Center Administrator at Pearson (2023-09 – Present)
- Preparing and setting up the testing environment, including ensuring that all necessary materials and equipment are available and in working order.
- Managed test administration and candidate support to ensure compliance with company standards.
- Assisted candidates with technical and procedural issues during the test.
- Maintaining the security and confidentiality of the test materials, ensuring that no unauthorized access or cheating occurs.
- Oversaw inventory of test center to ensure availability of materials and consistent maintenance.
- Identified operational improvement areas in testing center and recommended actionable solutions.
- Coordinated communication with external partners, including vendors and suppliers, to facilitate testing operations.
- Coordinated with internal teams and external stakeholders to resolve operational challenges.
- Maintained facilities, resources, and security protocols to deliver a seamless testing environment.
Team Leader at Teleperformance (2022-09 – 2023-09)
- Led and mentored team of customer support representatives to enhance service delivery.
- Ensured team members delivered high-quality customer service by effectively addressing inquiries and resolving issues.
- Set performance goals and expectations for team members.
- Inspire and motivate team members to achieve service goals and maintain a positive work environment.
- Resolved complex customer issues that required escalated support.
- Act as the point of contact for customer complaints or concerns that require management involvement.
- Identified process improvement opportunities in customer support workflow and proposed changes to boost efficiency and customer satisfaction.
- Coordinate with clients for smooth running of the process.
- Handled processing tasks for Samsung customer inquiries and support.
Team Leader at 31 Parallel (2020-01 – 2022-01)
- Lead and manage a team of sales representatives, providing direction, guidance, and support.
- Set clear performance expectations and sales targets for team members.
- Develop and implement sales strategies and tactics to achieve revenue and sales objectives.
- Provided ongoing coaching and mentoring to develop team skills and knowledge.
- Conduct regular performance evaluations, provide feedback, and set goals for individual team members.
- Trained and onboarded new sales team members to enhance team performance.
- Streamlined sales process to maximize efficiency and productivity.
Customer Care Executive at Concentrix (2019-08 – 2020-12)
- Interact with customers via phone, email, chat, or in person, addressing their inquiries, concerns, and requests.
- Resolved customer problems, complaints, and service-related issues to enhance satisfaction.
- Applied established procedures to efficiently address and resolve customer concerns.
- Have a deep understanding of the company's products or services to provide accurate information to customers.
- Provided information, advice, and guidance on product selection, usage, and troubleshooting to support informed customer decisions.
- Process orders, returns, and exchanges, ensuring accuracy and efficiency in transactions.
