Odane Richards
47 Grove Road, Kingston, Jamaica-
Objective: Results-driven and experienced professional with over 10+ years in the Business Process
Outsourcing (BPO) industry, including 4 years of Supervisory and Team Management experience.
Seeking a challenging leadership position where I can leverage my strong team leadership and
communication skills to drive performance, enhance productivity, and foster positive staff and customer
relations.
Professional Experience:
Team Leader
Advantage Communications Inc (ACI) Kingston,
| Sep 2021 - Present
- Managed and mentored a team of up to 30+ agents, ensuring they consistently meet or exceed KPIs.
- Mentor and Manage 10 first level supervisors.
- Managed escalated customer queries through email, phone and Zendesk.
- Resolve pay related discrepancies.
- Collaborate with Training, Quality and Clients for an effective running of our operations.
- Provide Quality Analyst support through Call listening, calibration and grading.
- Conducting Interviews for entry level roles.
- Provided effective coaching and upskilling methods to enhance team performance.
- Drove performance through proactive initiatives and recognized high achievers.
- Resolved disputes and addressed payroll discrepancies, fostering a positive working environment.
Sales Coach
Advantage Communications Inc (ACI), Kingston
| Jul 2020 - Sep 2021
- Oversaw sales operations in three Caribbean markets, leading a team of up to 21 members.
- Drove team performance and accountability, resulting in increased sales and revenue.
- Provided detailed market reports to Senior Management and reported market challenges and trends to
clients.
- Collaborated with dialer managers to ensure efficient lead management.
- Worked a hybrid schedule, whenever needed worked from home, done during the pandemic.
I consent to the processing of my personal data for the purpose of recruitment for the position to which I
am applying.
O.Richards
Support Assistant
Sutherland, Kingston
| Mar 2018 - Jul 2020
- Provide assistance to Team Manager, ensuring he/she’s was provided with support day to day.
- Liaise between Team Manager and Team of agents.
- Proactively drove team performance on a day-to-day basis, resolving escalated issues.
- Provided hands-on coaching and upskilling to team members to optimize performance.
- Recognized and rewarded high achievers, fostering a motivated team culture.
- Monitored live calls and provided real-time feedback for continuous improvement.
Customer Service Rep
Sutherland, Kingston
| Mar 2016 - Feb 2018
- Successfully upsold products, enhancing customer experience and driving sales.
- Demonstrated exceptional customer service skills to retain customer loyalty.
- Consistently met and exceeded Daily KPI targets (VOC, AHT, ETC).
Outbound Sales Consultant
Alorica, St. Catherine
| Feb 2013 - Feb 2016
- Developed strong relationships with existing and new customers, promoting new products.
- Maintained an updated database of customer interactions and product knowledge.
- Demonstrated excellent communication skills in educating customers about products and services.
Education:
Pending Level 1 & 2
Heart Vocational Institute, Kingston
Credit
Supervisory Management
University of the Commonwealth Caribbean (UCC), Kingston
2018
| Apr 2023 - Present
| Jul 2018 - Sep
I consent to the processing of my personal data for the purpose of recruitment for the position to which I
am applying.
O.Richards
High School Diploma
Jonathan Grant High School, Kingston
-Sep 2012
| Sep 2006
Certifications:
Lean Six Sigma Foundations
Accredited CPD Standards Office
| Issued Aug 22, 2023
Microsoft Excel 2019/365
Accredited CPD Standards Office
| Issued Aug 19, 2023
Critical Thinking
Project Management Institute
| Issued Jul 22, 2021
Executive Leadership
Linkedin Learning
| Issued Feb 14, 2022
Embracing Unexpected Change
Linkedin Learning
| Issued Feb 10, 2022
Developing Your Emotional Intelligence
Project Management Institute
| Issued Feb 1, 2022
Skills:
- Team leadership and Management
- Strong Verbal and Written Communication
- Conflict Resolution and Creative Problem-Solving
- Interpersonal Skills for Fostering Positive Relationships
- Proficient in MS Windows and G-Suite
Hobbies:
- Playing Video Games
- Reading Books
- Playing football
I consent to the processing of my personal data for the purpose of recruitment for the position to which I
am applying.
O.Richards
- Reading
- Travelling
I consent to the processing of my personal data for the purpose of recruitment for the position to which I
am applying.
O.Richards
