Experience

Izola Bank plc

• Malta
• Banking
• 1 - 100 Employee

• Senior Operations Officer

  • Nov 2021 - Present

• Operations Officer

  • Jan 2020 - Oct 2021



Yellow Malta

• Malta
• Marketing Services
• 1 - 100 Employee

• Call Centre Team Leader & Supervisor

  • Jan 2016 - Dec 2019

  When I was first promoted to a Supervisor, I was responsible for the overall day to day running of the Call Centre. Part of my responsibilities also included analysing procedures within the department and assessing how these can improve to create a more productive environment. Furthermore, I also worked very closely to the Call Centre Coach to support agents and provide the necessary training. Apart from my duties as a Call Centre Supervisor, I also gave my input during Distribution of the print directory which took place every September. Later on I was assigned my own team whereby I was also responsible for:> Recruitment as well as assisting in the initial training and any other ongoing training programmes throughout the year> Performance reviews on a monthly and yearly basis through data analysis; setting of goals and targets in line with business requirements while providing a clear direction as to how these can be achieved> Regular coaching sessions on approach; selling techniques; business strategies and objection handling through call monitoring exercises and other activities> To always act as a facilitator; a mentor; a motivator and serve as a resource to the team whenever required > Constantly monitoring progress and productivity and provide tailor made training sessions whenever required and encourage specialists to perform to their best ability> Identify areas of strengths as well as areas of development to cultivate the specialists’ skills and product knowledge in order to provide an excellent service and comprehensive advertising package to clients > Assist in handling complaints when required, and provide the best support for the specialists as well as the client> Identify areas of development within the department and encouraging possible improvements Show less

• Call Centre Sales Specialist

  • Sep 2008 - Dec 2015

  My role as a Specialists involved calling a pre-established set of business owners to determine their challenges and needs in their industry. Based on the information collected prior to the call and during the call, my responsibility was to suggest the most suitable product from the company’s product portfolio which best fits the clients’ requirements. Furthermore, as a marketing and advertising sales specialist, it was my duty to educate clients on other advertising platforms available in the market and how to use these to their advantage. Show less