RICARDO PORTER
Associate Account Manager
Kingston, Jamaica
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SUMMARY
Effective Team Manager with more
than 10 years of involvement working in
deals, client care, and agent
onboarding. An energetic and friendly
expert who appreciates working with
individuals and giving astute and fair
item data to intrigued customers.
A coordinated, trustworthy, and
enthusiastic pioneer who has the
demonstrated capacity to inspire
individual partners successfully. Certain
communicator and capable moderator
in everything from deals pitches to
departmental introductions.
WORK EXPERIENCE
May 2022-Current
Utility Cordinator
Ibex Global
Portmore, Jamaica
Manage the utilities of properties sold by Open-door ( Property Management Company).
Manage the scheduled termination of utility services they and also ensure account deposits are returned.
Manage the documentations needed for proper transfer of the homes once sold by Open-door.
Manage the the real estate agents and potential buyer access to the homes.
File unsolicited access infringements and home issue reports.
September 2020-July 2021
Associate Account Manager
SUTHERLAND GLOBAL
Jamaica
Inbound Collections
Manage the process of how deficient accounts holders are able to bring their account current.
Manage the payment schedules and provide alerts as to possible infractions to the payments schedules.
Assist with the ease of access for agent customer interactions by means of revised knowledge base practices.
January 2020-September 2020
Lead Generation Agent
TOMEDES
Jamaica
Manage the ease of the translation needs of high profile clients such as Google, Amazon and Spotify just to name a few.
Provide fast and reliable translation accommodations to a wide variety of industries: Tourism and Travel, Health Care,
Manufacturing, Media and Ecommerce.
The translation needs were accommodated through:
Chat
Email Support
Sales Agent
Customer Satisfaction
Customer Retention
Outbound Sales Call
Lead Generation Creation
January 2018-January 2019
Customer Service Representative
SPYTEC INC
Jamaica
Customer Service / Sales Representative
Assist customers with making their purchases and also answering any queries about previous purchases.
Marketplace Representative
Assist SpyTec online customers with customer service queries
Assist with the updating of SpyTec online
inventory
Assist with the SpyTec online customer
feedback responses
Technical Support Representative
Assist customers with troubleshooting
their devices
Respond to customer technical tickets
and provide follow up calls
Provide technical support for Customer Service, Sales, and Marketplace
Departments at Spytec
January 2017-September 2018
Team Manager
IBex Global
Portmore, Jamaica
Provide proper management and oversight of assigned team members
Coaching and Agent development
Provide feedback to agent and upper management as to steps to correct and improve negative trends (Performance
Improvement Plan)
Liaison with the workforce team to ensure maximum adherence is achieved
Track adherence to work schedules such as login time, breaks, lunch, etc.
Liaison with HR Department and Training Department in the Hiring and Onboarding process
September 2016-March 2017
Engagement Coach
Startek
Kingston, Jamaica
Responsibilities
Provide quality feedback to the Quality
Department and the agents based upon calls evaluated.
Assist the Training Department with feedback regarding quality issues.
Agent Development via coaching to soft skills, negative behaviors trending throughout calls.
Provide a tracked improvement outline of
agents via an Action Plan tracker, focusing on performance and key areas of improvement.
Call Floor Operations
Provide onsite support on the bridge call with client services and client operations.
Uptraining for supervisors
Payroll
Workforce Management
Scheduling - Create agent scheduling
Queue watching
Adherence Evaluation - Provide feedback based upon adherence, occupancy, answer rate, and average talk time.
EDUCATION
-Current
Certificate
University of the West Indies Open Campus
Jamaica
University of the West Indies Open Campus
Supervisory Management Certificate-
Graphic Arts
EDNA MANLEY COLLEGE of the VISUAL and PERFORMING AARTS
Kingston, Jamaica
EDNA MANLEY COLLEGE
Computer Graphics
September 2005 - June-
Pre Engineering
UNIVERSITY OF TECHNOLOGY
Kingston, Jamaica
UNIVERSITY OF TECHNOLOGY
Advanced courses
Advanced Physics
Advanced Chemistry
Advanced Mathematics-
Caribbean Examination Council
WOLMERS BOYS SCHOOL
Kingston, Jamaica
WOLMERS BOYS SCHOOL
English Language
English Literature
Mathematics
Biology
Physics
Chemistry
Technical Drawing
Information Technology
SKILLS
Lead Generation
Sales Agent
Customer Service
Inventory
Credit Issues
Customer Service Oriented
Conflict Management
Retail Sales
Management Foundations
Transitioning to Product management
Communication for Product Managers
Product Management Foundations Quality
Product Management Customer Development
English - Intermediate
Coaching
Problem-Solving
Maintenance
Computer Graphics
Supervisory Management Certificate
Account Manager
Technical Support
Team Management
CERTIFICATIONS
LANGUAGES
Time Management
Customer Service Representative
Scheduling
Relationship Building
Sales Call
Documentation
Collections
Onboarding
Self Motivated
Interviewing
Liaison
Data Entry
