Thea J Francis-Charlemagne
Castries
Summary
- Administrative and Office Support
- Business Acumen
- Event, Travel & Meeting Coordination
- Data Analysis
- Inventory Control
- Leadership & Collaboration
- Project Management
- Regulatory Compliance
- Strategic Planning & Process Improvement
- Strong Verbal and Written Communication Skills
Overview
18
18
years of professional experience
Work History
Customer Service Representative
St Lucia Electricity Services Ltd
2009.08 - Current
- Maintained solid customer relationships by handling questions and concerns with speed and professionalism.
- Optimized business procedures by developing and improving client service forms to accurately document client information.
- Resolved customer complaints, managing database records, drafting reports for clients and correspondence for government agencies.
- Trained and coached new employees on administrative procedures, company policies and performance standards.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance data.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services as well as restocking inventory.
- Provide top notch multifaceted assistance to personnel and clients, utilizing robust organisational and technical skills.
Dietary Assistant
St Jude Hospital
2008.05 - 2009.07
- Coordinated meal services to patients in accordance with established schedules and dietary procedures.
- Designed menus and executed meal preparation as per dietary recommendations of patients' Physician and Dietician.
- Organized and planned medical nutrition therapy for average of 30 patients per day for Maternity, Day Surgery, Surgical, Medical and Pediatric Wards.
- Monitored quality control procedures to guarantee preparation and delivery of healthy menu choices
Office Clerk/Money Gram Agent
Going Places Travel Company
2008.01 - 2008.03
- Interacted with customers by phone, email or in-person to provide information.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Administered clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Handled multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Outpatient Clinic Coordinator
University College London Hospital
2006.04 - 2007.07
- Analyzed and registered referral letters in accordance with policy, processing cancer target patients expediently to ensure appointments are within waiting time limits.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity, resulting in promotion to two new team assignments.
- Exceeded call center goals by managing over 50 patient calls per day, with highest call average among team, through effective task prioritization and great work ethic.
- Organized and coordinated Orthopedic patient booking list for Orthopedic consultant.
Education
Certificate - Health And Safety
Alison
Online Learning02.2023
Certificate - Business Administration And Management
Alison
Online Learning12.2022
Diploma
Alison
Online Learning03.2022
Certificate
Advantage Caribbean Institute Ltd
Christchurch, Barbados03.2022
Certificate
University of The West Indies
Morne Fortune, Castries08.2021
Certificate
University of The West Indies
Morne Fortune, Castries06.2020
Associate Degree - Food And Beverage Management
Sir Arthur Lewis Community College
Morne Fortune, Castries2004
Profile Summary
A dynamic, motivated and self-driven professional leveraging knowledge and expertise in optimizing office operations and administrative workflows, streamlining business tasks while demonstrating innovative problem solving. Stellar communication skills with a commitment to provide high-level, customer-focused service. Keen attention to detail and accuracy, while multi-tasking to provide quality deliverables.
Technical Skills
Hard Skills Highlighlights
Computer Skills: Microsoft Office Suite (Microsoft Word, Microsoft Excel, PowerPoint, Outlook), Teams, Zoom, Creative content design using Canva, Research, Customer relationship management
Soft Skills Highlights:
Active Listening, Emotional Intelligence, Team-Oriented, Multi-Tasking and Prioritization, Strong Analytical & Problem Solving Skills, Mentoring, Report Writing
Accomplishments
- Given the opportunity to act in the capacity of Rodney Bay Branch Supervisor, entrusted with the responsibility to manage satellite office team of blended staff of varying ages, sex and backgrounds, in 2020, 2021 & 2023.
- Served on Customer Service Planning Committee in 2019 and 2021, successfully launching multiple events such as Back to School Promotion, Creole Day Customer Service Experience & Customer Service Staff Appreciation Awards Ceremony.
- 2022 Customer Excellence Award & Fun Awards-"Duct Tape Award" & "Champagne Award"
- Awarded Customer Service Employee of the 4th Quarter-October 2021
- Awarded 2018 Innovation Award -For Process Improvement Expertise.
- Performance reviews repeatedly attest to strong oral and written skills.
Timeline
Customer Service Representative
St Lucia Electricity Services Ltd
2009.08 - Current
Dietary Assistant
St Jude Hospital
2008.05 - 2009.07
Office Clerk/Money Gram Agent
Going Places Travel Company
2008.01 - 2008.03
Outpatient Clinic Coordinator
University College London Hospital
2006.04 - 2007.07
Certificate - Health And Safety
Alison
Certificate - Business Administration And Management
Alison
Diploma
Alison
Certificate
Advantage Caribbean Institute Ltd
Certificate
University of The West Indies
Certificate
University of The West Indies
Associate Degree - Food And Beverage Management
Sir Arthur Lewis Community College
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