Ramon McDaniel

Handled inbound calls related to customers' wireless, home phone, internet, and cable issues. Provided comprehensive support for various service-related problems.

Engaged in agricultural production including honey (bee keeping), sweet potatoes, peppers, and pumpkin. Managed land lease for farming operations.

Provides regional management for 7-8 customer projects including Sales, Customer Service, Hospitality, and Property Management. Liaises with overseas clients, assists with coaching and development, and manages Workforce and QA.

Oversaw 18 client projects in the Hospitality, Communications, and Tech Industries, managing scheduling, client acquisition, and weekly collaboration calls. Responsible for WFM, time and attendance tracking, payroll hours approval, and enforcing company policies and procedures.

Oversaw day-to-day operations across 18 client departments with 250 employees. Coordinated creation and implementation of new software systems and managed report building for schedule forecasting and attendance tracking.

Started as a Reservation Agent handling inbound/outbound calls and emails for guests across 20+ properties. Progressed through various ranks to Sales Operations Supervisor.

Oversaw daily operations in the Reservations Department, ensuring team members completed tasks efficiently and met company objectives. Monitored KPIs, assisted with shift forecasting, and managed payroll via attendance reports.

Managed a team of up to 25 agents, ensuring completion of QA duties and conducting follow-up coaching for performance and development. Balanced Team Manager and Floor Supervisor duties daily, ensuring tasks were completed and deadlines met.

Responsible for running shifts, tracking employee attendance, and assisting with agent questions. Handled email correspondence, upsells, and manager call escalations.

Assisted the Team Manager and Floor Supervisor with the daily running of the production floor. Responded to agents' questions in a timely manner.

Worked as a Houseman under the H2B Program, contributing to the daily operations of the resort. Ensured guest satisfaction through efficient service.

Performed various roles including Server, Cashier, Store Associate, Dish Washer, and Quality Assurance Clerk. Ensured smooth store operations and customer satisfaction.

Assisted customers with product and service inquiries, pre and post-order issues, and project creation on the website. Provided troubleshooting for website tools via live concurrent chats and calls.

Processed and distributed stationery supplies from head office to all island-wide branches. Utilized QuickBooks software for accounting purposes.

Provided sales and technical support for internet, cable, and phone services to residential customers. Handled troubleshooting, order processing, scheduling installations, and managing customer accounts and billing inquiries.

Obtained a certificate as a Customer Service Supervisor. This program focused on developing skills essential for effective customer service management.

Engaged in undergraduate studies at the University of Technology, Jamaica. The curriculum provided a broad foundation in various academic disciplines.

Grade: 10 subjects (6 distinctions/3 credits/1 pass)

Activities and societies: Cadet Captain (2009-2010), responsible for general oversight of the college and supervision of cadet officers.

Completed secondary education, earning the Caribbean Secondary Education Certificate (CSEC). Achieved strong results across various subjects, including distinctions in six subjects.