Allyna Bernard

- Perform dual responsibilities across customer support and quality assurance, applying frontline operational experience to evaluate agent performance, customer interactions, and sales outcomes.
- Evaluate and score agent calls against established quality standards, identifying performance gaps, behavioral patterns, and opportunities to improve customer interactions and sales conversion.
- Investi

- Monitored and evaluated customer interactions against quality standards, operational procedures, and regulatory requirements to support compliance and service consistency.
- Analyzed call data, quality scores, and performance metrics to identify recurring trends, performance gaps, and opportunities for improvement.
- Conducted root-cause investigations into quality issues and translated findings

- Managed inbound and outbound customer communications across calls and emails, addressing inquiries and supporting timely issue resolution.
- Maintained accurate customer records and interaction documentation, ensuring information was recorded consistently and in accordance with established procedures.
- Identified recurring customer concerns and common service issues, contributing observations t

- Managed quality monitoring and performance coaching for a team of up to 30 agents, maintaining average processing accuracy above 94%.
- Conducted 350+ quality audits per month to evaluate performance against established standards, identify discrepancies, and monitor adherence to operational procedures.
- Delivered 20+ coaching sessions monthly, translating audit findings and recurring performanc

- Processed 60+ daily mortgagee and lender change requests with 99% accuracy, maintaining data integrity across client policy records.
- Reviewed and validated documentation to ensure the accuracy and completeness of account updates.
- Applied established procedures and confidentiality requirements when handling sensitive client information.
-Supported accurate, consistent transaction processing i

- Processed a range of back-office transactions, including cancellations, payments, and special requests, in accordance with established procedures.
- Reviewed and updated transaction documentation to support accurate recordkeeping and timely processing.
- Coordinated with internal teams to facilitate transaction handling and maintain compliance with operational requirements.
- Applied attention t

• Handled high-volume customer inquiries via phone, ensuring clear and consistent communication regarding policy and account information.
• Delivered accurate guidance aligned with company policies and documented all interactions per protocol.

• Collected, analyzed, and presented data from community surveys using Google Workspace.
•Created and delivered educational content via Google Slides and Microsoft PowerPoint to support sustainability awareness for local businesses.

• Participated in hands-on fieldwork focused on amphibian conservation and ecological research, with a special emphasis on native treefrog species.
• Assisted in swabbing and monitoring treefrogs to support research on disease prevention and population health.
• Collected and recorded field data to contribute to long-term wildlife tracking and conservation initiatives.
• Supported awareness effort

• Conducted field mapping and visual assessments of residential and commercial buildings in preparation for the national census.
• Verified and updated geographical data to ensure accurate enumeration boundaries and population coverage.
• Collaborated with team members to systematically collect, record, and report data using digital mapping tools.
• Played a key role in laying the groundwork for a

• Co-hosted and contributed to Civic Vibes, a live radio segment focused on youth-led discussions of current social and civic issues in Dominica.
• Created an engaging platform for young voices to share opinions, raise awareness, and advocate for positive societal change.
• Facilitated thought-provoking conversations on topics including politics, education, community development, and youth empower

• Provided one-on-one and small group tutoring to primary and high school students across a range of subjects.
• Assisted students with homework, exam preparation, and study techniques to improve academic performance and build confidence.
• Adapted tutoring strategies to meet individual learning styles and academic needs.
• Encouraged critical thinking, time management, and a positive approach to

• Worked alongside Forest Ranger Mr. Felix Eugene in the Roseau Range, supporting efforts in wildlife protection, agriculture, and afforestation.
• Assisted with monitoring and caring for local wildlife species in protected areas.
• Contributed to reforestation and land management initiatives aimed at promoting environmental sustainability.
• Gained hands-on experience in conservation practices, f

• Tutored Grade 2 and Grade 3 students in core subjects, helping them with homework, reading, and foundational learning skills.
• Provided personalized academic support to reinforce classroom learning and improve student confidence.
• Created a nurturing and structured environment to support early childhood development.
• Developed patience, creativity, and strong communication skills through dail

• Gained a solid conceptual and operational understanding of key HR functions, including recruitment, selection, training, planning, and employee development.

• Explored core HR strategies and practices aligned with organizational goals and workforce needs.

•Developed foundational knowledge in talent management, workforce planning, and HR best practices.

•Earned top marks (Grade A), demonstrati

Some Key Coursework:

Human Geography – Interrelationship between human populations and the environment (GPA: 3.75)

Economic Geography – Spatial variation in economic activities (GPA: 3.25)

Political Geography – Analysis of political units and boundaries (GPA: 3.50)

Statistical Data Analysis – Quantitative research using SPSS (GPA: 3.25)

Fundamentals of Statistics – Data collection and analysi

CXC/CSEC GRADES
Biology, English A, and Mathematics - Grade One
Caribbean History, English B, Geography and Spanish - Grade Two