Anazette Reynolds
St. John's,Antigua & Barbuda
Summary
Energetic Communications professional responsible for managing image and preparing supporting professionally written materials. Driven to craft targeted messaging to promote and inform general public of events, promotions and campaigns.
Overview
24
24
years of professional experience
Work History
Corporate Communications Officer
Antigua Public Utilities Authority
06.2018 - Current
- Developing and executing external and internal information public relations strategy and programs
- Manages the Authority's Corporate Sponsorship Program and Community Engagement
- Maintains the integrity and use of the Authority's trademarks, symbols, slogans and logos and other intellectual property
- Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Maintains communications staff by recruiting, selecting, orienting, and training employees
- Developing effective working relationships with local, regional, international and specialist media by arranging press conferences/briefings, recommending information strategies to management and preparing management for public appearances, writing speeches; planning responses; providing information; writing articles; arranging interviews and tours
- Informs public and employees by developing and disseminating information, including fact sheets, news releases, newsletters, updating the staff intranet, photographs, films, recordings, personal appearances, etc.; purchasing advertising space and time
- Manages the emergency Contact Centre
- Direct Team Manager for 24 employees.
Contact Center Coordinator
Antigua Public Utilities Authority
02.2016 - 06.2018
- Managed the day to day affairs of the center, overseeing the quality of customer interaction and provides guidance and coaching to the team
- Resolves issues that cannot be resolved by Team Leaders
- Create materials such as call scripts, standard response emails, policies and training materials for the staff
- Selects and trains contact center staff
- Oversees and monitor calls to provide appropriate guidance and coaching of employees
- Conducts quarterly and annual employee performance evaluations
- Performs analysis of call statistics periodically and produces monthly report for dispatch to management according to deadlines.
Team Leader
Antigua Public Utilities Authority
05.2014 - 02.2016
- Complete operational requirements by scheduling and assigning employees; following up on work results
- Identify Management and employee concerns by surveying environmental, operation and working conditions; recommending solutions
- Ensure that Agents deliver quality customer service in a timely fashion
- Maintain workflow by resolving work-related problems; preparing work schedules for Agents; ensuring adequate staffing
- Monitor operations by collecting information on issues affecting the supply of electricity, telephone and water to customers
- Maintain quality and standards by ensuring that Agents adhere to established policies and procedure; training and arranging for training of workers
- Maintain and develop staff job results by coaching, counseling, and disciplining employees; planning, monitoring and appraising job results
- Prepare operations reports by collecting, analyzing, and summarizing information and trends; submitting monthly and other reports.
Customer Service Representative
Antigua Public Utilities Authority
09.2012 - 05.2014
- Maintained excellent customer relations by interacting with all customers in a courteous and professional manner
- Provided directory assistance by operating a computerized directory assistance system and by assisting customers with directory information
- Responded to customer inquiries at all times; and provides information where necessary
- Recorded and dispatched faults to relevant personnel
- Maintained various online database and entered all Service Orders.
Customer Service Trainer
Call Center Services/Bodog Antigua
11.2010 - 07.2012
- Conducted training for new hires including all operating systems, soft skills and companies policies and procedures
- Performed soft skills training (empathy, conflict resolution)
- Delivered continuous coaching and refresher training (new products and procedures)
- Worked with global training team (updating global training material, suggesting new ideas improving training content)
- Prepared weekly departmental report for senior management team providing details on special projects, training sessions, attendees performance and statistical data.
Sales Representative
Call Center Services/Bodog Antigua
05.2009 - 11.2010
- Assisted potential customers set up accounts
- Assisted customers with best deposit options available for their needs
- Contacted customer to offer incentive bonus and special offers for deposits and player history
- Contacted customers daily experiencing difficulty depositing and assisted making successful deposits.
Front Office Supervisor
Halcyon Cove by rex resorts
05.2007 - 05.2008
- Analyzed results of day-to-day Front Office operations to discover more efficient ways to utilize personnel and resources
- Conducted staff appraisals, provided coaching and continual training and administered discipline
- Coordinate schedules, payroll
- Conducted Public Relations duties
- Attending weekly executive meetings and preparing minutes
- Implemented procedures to respond to guest correspondences in a professional and effective manner
- Direct Supervisor for a team of twelve persons.
Administrative Officer
ABI Holdings
03.2005 - 08.2006
- Prepared purchase orders to replenish supplies
- Prepared and distributed invoices to entities
- Performed quarterly inventory of all stocks held
- Processed payments and posting of entries
- Assisted with the preparation of annual budget
- Maintained and programming security identification cards
- Monthly reconciliation of expense accounts.
Front Office Supervisor
Jolly Harbour Villas
10.1999 - 01.2005
- Responsible for the day to day operation of the Front Office Department (Reception, Reservations, Porters)
- Conducted Duty Manager shifts
- Conducted Annual Staff Evaluation and Assessment
- Conducted Public Relation duties (site visits, tradeshows)
- Handled guests complaints professionally and efficiently
- Assisted in compiling operational budget
- Direct Supervisor for a team of fifteen persons.
Education
Antigua State College
01.1997
Ottos Comprehensive School
01.1995
Skills
- Innovative and Critical Thinking
- Leadership
- Problem Solving
- Team Collaboration
- Reputation Management
- Press Release Writing
- Crisis Management
- Media Communications
Accomplishments
- Planned and Executed Executive Management Retreat for Board of Directors and Managers September 2023
- Executive Management Team Member, Antigua Public Utilities Authority
- Certified Front Office Management from Cornell University
- Certified in Hospitality Management of Middle Managers and Supervisors
- Certified in Caribbean Hospitality Train the Trainer Certification in Customer Service Education
- Certified Supervisory Skills Development Program
- Awarded Supervisor of Year 2003
Timeline
Corporate Communications Officer
Antigua Public Utilities Authority
06.2018 - Current
Contact Center Coordinator
Antigua Public Utilities Authority
02.2016 - 06.2018
Team Leader
Antigua Public Utilities Authority
05.2014 - 02.2016
Customer Service Representative
Antigua Public Utilities Authority
09.2012 - 05.2014
Customer Service Trainer
Call Center Services/Bodog Antigua
11.2010 - 07.2012
Sales Representative
Call Center Services/Bodog Antigua
05.2009 - 11.2010
Front Office Supervisor
Halcyon Cove by rex resorts
05.2007 - 05.2008
Administrative Officer
ABI Holdings
03.2005 - 08.2006
Front Office Supervisor
Jolly Harbour Villas
10.1999 - 01.2005
Antigua State College
Ottos Comprehensive School
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