KADIAN WIGGINS
PROFESSIONAL SUMMARY
Seeking employment with a company where I can use my skills
and education to effectively grow and contribute to the success of
the company. A very organized individual who is willing to learn
new things as time progresses. I am honest and reliable, possess
excellent communication and multitasking skills, enjoy working
with other people, and I am also an enjoyable person to work
with.
WORK EXPERIENCE
CONTACT
Address
Kingston, Jamaica
Phone
-
Email-
SKILLS
Computer Skills.
Communication Skills.
Attention to detail.
Problem Solving.
Collaboration & Teamwork.
Adaptability.
Management Skills.
Interpersonal Skills.
Time Management.
Accountability.
Decision Making.
Critical Thinking.
LANGUAGES
English - Native
Iterum Connections
Training Manager
June 2022-Present
Training experienced employees on new or updated call center
procedures to improve their performance.
Observing the daily operations of call center employees and
identifying any areas of improvement.
Liaising with team leaders and managers to conduct on-the-job
coaching.
Fusion BPO Services
Senior Training Manager
February 2021-February 2022
Worked with the Quality and Operations team to formulate
training and non-training solution.
Set measures for trainer effectiveness and supported new
programs, and managed the Training Team.
Ensured collaboration between the client Training Team and the
internal Training Team.
Centerfield
Trainer
November 2019-January 2021
Developed call centers' education materials, such as digital
presentations, how-to manuals, and instructional videos.
Prepared procedures and policies regarding sales techniques and
appropriate agent conduct.
Scheduled and conducted training sessions on various call center
topics to prepare and support new employees.
Hinduja Global Solutions
January 2017-November 2019
Quality Analyst
Listened to live and recorded calls and provide feedback.
REFERENCE
Available upon request
Identified calls with poor performance and remedy any issues.
Implemented training and coaching for call center agents.
Trainer
Designed effective training programs for both new and existing
call center employees.
Hinduja Global Solutions, Kingston
Subject Matter Expert (SME)
December 2015-December 2016
Mentored and trained junior and new associates.
Monitored and reported on standards & performance targets.
Arranged and chaired weekly team meetings, focusing on
targets & achievements.
Accent Marketing
Technical Engagement Specialist
September 2014-September 2015
Effectively managed a high volume of inbound and outbound
customer calls.
Addressed and resolved customer product complaints
empathetically and professionally.
Accurately documented, researched, and resolved customer
service issues.
Xerox Services
Team Lead
July 2012-July 2014
Created an inspiring team environment with an open
communication culture and set clear team goals.
Oversaw day-to-day operations.
Tier 2 Account and Store Credits/Refunds Agent
Provided customers with cash refunds to their credit cards and
PayPal accounts.
EDUCATION
HEART NCTVET- Food Preparation Certificate
2017 - 2018
Level 3 Chef de Partie
H.E.A.R.T NCTVET Food Preparation Certificate
2016 – 2017
Level 2 Commis Chef
Wolmer’s Trust High School for Girls
2004 - 2006
Diploma
4 CXC Subject
HEART: Level 5
Human Resource Management Certificate (Pending)
