Odaine Samuels

 OBJECTIVE: To obtain a managing position within company, using experience gained to drive productivity and customer service. Name: Odaine Samuels Mobile:- /- Email:- Overview Experienced Customer Service Manager Over 15 years of experience in the BPO Industry Experience with employee coaching Strong oral and written Communication skills Experienced with training, hiring new employees Embodies “CHIRP” values Work Experience Fusion BPO Services – Angie.com [Client] Title: Team Manager Sales 2020 - 2022 Performance management: track the performance of team members and provide regular feedback to help them improve by setting targets and goals. Coaching and mentoring: provide coaching and mentoring to team members to help them improve their sales skills and achieve their targets. Monitoring sales metrics: monitor sales metrics such as call volume, conversion rates, and revenue to identify areas for improvement and to track progress towards targets. Reporting and analysis: prepare regular reports on sales performance and provide analysis to senior management. Motivation and engagement: keep team motivated and engaged by providing incentives, recognition, and support. Collaboration: work closely with other departments such as customer service to ensure that team is aligned with overall company goals. Hinduja Global Service- National Commercial Bank [Client]- Title: Customer Care Supervisor Managed a team of 18 customer service representatives in a fast-paced call center environment Developed and implemented strategies to improve sales, customer satisfaction and reduce call volume Conducted regular performance evaluations, provided coaching and feedback to team members, and implemented training programs to improve team performance Monitored key performance indicators (KPIs) to track and improve team performance Responsible for submitting data log of interval and daily reports of several line of businesses within the bank directly to Operation Manager and Bank Supervisor of customer service Responsible for aiding in development and growth of customer service representatives Key Accomplishments: •Successfully implemented a new team system, resulting in an increase in efficiency and customer satisfaction •Streamlined certain process, resulting in a reduction in call volume and an increase in first call resolution •Improved team performance by implementing a new training program that resulted in a 25% increase in customer satisfaction scores. Sutherland Global Services - Amazon Seller Support [Client]  - Title held: Seller Support Agent Adviser and technical assistant for sellers on Amazon.com globally Provide up to the hour shipping and asset movement information Submits reimbursement from Amazon to seller Provide primary support to sellers in situations considered to be of high importance XEROX - LIME [Client] April- Title held: Customer Service Supervisor   Handles escalated issues arising from inbound calls, email and twitter request from campaign-based customers [Local Clients] Evaluate and supervise daily performance of 30 customer service representatives Responsible for submitting data log of interval and daily reports of the Mobile line of business directly to Operation Manager Responsible for aiding in development and growth of customer service representatives Coordinated with cross-functional teams to ensure smooth communication and effective resolution of customer issues Conducted regular team meetings and provided coaching and feedback to team members to improve their performance Monitored KPIs to identify areas for improvement and implemented process improvements to optimize team performance Key Accomplishments: Reduced call handle time through process improvements and team training Improved team performance by implementing a new quality assurance program that resulted in a 20% increase in customer satisfaction scores Quality Analyst [Title Held] Supervise and evaluate the level of customer service provided Provide feedback to Customer Service agents, aiding in development and growth Create data log with weekly analysis of findings to Senior Operations XEROX- XM Satellite Radio [Client] April-    Title Held: Quality Analyst Supervise and evaluate the level of customer service provided Provide feedback to Customer Service agents, aiding in development and growth Create data log with weekly analysis of findings to Senior Operations Conduct weekly forums with external Clients, discussing overall quality changes and performance of enterprise PORT SERCURITY CORPS 2005- March 2006 Title Held: Port Security Officer Supervise the entry and exit of personnel on foreign cargo vessel Supervise the loading and unloading of cargo on foreign cargo vessel Create manual data log for loading and unloading of container/ cargo on vessel Academic Institutions attended Titchfield High School Excelsior Community College (attended 2 semesters) Ministry of Education| HEART Trust/NTA Luidasvale Academy Academic Achievements SUPERVISORY MANAGEMENT Level3- HeartTrust Advanced Diploma Information Technology CXC [2] Woods Technology CXC [2] Technical Drawing CXC [3] Geography CXC [3] English Language GCE O Level [C] Physics GCE O Level [C] Mathematics CXC [3] Aviation and Maritime Port Operations [Level1 Certificate] Miscellaneous Personal Information - Own and operate a home bakery -Certified Training from Port Security Corps in partnership with Port Authority of Jamaica -Fire Warden Trained Character References Mr. Marvin Samuels Police Corporal NCB South Tower 2a Oxford Road New Kingston Tel #- Howard McLennon Justice OF the Peace Lot# 238, 4East Portmore, St Catherine-