TENEKA Sealy
Acting Supervisor
San Fernando
Summary
To gain experience and expand my knowledge in a financial organization, where I will be able to maximize my career potential, advance my skills and enhance the quality of service at the organization to achieve its’ corporate goals.
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
19
19
years of professional experience
2
2
Certifications
Work History
Acting Supervisor, Contact Centre
Trinidad and Tobago Unit Trust Corporation
01.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced team productivity through the establishment of clear expectations and streamlined workflows.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
- Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
SME Project Support
Trinidad and Tobago Unit Trust Corporation
03.2020 - 12.2022
- Organized and participated in extracurricular activities that fostered a sense of community and enriched the educational experience for students outside the classroom setting.
- Evaluated student progress regularly, providing timely feedback for continuous improvement in academic performance.
- Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the classroom.
- Continually pursued professional development opportunities to stay current with educational trends and research, ensuring high-quality instruction for all students.
- Established a positive learning environment by fostering strong relationships with students, parents, and colleagues.
- Collaborated with cross-functional teams to develop innovative solutions for complex engineering challenges.
- Engaged in continuous professional development and training, staying up-to-date on industry trends and advancements to better support project goals.
- Leveraged data-driven insights to identify areas for process improvement, resulting in increased efficiency across all projects.
- Coordinated communication between stakeholders, fostering strong relationships and facilitating smooth project progression.
- Monitored project progress against established goals, implementing corrective actions when necessary to stay on track.
- Reduced downtime by proactively identifying potential issues and addressing them before they escalated.
- Optimized resource allocation with thorough analysis, improving overall operational performance.
- Contributed to the development of best practices, leading to improved processes and streamlined operations.
- Supported technical teams to achieve project milestones on time, resulting in successful project completion.
- Simplified workflows by creating user-friendly documentation, increasing team productivity and reducing errors.
- Facilitated knowledge sharing among team members through regular meetings and workshops, promoting continuous improvement in skills and expertise.
- Developed detailed reports on project status updates through various stages of development for stakeholder review meetings.
- Reviewed technical documentation and provided valuable feedback for improvements, enhancing overall quality of deliverables.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Collaborated with outside departments to implement system-wide improvements.
Contact Centre Agent
Trinidad and Tobago Unit Trust Corporation
01.2018 - 02.2020
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Demonstrated unwavering excellence under pressure amid peak calling hours and difficult scenarios.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Card and Online Service Representative
Trinidad and Tobago Unit Trust Corporation
01.2013 - 12.2017
- Answer customers’ questions and queries via telephone
- Follow customers' instructions for stop-payments
- Handled marketing of company’s products to prospective clients
- Handled queries related to financial services
- Maintain documentation and keep it confidential
- Participated in seminars to be updated on company’s products
- Process standing order payments
- Review and reconcile differences and errors in records and accounts
- Rectify customers' signature and enter details in the computer systems for cancelled standing orders
Card Processing Officer
Trinidad and Tobago Unit Trust Corporation
01.2012 - 12.2013
- Process uncollected new and renewal cards
- Monitor and process accounts within sufficient funds to settle point of sale purchases
- Process card fees for accounts with insufficient funds
- Communicate with the Investment Centres and Credit Union Network to verify card information
- Completion of forms for adjustments to customer accounts
- Update Customer Accounts for adjustment transactions
Processing Clerk
Trinidad and Tobago Unit Trust Corporation
09.2008 - 09.2012
- Answer customers’ questions and queries via telephone
- Follow customers' instructions for stop-payments
- Handled marketing of company’s products to prospective clients
- Handled queries related to financial services
- Maintain documentation and keep it confidential
- Participated in seminars to be updated on company’s products
- Process standing order payments
- Review and reconcile differences and errors in records and accounts
- Rectify customers' signature and enter details in the computer systems for cancelled standing orders
Membership Representative/Cashier
TTPS Credit Union Co-operative Society Limited
07.2008 - 09.2008
- Carried out regular routine transactions
- Handled cash and balancing and vault teller functions
- Imparted customer service to credit union members
