Cooking, Event Planning, sporting activities
FIDRENE WONG
Montego Bay
Summary
Results-driven and highly disciplined professional with over 10 years of experience in team leadership, customer service operations, and administrative support. Proven ability to manage teams, enforce policies, and maintain high standards of service delivery in fast-paced environments. Demonstrates strong attention to detail, integrity, and accountability—key competencies required for a Information Officer role within the Jamaica Customs Agency. Adept at handling confidential information, resolving complex issues, and ensuring compliance with organizational procedures.
Overview
23
23
years of professional experience
Work History
Team Supervisor
Conduent
Montego Bay, St. James
10.2012 - Current
- Lead and supervise a team of 25+ customer service representatives in a high-volume environment.
- Conduct recruitment activities including interviews, onboarding, and training of new employees.
- Monitor staff performance through call audits, coaching sessions, and quality evaluations.
- Manage escalated cases, ensuring timely and effective resolution.
- Prepare and present monthly performance and operational reports.
- Coordinate weekly client meetings to review service delivery and performance metrics.
- Oversee daily operations in the absence of senior management.
- Ensure strict adherence to company policies and client compliance standards.
- Assist with Workforce Management functions, including scheduling and staffing.
- Key Achievements:
- Successfully improved team performance and service quality through continuous coaching and monitoring.
- Played a critical role in training and developing new hires, contributing to team stability and productivity.
- Recognized for strong leadership and problem-solving skills in handling complex customer issues.
- Developed and mentored low-performing associates into high achievers, resulting in promotions to senior roles within the department and across the organization.
Data Entry Clerk
Transport Authority of Jamaica
Sagicor Complex, Fr Montego Bay
02.2010 - 07.2011
- Entered and maintained sensitive licensing data with a high level of accuracy.
- Verified documents to ensure compliance with regulatory requirements.
- Supported administrative processes to maintain efficient operations.
- Achievement:
- Maintained a strong record of accuracy and reliability in handling official data.
- Maintained database integrity by regularly updating records and verifying information.
- Processed high volumes of data entries with accuracy and attention to detail.
Customer Service Representative
True Colors Digital Imaging
09.2008 - 01.2010
- Delivered customer-focused service in a fast-paced retail environment.
- Designed and processed digital photo products based on client specifications.
Customer Service Representative
National Asset Recovery Service
07.2005 - 07.2008
- Assisted customers with inquiries and administrative processes.
- Maintained accurate records and supported office operations.
Sales Representative
Teleservices Jamaica
02.2003 - 06.2005
- Achieved sales targets through effective communication and persuasion.
- Built strong customer relationships, contributing to repeat business.
Education
Bachelor of Science - Business Administration
University of The Commonwealth Caribbean
16 East Street, Montego Bay, Jamaica07-2025
High School - Accademics
Maggotty High School
Maggotty, Saint Elizabeth 01-1999
Skills
- Leadership & Team Supervision
- Border & Regulatory Awareness (Compliance-Focused Mindset)
- Customer Service & Public Interaction
- Conflict Resolution & Escalation Management
- Data Entry & Records Management
- Quality Assurance & Performance Monitoring
- Writing Report & Documentation
- Policy Enforcement & Compliance
- Time Management & Multitasking
- Integrity & Confidentiality
Interests
Timeline
Team Supervisor
Conduent
10.2012 - Current
Data Entry Clerk
Transport Authority of Jamaica
02.2010 - 07.2011
Customer Service Representative
True Colors Digital Imaging
09.2008 - 01.2010
Customer Service Representative
National Asset Recovery Service
07.2005 - 07.2008
Sales Representative
Teleservices Jamaica
02.2003 - 06.2005
Bachelor of Science - Business Administration
University of The Commonwealth Caribbean
High School - Accademics
Maggotty High School