MICHELLA OTTLEY
Customer Experience Specialist
Petit Valley
Summary
Professional seeking to further my development within progressive organizations focused on driving excellence in Customer Experience. Experienced with leading customer service teams to improve satisfaction and efficiency. Utilizes problem-solving and communication skills to address customer needs effectively. Specific focus in the human resource environment on training and development as part of my Master’s in Business Administration. Recipient of numerous internal recognition rewards in the areas of “Managing Results”, “Collaborating Internally” and “Growing the Team”. A strong team member focused on the delivery of unwavering excellence.
Overview
30
30
years of professional experience
4
4
years of post-secondary education
Work History
Corporate Services Administrator
Trinidad and Tobago Unit Trust Corporation
Port Of Spain
08.2024 - Current
- Documented Internal Service Level Agreements to improve and enhance the level of customer service and experience
- Documented and implemented new departmental onboarding plans and processes for new hires
- New Internal department manuals were scripted and documented to improve the levels of business continuity
- Re-aligned department's policies and procedures to aid in better customer experiences
- Updated departmental inventory management processes and order cycles to improve event management within departments
- Improving the employee and customer experience through new training policies.
- Collaborated with cross-functional teams to develop company-wide initiatives to improve employee engagement and satisfaction.
Operations Manager
Fatima Old Boy’s Association (FOBA)
St. James
05.2024 - 07.2024
- Designed and implemented a new inventory management system that aided in a 50% reduction of stock ordered and actual inventory
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Increased profit by streamlining operations.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
Customer Service Specialist – Key Accounts
Nestle Trinidad and Tobago Limited
Valsayn, Tunapuna/Piarco
09.2007 - 12.2017
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Improved relationship management strategies which resulted in positive trend movement in customer retention and acquisition.
- Drove continuous improvement strategies with team members to realign a more effective B2B and Vendor Management System
- Drove promotional sales strategies for key portfolios
Team Leader - Customer Service
Guardian Asset Management Limited
11.2005 - 08.2007
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Senior Customer Service Representative/ Supervisor Data Entry/Senior Audit Officer
Royal Bank of Trinidad & Tobago
01.1995 - 11.2005
Education
MBA - Business Administration specialization in Human Resource Management
University of Bedfordshire
England 08.2021 - 09.2022
Bachelor of Arts - Business Studies, Second Class Honors (First Division)
University of Sunderland
England 08.2003 - 09.2004
Associate Degree - Administrative Management
Institute of Administrative Management
England 08.2000 - 09.2002
Skills
- Customer Experience
- Operations Management
- Process Improvement
- Cross-Functional Team Leadership
- Training and Development
- Customer Service
- Sales Promotion
- Problem-Solving
- Leadership
- Strong Interpersonal Skills
- Relationship Management
- Team Management
Timeline
Corporate Services Administrator
Trinidad and Tobago Unit Trust Corporation
08.2024 - Current
Operations Manager
Fatima Old Boy’s Association (FOBA)
05.2024 - 07.2024
MBA - Business Administration specialization in Human Resource Management
University of Bedfordshire
08.2021 - 09.2022
Customer Service Specialist – Key Accounts
Nestle Trinidad and Tobago Limited
09.2007 - 12.2017
Team Leader - Customer Service
Guardian Asset Management Limited
11.2005 - 08.2007
Bachelor of Arts - Business Studies, Second Class Honors (First Division)
University of Sunderland
08.2003 - 09.2004
Associate Degree - Administrative Management
Institute of Administrative Management
08.2000 - 09.2002
Senior Customer Service Representative/ Supervisor Data Entry/Senior Audit Officer
Royal Bank of Trinidad & Tobago
01.1995 - 11.2005
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