Odane Richards

Experienced customer service and management professional with a strong track record in remote operational environments. Proven ability to lead teams towards achieving excellent customer service standards and operational efficiency. Seeking to leverage my skills in a dynamic team to contribute to and grow with the company. O'Dane O. Richards Work History 2025- 01 - Customer Support Agent 2025- 10 TalentPop, Online-based Remote • Responded to customer inquiries via phone, email, chat, and social media, delivering prompt and accurate support. • Handled product replacements, order updates, and general service requests while providing clear Skills information on products, billing, and policies. Developmental needs to ensure timely and effective resolutions, Customer Service maintaining high customer satisfaction. • Escalated complex issues to senior support teams Active Listening Problem-solving abilities Marketing Acquisition Specialist, Service Desk Administrator, Service Desk Setup Agent Call center experience Gig Market Place (LiveXchange), Online-based Product Knowledge 2023-11 - Call Management 2024-10 Problem Resolution Remote, Newmarket, Ontario, Canada Critical Thinking • Managing user requests, assessing their needs, Computer Proficiency and providing support or solutions accordingly Scheduling • Assist with agent onboarding for various Live chat support contracts- Support Agent (mobile and Residential Department 'Flow') Advantage Communications Ltd (Online-based Remote), Kingston, Kingston, Jamaica • Responsible for addressing inquiries, resolving issues, and providing information about products and services. • Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment. 2017-03 - Supervisor/Assistant Manager (Relief) 2021-01 BT Ventures Ltd (Online-based Remote), Hartford, Connecticut • Support staff results by communicating job expectations and planning, monitoring, and appraising job results. 2016-05 - Location Supervisor 2016-12 ABC Fire and Life Safety Ltd., Palmer Cross, Clarendon, Jamaica • Obtain job results by coaching, counseling, and disciplining employees • Plan, monitor, and appraise job results. - Tech-Customer Service Representative/Quality Assurance Agent. Accent Marketing Ltd., Kingston, Kingston, Jamaica • Handle customer inquiries via phone, email, and chat, giving prompt answers to customer questions • Evaluate customer interactions, identify areas for improvement, and provide effective coaching to enhance the overall customer experience. - Digicel Account: Customer Care Supervisor/ Fullgram Solutions, Kingston, Kingston, Jamaica • Oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints • Analyze data to optimize staffing levels and schedules. 2006-09 - Early Childhood Educator/teacher Aid 2010-02 National Youth Service, Kingston, Kingston, Jamaica • Plan activities to help with learning and development • Observe, assess, and record children's development. Education 2017-09 - GED 2018-06 Excelsior Community College - Jamaica - Network And System Administration . Gomex Institute of Technology - Jamaica- Institute of Academic Excellence - Jamaica - High School Diploma Mona High School - Jamaica City and Guilds • Mathematics - Stage 2 Certificate, Pass • English - Stage 2 Reading and writing, Merit Subjects and Grade • Mathematics, 3 • English, 3 • Religious Education, 3 • Integrated Science, 2 • Social Studies, 3 • History, 3 References Will be provided upon request