Mathilda Thomas
Castle Bruce,Dominica
Summary
Dynamic leader and strategic thinker with a proven track record at Clear Harbor Dominica, enhancing team performance and customer satisfaction through expert coaching and problem-solving. Skilled in data interpretation and communication, I significantly improved business processes and quality control, demonstrating adaptability and professionalism in fast-paced environments.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
2025
2025
years of professional experience
Work History
Performance Specialist
Clear Harbor Dominica
- Served as a mentor to new hires, sharing expertise in quality, company KPI's and best practices for optimal results.
- Facilitated huddles expanding the knowledge base of coworkers in performance optimization techniques.
- Conducted thorough assessments to identify areas of improvement and design tailored intervention strategies.
- Optimized team dynamics for improved overall results through targeted coaching sessions.
- Provided ongoing feedback to advocates direct Supervisor, enabling them to make informed decisions.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Customer Service Supervisor
Clear Harbor Dominica
08.2022 - 10.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Implemented customer feedback surveys to gather insights, leading to strategic improvements.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Achieved significant improvement in team performance through targeted coaching and development plans.
Customer Account Executive
Clear Harbor Dominica
08.2017 - 02.2021
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Implemented customer feedback surveys to gather insights, leading to strategic improvements.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Achieved significant improvement in team performance through targeted coaching and development plans.
Quality Assurance Analyst
Clear Harbor Dominica
02.2022 - 08.2022
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
Education
High School Diploma -
Castle Bruce Secondary
Castle Bruce 07.2005
Skills
- Customer Service
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Critical Thinking
- Team Leadership
- Team building
- Business process improvement
- Documentation
- Professionalism
- Quality Control
- Time management abilities
- Adaptability
- Report Writing
- Data Management
- Forecasting and planning
- Performance Metrics
- Data Interpretation
- Business Operations
- Needs assessments
- Multifactor analysis
- Analyze trends
- Data extraction
- Communication Skills
- Business reporting
- Software testing
- Write reports
Timeline
Customer Service Supervisor
Clear Harbor Dominica
08.2022 - 10.2024
Quality Assurance Analyst
Clear Harbor Dominica
02.2022 - 08.2022
Customer Account Executive
Clear Harbor Dominica
08.2017 - 02.2021
Performance Specialist
Clear Harbor Dominica
High School Diploma -
Castle Bruce Secondary
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