Trainer and Operations Professional

Deliver induction training covering company policies, systems, workplace procedures, and customer-service expectations. Train new hires on Shark Ninja policies and processes, Salesforce, library systems, and websites.

Coach agents on call handling, scripts, call flow, and managing difficult customers. Facilitate soft-skills training in communication, confidence building, active listening, and tone of voice.

Provide ongoing coaching, feedback, and refresher training to improve agent performance. Promote GDPR compliance and data-protection best practices.

Monitor live call-waiting and callback-waiting queues to support efficient service delivery. Coordinate with team leaders and supervisors to meet operational requirements.

Use Excel and workforce-management software to allocate calls effectively. Support customer-satisfaction objectives and day-to-day operational goals.

Investigated alarms and disturbances to help maintain a safe environment. Monitored facilities and responded appropriately to security situations.

Protected restricted areas from unauthorized access and supported site safety procedures.

Supported patient care and daily living activities in collaboration with nursing staff. Helped promote patient safety and compliance with care requirements.

Maintained accurate observations and records to support ongoing patient care.

Delivered customer service, handled cash transactions, and recommended products based on customer needs. Assisted customers in a professional and welcoming manner.

Managed inventory, stocked supplies, and maintained a clean and sanitary work environment.

Completed secondary education with CSEC subjects including Integrated Science, English, Electronic Document Processing & Management, and Commercial Food Preparation.