Wayne Gilles

My name is Wayne Gilles I currently live in the Dominican Republic.

I'm an independent and hard-working professional with solid work ethic, with 10+ years of experience in Customer Service/Technical Support and Sales support for a variety of branded name companies and products, with skills in coaching, developing, and supervising team individuals to drive them to success.

With a guarantee of more than 90% in QOS (Quality of Service), more than 85% of FCR (First Call Resolution), your customers will receive a genuine customer service experience.

I started in 2009 with Stream Global Service (Now Convergys) as a customer service representative, then was promoted to the Advance Technical Support Tech (Dr Dish).

Contracted by Alorica/Nearshore Call Center Services to work in Samsung Electronics Canada Project (English) as a CSR,

Promoted to Team Manager Position to develop, train and supervise 15+ technical support agents. Create an environment of teamwork and high productivity for individuals within the Samsung Campaign. Coach and develop personnel to ensure compliance of all policies and procedures required for daily tasks. Check daily KPIs (Key Performance Indicator) and other metrics to provide day-to-day feedback to team members. Detect areas of opportunities and provide Performance improvement plan to bottom box performers.

I am very familiar with calls and workforce management applications like Avaya, CMS, and BackOffice . In addition I can work with Microsoft Word and Microsoft Excel for creating and running reports if needed. I have worked with TeamViewer and Join Me for remote support.

I can assure you that I will be able to assist you in your task with quality work, great performance, and guaranteed satisfaction. I'm available on Email and Skype. Looking forward to an interview with you!