Caren Chambers-Cox

Director of Admin & Resource Management

MLIS, B.Sc. Business Administration

Caren is an information practitioner and with 19 years of managing people and delivering customer experience. Caren has completed several trainings in management of resources. She currently leads the archive unit at the University of Technology Jamaica, and serves on their Faculty Board, and Curriculum Committee. She is also the Chairperson for the College Libraries Information Network (COLINET).

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Store Supervisor Retail

The Store Supervisor (Retail) be responsible for the effective and efficient performance of the following task:

Inventory Management

  • Check sample and keep accurate records on stock that enters retail stores.
  • Verify the accuracy of purchase orders and quantity received at retail stores.
  • Checking, recording, and reporting defects.
  • Monitor inventory turn-over by ensuring that stock levels are adequate for sale based on sale trends.
  • Providing monthly reorder lists based on the availability of items that are needed ensuring that reorder levels are accurate and are being updated consistently.
  • Record and update stock levels that are being transferred to different locations.

 

Cash Management

  • Validate and count cash in drawers at the start of sales associates shift.
  • Process cash refunds according to the refund procedure set out by Manager.
  • Refill cash register drawers when they run out of smaller change.
  • Remove excess cash and bring to the back office when there is a need.
  • Oversee end of day procedure to ensure cash is properly reconciled and accounted for as per end of day point of sale report.
  • Urgently address cash discrepancies in accordance with outline procedures.

 

Customer Service /Relief Support

  • Assisting sales associates by providing relief support for cashiering duties on day-offs and lunch breaks.
  • Overseeing and assessing sales associates by providing weekly updates on key performance indexes.
  • Provide excellent customers service by answering queries and assisting customers where necessary.
  • Record and handle customer complaints and escalate where necessary.

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Service Delivery Coordinator

Service Delivery Coordinator Roles and Responsibilities

Service Delivery Standard

  • Enhances IT effectiveness by providing information management support, representing the company to others.
  • Deliver services and being compliant with IT systems, procedures, and policies, and supervising resources and projects.
  • Ensures that inbound and outbound transactions are executed and filed according to procedures and company’s obligation.
  • Creates and maintains required documentation that meets standards and procedures
  • Guided by ITIL processes and standards
  • Creates training material, documentation and manuals, documentation of records for recurring errors

Service Coordination & Administration

  • Monitor the daily operation of Service Desk function including direct call handling and incident management.
  • Ensures all tickets and requests are managed and complete according to defined service levels and processes.
  • Coordinates daily processes to ensure adherence to defined standard.
  • Ticket dispatching and ticket escalations between all tiers of support
  • Resolve IT support issues by coordinating preparation of reports, analyzing data, and identifying solutions.
  • Complete tickets by assigning task; following up on results, and coordinate resources for service delivery 

Effective people & resource management

  • Creates and updates resource assignments and scheduling for multiple teams
  • Provide support to internal customers
  • Contributes to team effort by accomplishing related results as needed.

Effective customer experience

  • Delivery of first level support to clients via established communication technology
  • Helps with computer setup/configuration tasks as directed
  • Maintains customer confidence and protects operations by keeping information confidential.
  • Promptly address complaints and areas of concern

 

Quality Assurance

 

·   Assist in devising procedures to inspect and report quality issues

·   Monitor and escalate all issues relating poor quality of service

·   Assure the reliability and functionality of products by checking products before leaving  service center

·   Maintain direct follow up on customer jobs via email or phone call

·   Report all malfunctions of products to Service Delivery Manager to ensure immediate action

·   Assist in providing proactive solutions by collecting and analyzing quality data

·   Ensure that quality standards are adhered to

·   Keep records of quality reports, statistical reviews, and relevant documentation

·   Ensure all legal standards are met

 

Operations

  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
  • Respond to queries and investigate discrepancies.
  • Perform any other duties that may be assigned from time to time.

