Experience

GRAPA
• United States
• Telecommunications
• 1 - 100 Employee
• Client Success Lead

  • Oct 2022 - Present

Techlify
• Guyana
• Information Technology & Services
• 1 - 100 Employee
• Operations Manager- SaaS (Remote)

  • May 2022 - Oct 2022


Transworld Inc

• United States
• Insurance
• 1 - 100 Employee

• • Jan 2022 - May 2022

  - Manage day to day operations of the Support center, including sourcing equipment, effective resource planning and applying call center strategies and operations.- Undertake needs assessments, Trainings, performance reviews and cost/benefit analyses- Set/meet performance targets. Evaluate, monitor & appraise.- Ensure all relevant communications and data are updated and recorded advise clients on products and services available.- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues.- Maintain up-to-date knowledge of industry developments and involvement in networks.- Monitor random calls to improve quality, minimize errors and track operative performance.- Coordinate staff recruitment, write job adverts and Hiring New Incumbents.- Review the performance of staff, identify training needs and plan training sessions- Prepare reports on KPIs & performance levels- Handle the most complex customer complaints or enquiries- Organize shift patterns and the number of staff required to meet demand- Coach, motivate and retain staff- Coordinate bonus, reward and incentive schemes- Forecast and analyze data against budget figures on a weekly and/or monthly basis. Show less

• • Aug 2020 - Jan 2022

  I am responsible to coordinate with all the stakeholders and make sure everyone is on the same page in terms of all Commercial Lines operations.- Pay plans & their Revisions, - Endorsements, - Audits & Recommendations,- Quotes- Renewals- Cancellations- Addressing Underwriting Issues- Binding new policies- Issue certificate of Insurance. Provide all kinds of Operational Support while maintaining good relations with the Agents Insurance carriers, Mortgagees & finance Companies. Show less



OTTUM Solutions

• 1 - 100 Employee

• • Apr 2019 - Jul 2020

  As Manager Sales & Support, I was solely responsible for the administration, team goals, effective and efficient decision making and finding out ways to improve productivity. Meeting targets and deadlines while reforming and improving workflow of my subordinates.- Generating Appraisals, Monitoring Performance and Evaluating Productivity.- Collect and analyze data regarding customer preferences, demographics and factors influencing them according to the current marketing trends.- Content selection for website and social media marketing.- Identify powerful keywords to drive the most relevant/ valuable traffic- Work on B2B and B2C marketing strategy.- Gain deep understanding of competitors performance and market dynamics. Show less

• • Jan 2019 - Apr 2019

  Leading The team towards the company objectives. Providing QC for the sales and support. Supervising Sales, generating leads for the team to work on, maintain records, while making sure the team is going in the right direction.

• • Jul 2018 - Jan 2019

  Particularly responsible for Product sales and support via e-mails and landline at this UK based warehouse project, including making schedule for routes and deliveries, while providing support to Drivers, businesses and consumers and bridging them altogether. Updating CRM while extracting and generating leads for future Upselling.



SME Bank Limited

• ATM CUSTOMER SUPPORT EXECUTIVE

  • Oct 2011 - Mar 2018

  SME Bank Ltd was a public sector commercial bank. I was deployed at the IT Department Head office as IT Assistant and was responsible for: ATM Customer Support. Updating the closing & opening cycle. Activation/Deactivation/Generation and Deletion ofATM Cards. Maintaining Servers while providing inhouse suport. Taking backups and handling AML. Importing and exporting Reports Database management using MS access Databases. SME Bank Ltd was a public sector commercial bank. I was deployed at the IT Department Head office as IT Assistant and was responsible for: ATM Customer Support. Updating the closing & opening cycle. Activation/Deactivation/Generation and Deletion ofATM Cards. Maintaining Servers while providing inhouse suport. Taking backups and handling AML. Importing and exporting Reports Database management using MS access Databases.