B2B Contact center supervisor at Pens.com (2021-05-21 – Present)
- Supervised a team of 25 sales representatives (Transactional & Client Relationship Management), providing guidance, training, and performance evaluations to ensure achievement of sales targets and adherence to company policies.
- Conducted regular team meetings and one-on-one coaching sessions to enhance team performance and motivation.
- Developed and implemented effective sales strategies and processes to optimize performance and drive revenue growth in a B2B environment.
- Analyzed sales data and market trends to identify opportunities for business development and adjust strategies accordingly.
- Monitored team performance metrics, such as call volume, revenue achieved, conversion rates, and sales figures, to assess effectiveness and identify areas for improvement.
- Prepared and presented detailed performance reports to senior management, highlighting successes, challenges, and actionable insights.
- Designed and delivered training programs for new hires and existing team members to improve sales techniques, product knowledge, and customer service skills.
- Implemented best practices and continuous learning initiatives to keep the team updated on industry trends and sales strategies.
- Identified and implemented process improvements to enhance operational efficiency and streamline sales workflows.
- Collaborated with other departments, such as marketing and product development, to align sales strategies with overall business objectives.
- Ensured compliance with company policies, industry regulations, and quality standards in all sales activities.
- Conducted regular audits and quality checks to maintain high standards of customer service and sales practices.
- Participate in the hiring process by assessing candidates' language skills through targeted interviews and language proficiency tests to ensure suitability for client interactions and sales roles.
- Collaborated with the HR & talent acquisition teams to develop and refine assessment criteria and selection processes, ensuring the recruitment of candidates with strong communication skills and a high level of fluency.
Telecommunications analyst at DXC Technology (2018-11-13 – 2021-05-18)
- Conducted regular audits of help desk interactions to assess adherence to company standards and customer service protocols.
- Reviewed and analyzed call recordings, chat transcripts, and email communications to ensure accuracy, professionalism, and effectiveness in resolving customer issues.
- Tracked key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and first-call resolution rates.
- Prepared and presented detailed reports on performance metrics, identifying trends, areas for improvement, and actionable insights to management.
- Provided feedback and coaching to help desk agents based on quality assessments, focusing on improving communication skills, problem-solving abilities, and adherence to procedures.
- Developed and delivered training materials and workshops to enhance team performance and align with best practices and company standards.
- Identified process inefficiencies and recommended changes to improve help desk operations and customer service quality.
- Collaborated with management and IT teams to implement new tools, systems, and procedures that enhance the effectiveness of the help desk.
- Monitored customer feedback and satisfaction surveys to gauge the quality of service and identify areas for enhancement.
- Investigated and resolved customer complaints related to help desk interactions, ensuring timely and satisfactory resolutions.
- Ensured compliance with company policies, industry regulations, and quality standards in all help desk activities.
- Conducted regular reviews of procedures and documentation to maintain up-to-date practices and ensure consistency across the team.
- Worked closely with help desk operational team leaders to address performance issues and implement improvement strategies.
- Facilitated communication between different departments to resolve complex issues and enhance overall customer support processes.
ICT help desk agent at CPL Intergrated Services (2013-11-11 – 2018-05-08)
- Provided first-line technical support to end-users for a variety of hardware and software issues, including operating systems, applications, and network connectivity.
- Diagnosed and resolved technical problems through remote support tools, phone, and email, ensuring prompt and effective solutions.
- Managed and prioritized incoming support requests and incidents using the IT service management (ITSM) system.
- Documented and tracked all support requests and resolutions, ensuring accurate and up-to-date records for future reference.
- Delivered high-quality customer service by responding to inquiries with a professional and courteous manner, maintaining clear communication throughout the support process.
- Assisted users with account management, password resets, and access permissions, ensuring compliance with security policies.
- Monitored system alerts and performance metrics to proactively identify and address potential issues before they impact users.
- Performed routine maintenance tasks, such as software updates, system backups, and hardware checks, to ensure system reliability and performance.
- Created and updated knowledge base articles and user guides to provide self-help resources for common issues and solutions.
- Contributed to the development of troubleshooting procedures and best practices to improve overall support efficiency.
- Escalated unresolved or complex issues to higher-level technical support or specialized teams, providing detailed information and context for efficient resolution.
- Coordinated with other departments and vendors to resolve technical issues that required cross-functional support or external assistance.
- Provided guidance and training to new team members on help desk processes, tools, and customer service techniques.
- Maintained accurate documentation of support procedures, technical solutions, and best practices for team reference.
- Collected and analyzed user feedback to identify trends, areas for improvement, and opportunities to enhance the quality of support services.
- Implemented improvements based on feedback and performance metrics to continuously enhance the user experience.