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Business Development Officer

Job Overview

The Business Development Officer will also be responsible for the complete sales cycle with the view of maximizing revenue, margin, and client satisfaction.  Having resources for assistance, the role is to develop deep relationships with key people and uncover sales opportunities, while delivering ongoing value to clients.

The Business Development Officer will be a reference point for all sales-related queries, meet with existing clients to unearth opportunities and meet new clients to generate leads and close deals.

Requirements/Qualifications:

 

The incumbent should have obtained bachelor’s degree in computer science, Business Administration, or related field. The role requires over 3 years of sales experience within the technology industry.

Our company culture requires continuous professional learning and development.

The incumbent will require the following skills to execute the job effectively:

  • Strong relationship building skills.
  • Communication Skills
  • Self-Managed
  • Presentation Skill
  • Opportunity Closing Skill
  • Leverage internal relationship and sell the ‘value add.’
  • Technically competent
  • Experience in Cloud Computing Technologies
  • A desire to keep up to date with new technology and training.

Business Development Officer Role and Responsibilities

The Business Development Officer   will be responsible for the effective and efficient performance of the following tasks:

Planning & Strategy

·           Build and execute a call plan that will ensure maximum return with assistance

       from senior managers and partners.

·           Create monthly work plan.

·           Develop a solid understanding of the product range and present an informed overview.

·           Understand strengths and weaknesses in the product sets from a technical perspective.

Lead Generation

·           Make outbound sales calls to clients and prospects as per call plan.

·           Up and cross sell each opportunity for maximum margin and differentiation

·           Identify professional services opportunities in conjunction with the service

       delivery and project delivery teams.

·           Capture and maintain all relevant data needed to sell and renew.

·           Participate in lead generation events.

Execution

·           Liaise with other divisions, as required, to ensure efficient customer transactions

       that ultimately deliver a sound buying experience.

 

Administration & Reporting

·           Ensure all client issues are resolved promptly and seek management guidance

       where necessary.

·           Accurately forecast business with senior manager on a monthly basis.

·           Work with operation team and provide support where necessary to ensure timely

       logging of orders.

·           Ability to anticipate risks and devise solutions to resolve issues promptly.

·           Support account receivables with collection

Customer Relationship Management

·           Ensure all clients are alerted of any up‐coming renewals.

·           Ensure the CRM is updated and used pro-actively to drive business engagements

       and forecasting

·           Should have a good understanding of our value proposition and should be

       able to understand the customer requirements.

·           Own the full sales cycle, from identifying expansion opportunities

                   to build relationships with key stakeholders to negotiation and contracting

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The Store Supervisor (Retail) be responsible for the effective and efficient performance of the following task:

Inventory Management

  • Check sample and keep accurate records on stock that enters retail stores.
  • Verify the accuracy of purchase orders and quantity received at retail stores.
  • Checking, recording, and reporting defects.
  • Monitor inventory turn-over by ensuring that stock levels are adequate for sale based on sale trends.
  • Providing monthly reorder lists based on the availability of items that are needed ensuring that reorder levels are accurate and are being updated consistently.
  • Record and update stock levels that are being transferred to different locations.

 

Cash Management

  • Validate and count cash in drawers at the start of sales associates shift.
  • Process cash refunds according to the refund procedure set out by Manager.
  • Refill cash register drawers when they run out of smaller change.
  • Remove excess cash and bring to the back office when there is a need.
  • Oversee end of day procedure to ensure cash is properly reconciled and accounted for as per end of day point of sale report.
  • Urgently address cash discrepancies in accordance with outline procedures.

 

Customer Service /Relief Support

  • Assisting sales associates by providing relief support for cashiering duties on day-offs and lunch breaks.
  • Overseeing and assessing sales associates by providing weekly updates on key performance indexes.
  • Provide excellent customers service by answering queries and assisting customers where necessary.
  • Record and handle customer complaints and escalate where necessary.