Experience

Certero

• United Kingdom
• Software Development
• 1 - 100 Employee

• Business Support Coordinator

  • Aug 2018 - Present

  Certero is a leader in the development, delivery and enablement of Cloud-ready, easy to use, enterprise-level solutions that modernize IT hardware & software asset management and help drive organizational transformation. Easy to do business with and applying our unique architectural advantage, complemented by world-class services, we deliver single pane of glass visibility and control across even the most complex estate, from mobile to mainframe. “With Certero, it’s just a better experience”



EOS Solutions UK Plc

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Manager/Dialler Manager

  • Jun 2016 - Dec 2017

  ¥ Works as a Dialler Manager at EOS solutions that manages the dialler system, outbound and inbound agents as well as controls our department data system and create different system strategies . ¥ Build evaluation report on our department monthly collections, dialler system performance based on metrics and numerical data, agents performance (KPIs), call monitoring and outcome of every strategy performed. ¥ I often answers calls from field collectors who failed to transfer calls to our agents. ¥ Analyzes our department daily and monthly financial collections and use this information’s to look for trends in call centre market as well as too observe the financial behaviour of each clients. ¥ Set up dialer plan based on gathered datum and numerical analysis of each clients daily performances. ¥ Use SQL to create and setup different logical parameter for campaign and clients that can help increase efficiency. ¥ Create advance excel report analysis and KPIs to help analyse each agents performance ¥ Make sure that each reports is utilize accordingly to help increase company productivity, maximize profit and establish new business strategies ¥ Examine numeric realtime data to evaluate our company performance and other areas such as right party contact rate success rates and other ¥ Manages each agents performance every month based on numerical analysis and Key performance indicators (KPIs). ¥ Analyzes history call made by the agent and examine if the call has breached call regulation by the OFCOM. ¥ Review large number of accounts to make sure that each information’s are accurate and its in place payments. ¥ Create strategies that distinguish when is the best time to dial or to contact the customers across UK. ¥ Make sure each agents are working productively at all times by monitoring them on a daily basis.



AKINIKA DEBT RECOVERY LIMITED

• Preston, United Kingdom

• Call Center Supervisor

  • Nov 2015 - Feb 2016

  Responsibilities ¥ Receiving and Calling debtors of HMRC and DWP sectors ¥ Calling debtors to make a payment and making them aware of their situation ¥ Receiving calls from debtors to deal with their personal matter ¥ Set up an arrangement plan for them using debit card, giro slip, and cheque ¥ Making sure the arrangement I have set up with them is reasonable and affordable for them ¥ Calculating their income and expenditure ¥ Reciting the policy rules, sanctions and regulation in regards to the payment transaction and polices that HRMC and DWP implemented.



Sky

• Warrington, United Kingdom

• Call Center Representative

  • Aug 2015 - Sep 2015

  Responsibilities: ¥ Answering outbound call from sky customers ¥ Customer retention ¥ Downgrading package deals to make it more convenient for the customers ¥ Up-selling products to customer that involves calculation and problem solving ¥ IT and system management Skills Used: Attributes Developed ¥ Communication skills ¥ Mathematics skills ¥ IT skills ¥ Problem solving skills Responsibilities: ¥ Answering outbound call from sky customers ¥ Customer retention ¥ Downgrading package deals to make it more convenient for the customers ¥ Up-selling products to customer that involves calculation and problem solving ¥ IT and system management Skills Used: Attributes Developed ¥ Communication skills ¥ Mathematics skills ¥ IT skills ¥ Problem solving skills