate -
Arima Senior Comprehensive School
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