Mandy Ann Micallef
Junior Trainer
Rabat
Summary
Polite and Professional Customer Service Agent with almost 4 years of experience addressing customer queries and concerns.
Passionate Product-Trainer with extensive knowledge of 1SS/MEYR/REWS training. Motivated Product-Trainer eager to help new recruits advance in knowledge and abilities to meet career goals.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Kitchen/Drive Thru Receptionist
Kentucky Fried Chicken (KFC),
03.2016 - 12.2016
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Work in Kitchen mainly on burger and frying sections
- Receive client orders from Drive-Thru
- Process client orders
- Overlook client orders and setup packaging
- Clearing of kitchen
- Aid supervisors or managers with stock taking
Subway
Subway
12.2016 - 05.2017
- Baking bread for next shift.
- Ordering food for next shift (stock ordering).
- Cashier.
- Bake cookies.
- Counting Till, each shift.
- Cleaning fast food restaurant.
- Managing shop alone on shifts.
- Barista (basic).
- Worked flexible hours; night, weekend, and holiday shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Actively listened to customers' requests.
- Maintained clean, sanitized and well-organized food preparation zones.
- Reduced customer wait times by quickly and efficiently operating customer window and sales register.
- Met sales targets by encouraging customers to buy extra food items such as drinks, desserts and sides.
- Efficiently prepared sandwiches and other menu items for guests.
- Checked completed orders for accuracy and bagged meals for easy carrying.
Cashier
Arkadia Foodstore Portomasso
05.2017 - 05.2019
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Reviewed and resolved differences between accounting information and cash drawer.
- Counted cash in register drawer at beginning and end of shift.
- Used cash registers and POS systems to request and record customer orders and compute bills.
- Resolve customer complaints
- Greet and acknowledge each customer
- Maintaining neat, tidy and orderly work area
- Redeem coupons and vouchers
- Refer customers to the appropriate person to answer queries and deal with any problems
- Working at busy area and busy timings
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Answered questions about store policies and concerns to support positive customer experiences.
- Restocked and organized merchandise in front lanes
Call Center Customer Service Representative
Centrecom
04.2019 - 01.2023
- Answer incoming calls and respond to Beneficiaries 's queries.
- Management and resolve Beneficiaries complaints..
- Identify and escalate issues to supervisors.
- Provide information to customers.
- Handle: In/out-bound Calls, Live Chat, Emails & workflow of CRM.
- Multi-tasking between calls and System to explain.
- Ensure feedback from Beneficiaries to further improve customer services
- Keep System Updated with Beneficiaries contact information
- Introduce myself on phone. Check identity and confirm DPA of the person I am speaking to .
- Adhered to company policies to consistently achieve call-time and quality standards.
- Responded to customer comments and questions via Live Chat during Office-hour shifts.
- Create FAQ's of 1-stop-shop & MEDE queries onto the Live Chat.
- Assist in back-office of live chat with Intents & Entities.
- Creating intents onto the Live Chat bot to assist beneficiaries further.
- Create Entities onto the Live Chat bot.
- Make sure Live Chat is running efficiently.
Personal Development Program
Centrecom
03.2022 - 01.2023
- Had been made aware of all training procedures by following the Mentor.
- Had been given SOP's in order to adhere with the policies & procedures.
- Helped OPS when was needed & when all the Quality Assurance duties were complete.
- Had given Training to Internal & External Agents on 3 projects [1SS/MEYR/REWS] & has also given workshop training [Such as School Transport Refresher/Stipend Refresher/Blue-badge &SID-EU Card & many others...]
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new systems.
- Proven ability to learn quickly and adapt to new situations.
Junior Trainer
Centrecom
Mosta, Il-Mosta
02.2023 - Current
- Fill in QA Schedule/Timesheet/Product Trainer Time-in & Time out/PDP Trackers on a daily basis.
- Performed continuous updates of content on E-learning [Student Campus & Learn Dash] as guided by MEMO's & Department/Entities Websites & Manual.
- Create Info-Sheets & System Operation Procedures (SOP)'s to assist agents when they finalize training.
- Create a Final Assessment for Newbie Agents to commence during their last Training day.
- Had completed all Pre-Training-Tasks before any training have commenced.
- Had completed all During-Training-Tasks.
- Had completed all Post-Training-Tasks.
- Give Training to Newbie Agents.
- Give Soft-Skills training to Newbie Agents alongside with Junior & Senior Coaches.
- Give CRM training to Newbie Agents.
- Proceed Agents to take calls on their own as academy day.
- After 4 weeks of the agent being live, invite Team-leaders of newbie's project & mentor as to see how the newbie has been doing after training & if any changes is needed during training.
- Created and oversaw Workshops, Refreshers & Buzz sessions for the operation team.
- Collaborated with fellow trainers to create a cohesive and consistent training program across all departments.
Education
High School Diploma -
Santa Teresa Junior Lyceum, Secondary.
Mriehel 09.2009 - 04.2014
MATSEC - ECDL, Math's, Maltese & Physics O'level's
St. Theresa Junior Lyceum, Secondary College.
Imriehel 09.2014 - 09.2014
SEC Course - Business, Computer Studies & English O'Level's
Giovanni Curmi Higher Secondary,
Naxxar, Malta 09.2014 - 04.2015
No Degree - FOOD HANDLING COURSE B
Farsons
Qormi 08.2016 - 08.2016
Skills
- Customer support
Keyboarding
LiveChat
Call center operations
Inbound phone calls
Logging call information
Calm disposition
Answering questions
Complaint resolution
Cash Handling
Documentation and reporting
Service recommendations
Training Reviews
QC Scorecard
Delivering Project Knowledge
Hobbies
- Listening to Music
- Travel around Malta & Gozo by car
- Meet with peers for Bi-weekly creativity & conflict resolution exercises. Gained necessary experience for character & skill development. Learned to quickly assess situations and collaborate to find the best practice solutions.
- Streaming into a streaming server [such as Twitch] with my partner whilst playing video games/painting or just chatting.
- Assisting my partner with his own Self-Employment with Quality Checking & Digital Marketing on his Facebook & Instagram
Timeline
Junior Trainer
Centrecom
02.2023 - Current
Personal Development Program
Centrecom
03.2022 - 01.2023
Call Center Customer Service Representative
Centrecom
04.2019 - 01.2023
Cashier
Arkadia Foodstore Portomasso
05.2017 - 05.2019
Subway
Subway
12.2016 - 05.2017
No Degree - FOOD HANDLING COURSE B
Farsons
08.2016 - 08.2016
Kitchen/Drive Thru Receptionist
Kentucky Fried Chicken (KFC),
03.2016 - 12.2016
MATSEC - ECDL, Math's, Maltese & Physics O'level's
St. Theresa Junior Lyceum, Secondary College.
09.2014 - 09.2014
SEC Course - Business, Computer Studies & English O'Level's
Giovanni Curmi Higher Secondary,
09.2014 - 04.2015
High School Diploma -
Santa Teresa Junior Lyceum, Secondary.
09.2009 - 04.2014
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