- Managed new account openings for fresh and existing members
Member Service Representative/Call Centre Operator
Clico Credit Union Co-operative Society Limited
01.2008 - 05.2008
- Aided credit union members with plan benefits
- Corresponded with immediate supervisor for issues which were not of a routine nature
- Handled incoming and managed outbound calls to customers
- Maintained documentation of customer queries, complaints and services extended
- Updated computer system with all issues and resolutions from members
Data Entry Clerk (Temporary)
TRINRE (Reinsurance Company of Trinidad & Tobago Limited)
08.2007 - 11.2007
- Maintained operations by following company’s policies and procedures
- Standardized information by completing database backups
- Reviewed and verified data, such as age, name, address and principal sum and value of property on insurance applications and policies
- Transcribe data to worksheets and entered data into computer for use in preparing documents and adjusting accounts
- Updated existing policies and company records to reflect changes requested by policyholders and insurance company representatives
Customer Service Agent (Temporary)
BWIA West Indies Airways
07.2006 - 09.2006
- Escorted handicapped passengers with great care
- Dealt with the passenger enquiries regarding the arrival and departure of flights and made sure that passengers got onboard the correct flight
- Greeted and directed passengers towards their desired flight
- Handled computer system of the Airline to generate flight reservations and issue boarding passes as well as airline tickets
- Helped the airline staff members for safe and consistent operations
- Made public informational announcements
- Meet Company and social standards of dress and conduct standards as all times while representing the Company either on or off the job
- Performed additional functions (essential or otherwise) which may be assigned from time to time
Education
Associate Degree - Marketing
College of Science, Technology And Applied Arts of Trinidad And Tobago (COSTAATT)
09.2008 - Current
4 Cape Advance Level Passes - Accounting, Communication Studies, Economics, Management of Business
Trinity College
09.2005 - 06.2007
7 CXC O’ Levels Passes (General Proficiency) - English Language, English Literature, Principle of Accounts, Social Studies, Principles of Business, Mathematics, Integrated Science
El Dorado Secondary School
09.2000 - 06.2005
Associate of Science - Management Information Systems
UWI Roytec
Trinidad And Tobago 05.2001 -
Skills
- Ability to interpret and execute written and verbal instruction effectively
- Deep desire to help or serve others
- Deep analytical thinking
- Excellent and effective communication skills
- Strong ability to work cooperatively with others
- Experienced in data compilation and processing
- Expert in filing and maintaining records
- Highly attentive to details
- Knowledge of numbers and mathematical calculations
- Processing experience
- Sound knowledge of clerical and administrative processes
- Excellent working knowledge of Microsoft Office Tools Suite
- Knowledge of UTC ID System
- Knowledge of Visa Edit Package
- Knowledge of SIAF
- Knowledge of Visa Online Processes
- Knowledge of U Online Processes
Staff management
Operations management
Strategic planning
Data analytics
Decision-making
Customer service
Employee motivation
Team building
Training and mentoring
Goal oriented
Staff development
Attention to detail
Relationship building
Analytical thinking
Complex Problem-solving
Project planning
Process monitoring and improvement
Financial management
[Software] experience
Verbal and written communication
Performance management
Documentation and reporting
Task delegation
Coaching and mentoring
Certificatesawards
- UNESCO Club Certificate
- Habitat for Humanity Community Service Certificate
Certification
Microsoft Certified, Dynamics 365 Sales Functional Consultant Associate – Microsoft.
Timeline
Acting Supervisor, Contact Centre
Trinidad and Tobago Unit Trust Corporation
01.2024 - Current
SME Project Support
Trinidad and Tobago Unit Trust Corporation
03.2020 - 12.2022
Contact Centre Agent
Trinidad and Tobago Unit Trust Corporation
01.2018 - 02.2020
Card and Online Service Representative
Trinidad and Tobago Unit Trust Corporation
01.2013 - 12.2017
Card Processing Officer
Trinidad and Tobago Unit Trust Corporation
01.2012 - 12.2013
Processing Clerk
Trinidad and Tobago Unit Trust Corporation
09.2008 - 09.2012
Associate Degree - Marketing
College of Science, Technology And Applied Arts of Trinidad And Tobago (COSTAATT)
09.2008 - Current
Membership Representative/Cashier
TTPS Credit Union Co-operative Society Limited
07.2008 - 09.2008
Member Service Representative/Call Centre Operator
Clico Credit Union Co-operative Society Limited
01.2008 - 05.2008
Data Entry Clerk (Temporary)
TRINRE (Reinsurance Company of Trinidad & Tobago Limited)
08.2007 - 11.2007
Customer Service Agent (Temporary)
BWIA West Indies Airways
07.2006 - 09.2006
4 Cape Advance Level Passes - Accounting, Communication Studies, Economics, Management of Business
Trinity College
09.2005 - 06.2007
Associate of Science - Management Information Systems
UWI Roytec
05.2001 -
7 CXC O’ Levels Passes (General Proficiency) - English Language, English Literature, Principle of Accounts, Social Studies, Principles of Business, Mathematics, Integrated Science
El Dorado Secondary School
09.2000 - 06.2005
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