Matana Richard
St. Lucia
Summary
Highly organized and detail-oriented individual with a strong desire to secure a Supervisor position in a dynamic organization. Possessing knowledge, skills, and abilities acquired through education and past employment history that make me a valuable asset for a highly reputable firm. Developed discipline and courtesy over 4 years at Itelbpo, consistently striving to satisfy customers' needs, exceed expectations, and achieve organizational goals. The commendable skills and experience gained in this work setting, combined with character qualities of dependability, reliability, and a strong work ethic, position me as the ideal candidate for this role.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Analyst
Ojo Labs
11.2018
- Process product reviews and inform the development team of defects and errors
- Recording all calls' feedback into Microsoft Excel
- Identifying procedures and scenarios for the quality control of products and services
- Ensuring that the final product satisfies the product requirements and meet end-user expectations
- Keen attention to detail
Customer Engagement Representative
Ojo Labs
07.2018
- Answered and directed over 100+ calls on a daily basis to inform consumers of our products and services and also its benefits
- Transferring consumers over to well trained, professional real estate agents to further assist with their queries/requests
- Adapted to new systems and procedures
- Maintained friendly and positive attitude at all times, even with unhappy and unruly customers
Customer Service Representative
The Cell
03.2015
- Being a cashier on a daily basis to assist customers with various transactions like bill payments, phone sales to name but a few
- Sell goods and services to achieve daily targets: such as: signing up/creating new accounts for both postpaid and prepaid customers, sell top up, activate data plans, assist with bill payments to name but a few
- Assist customers with their queries and other concerns by bringing out great customer service and ensuring that the customers leave satisfied
- Informing and explaining the company's various promotions, products and services to customers
- Greeted and welcomed customers pleasantly and engaged them in light conversation to facilitate relationships
Assistant customer service agent
Caribbean Dispatch Services Limited
03.2011
Operations Supervisor
Itel BPO Smart Solutions
05.2021 - Current
- Provide first contact support for residential customers to resolve video, voice and internet connectivity issues
- Demonstrate outstanding customer service skills to exceed customer expectations and to minimize escalations by taking ownership of customer reported issues
- Answer calls, generating trouble tickets and updating tickets, as needed, until the issue is resolved
- Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements
- Illustrate diplomacy, tactfulness and empathy when dealing with customers
- Managing a team of 15 persons as well as entire floor of agents ranging from 30-40 persons
- Conducting weekly meetings with each team member regarding performance for various Key Performance Indicators (KPIs)
- Pull and analyze the hours and adherence for my agents as well as other agents from other teams
- Designed, suggested and implemented strategic plans that improved success within my department
- Aimed to hit monthly call review targets which included daily live monitoring
- Follow up on agent step goals and make determinations on whether or not an agent should be placed on Performance Improvement Plans (PIP)
- Achieve departmental growth by hitting targets successfully managing a team
- Send email huddles which gives a high level overview of the MTD stats, Week over Week stats, Agent ranking stats and other comparative data
- Distribute daily reports which included individual agent audits, breach reviews and stat review
- Assist with objectives setting, coaching and performance whilst keeping a pulse on agent activity
Education
Diploma - Business Studies
Sir Arthur Lewis Community College
Vieux Fort, Saint Lucia01.2014
Caribbean Examinations Council (CXC) - English A, Social Studies, Principle of Business, Electronic Document Preparation Management (EDPM), French, Mathematics, Spanish
Vieux-Fort Comprehensive Secondary School
01.2012
Skills
- Administrative Oversight
- Excellent Communication
- Team Leadership
- Collaborative Teamwork Abilities
- Team Inspiration Expertise
- Staff Empowerment Skills
- Professional Development
- Adaptability
- Resilient Performance Under Stress
- Team management
- Performance Evaluation
- Effective Briefing Delivery
- Key Performance Indicators (KPIs)
- Proficient Multi-Tasking Ability
- Collaborative Teamwork
- Effective Oral Communication
- Proficient in Written Communication
- Experience Collaborating With Diverse Teams
- Customer-Focused Approach
- Critical thinking
- Attention to detail
- Articulation of Concepts
- Flexibility
- Experienced with Computer Systems
- Microsoft Office Proficiency
- Independent Work Capability
Accomplishments
Top Operations Supervisor for the year 2022.
Languages
English
Native language
English
Proficient
C2
Certification
Certification awarded for being the Top Operations Supervisor for February 2023
Timeline
Operations Supervisor
Itel BPO Smart Solutions
05.2021 - Current
Quality Analyst
Ojo Labs
11.2018
Customer Engagement Representative
Ojo Labs
07.2018
Customer Service Representative
The Cell
03.2015
Assistant customer service agent
Caribbean Dispatch Services Limited
03.2011
Caribbean Examinations Council (CXC) - English A, Social Studies, Principle of Business, Electronic Document Preparation Management (EDPM), French, Mathematics, Spanish
Vieux-Fort Comprehensive Secondary School
Diploma - Business Studies
Sir Arthur Lewis Community College
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