Praise Sunday

Praise Sunday Before White House Ado-Contact #:- Professional Background Education University of The People Team Captain/Sales Development Representative Infusemedia. March 2021 – November 2022 Implemented projects on a program-level. ∴ Manage the day-to-day planning, operation and performance of 15 - 20 agents; ensuring the delivery of program KPI’s such as Service Level, Quality, AHT, Productivity and Attrition Rate. Develop team members through motivation, one-on-one coaching, product training and assignment delegation. Serve as conduit between front-liners and the management; ensuring that program goals, product updates and process changes are cascaded with timeliness. Act as POC for program ad hocs for After Rental LOB. ∴ Program Engagement Prime ∴ ∴ ∴ ∴ ∴ Tertiary Education Bachelor of Science in Business Management and Analytics- Skills Professional Communication Skills Business Analytics February 2020– February 2021 Provided support and organizational structure to the program. ∴ PAAU Coaching Assistant Manager Trade Publications Masters in Peoples Management- Manage the day-to-day planning, operation and performance of 15 - 25 agents; ensuring the delivery of program KPI’s such as Service Level, CSAT, Quality, AHT, Productivity and Attrition Rate Determines call center operational strategies by conducting needs assessments, performance reviews and data analytics for strategic plans to hit Service Level Targets. Handling 3 LOB’s for Chat, Voice and Email and making sure that the target is hit with minimal to zero agent defects. Project Management Personal Commitment Leadership Self-Management Independent Learning Assistant/Sales Manager Citizens Disability Integrity January 2019– March 2020 Handled Tier 1 and Tier 2 for 2 LOB’s (Phone and Chat / Email Support). ∴ Manage the day-to-day planning, operation and performance of 15 - 25 agents; ensuring the delivery of program KPI’s such as Service Level, CSAT, Quality, AHT, Productivity and Attrition Rate ∴ ∴ ∴ Manage the Penalties and Incentives for the program and scrutinize data reporting for escalations. Handle client related tasks and coordinate directly in facilitating meetings and discussions for escalation concerns. Coordinate with the RMA team directly from the headquarters for addressing delays and legal escalations Technical Microsoft Office G Suites / Google Office tools Trainings Supervisor Prince and jewels May 2017– July 2018 Implemented projects on a program-level. ∴ ∴ ∴ ∴ Manage the day-to-day planning, operation and performance of 15 - 25 agents; ensuring the delivery of program KPI’s such as Service Level, CSAT, Quality, AHT, Productivity and Attrition Rate. Develop team members through motivation, one-on-one coaching, product training and assignment delegation. Serve as conduit between front-liners and the management; ensuring that program goals, product updates and process changes are cascaded with timeliness. Act as POC for program ad hocs such as Reporting Analysis, Coaching and Cluster RnR program. Provided customer service to account: ∴ Provide advanced level of customer support; with focus on Satellite TV troubleshooting, Networking, hardware and software failure detection, process RA and assist with bill disputes ● ● ● ● ● Brilliant @ the Basics Coach to Lead Client Management Stress Management Corporate Culture ● iAspire Basecamp Review ● Coaching for Excellence Character References Available upon request.