Business Intelligence Specialist/Sales Manager at Webhelp / Concentrix (2021-10 – Present)
Demonstrated strong leadership by driving team performance and fostering a results-oriented culture. Empowered individuals through coaching, guidance, and ongoing professional development. Influenced decision-making through strategic thinking and effective stakeholder engagement. Promoted accountability, ownership, and high-performance standards across teams. Successfully navigated complex business challenges by implementing strategic solutions and driving sustainable results.
- Conduct business trend analysis and transform data into actionable insights.
- Develop operational reports, dashboards, and performance scorecards.
- Present analytical findings and strategic recommendations to senior leadership.
- Collaborate with stakeholders to improve reporting accuracy and operational performance.
- Translate complex datasets into simplified visual insights for business users.
- Support business decision-making through performance analytics and forecasting.
- Monitor operational performance against business KPIs and service level agreements.
- Drive employee performance visibility and operational accountability.
- Conduct root cause analysis to identify performance improvement opportunities.
- Partner with operational teams to implement continuous improvement initiatives.
- Support service delivery teams through operational reporting and business insights.
- Consistently supported operational teams in achieving performance targets.
- Improved employee engagement through coaching and performance support.
- Assisted in driving a culture of accountability and continuous improvement.
- Enhanced operational visibility through impactful reporting and dashboards.
- Supported service delivery teams through performance reporting and analytics.
- Developed actionable business insights that influenced strategic decision-making.
- Successfully partnered with stakeholders to improve reporting accuracy and business performance.
Team Leader at Call Centre International (CCI) (2017-02 – 2021-08)
- Managed and monitored team productivity against operational KPIs.
- Conducted coaching sessions, performance reviews, and development plans.
- Mentored and developed team members to achieve business objectives.
- Managed team reporting, performance tracking, and stakeholder communication.
- Implemented performance improvement initiatives to enhance customer experience.
- Conducted call listening sessions and quality reviews.
- Managed attendance, productivity, and workforce compliance.
- Facilitated daily team huddles and performance discussions.
- Recognised and rewarded high performance to drive employee engagement.
- Managed escalations and ensured timely issue resolution.
- Developed action plans to improve team performance and service delivery.
Sales Representative at Call Centre International (CCI) (2015 – 2017)
- Promoted and sold products and services to new and existing customers.
- Identified customer needs and recommended suitable solutions.
- Achieved and exceeded daily, weekly, and monthly sales targets.
- Upsold and cross-sold additional products and services.
- Handled customer objections and converted leads into successful sales.
- Maintained accurate sales records within CRM systems.
- Followed sales processes, scripts, and compliance requirements.
- Conducted follow-ups on leads, quotes, and customer opportunities.
- Built and maintained strong customer relationships.
Customer Service Representative at Call Centre International (CCI)
- Responded to customer enquiries via phone, email, and online channels.
- Resolved customer complaints and escalations professionally.
- Provided accurate product and service information.
- Processed orders, returns, refunds, and exchanges.
- Ensured high levels of customer satisfaction and retention.
- Maintained strong customer relationships.
- Followed up to ensure customer issues were fully resolved.
- Delivered exceptional service in line with company standards.
