christine pinnock

Inspired team members to meet and exceed individual and collective performance targets through effective coaching and support. Established clear, measurable objectives and developed actionable plans to drive team success and align with organizational priorities. Delivered timely, constructive feedback; conducted regular performance evaluations; and led targeted development sessions to build skills

Developed and maintained complex Excel-based reports, dashboards, and templates to track key performance indicators (KPIs) and operational metrics. Collaborated with cross-functional teams to identify reporting requirements and data sources, ensuring accurate and relevant data collection. Generated routine and ad-hoc reports to assist management in making informed decisions and monitoring progress

Responded to professionals' requests and inquiries through Zendesk via email in a timely and professional manner. Resolved a high volume of customer concerns related to incorrect hours, pay rates, and extra time compensation. Provided guidance and support to professionals regarding various payment methods and procedures.

Tracked call volumes, agent availability, and service levels throughout the day. Ensured the right number of agents were available to handle incoming calls at any given time and communicated the need for overtime where necessary. Generated and shared intraday reports that provided insights into performance and attendance.

Provided exceptional customer experiences by promptly addressing inquiries, offering accurate solutions, and effectively resolving issues. Demonstrated strong interpersonal skills in responding to customer inquiries. Facilitated call transfers when specialized assistance was required, ensuring customers were efficiently connected to the appropriate departments.

Grade: Hons

Completed a Bachelor of Science degree with Honours, specializing in Experimental Biology. The program provided in-depth knowledge and practical skills in various biological disciplines.