Nevone Duncan
Sr Operations Manager
Paradise
Summary
Hiring, training, coaching, and leading call center representatives as they provide support for customers. Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. Focused client operation with over 6 years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Contact Center Manager
Teleperformance
8 2022 - Current
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
Assistant Manager
Teleperformance
06.2021 - 08.2022
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strategy to increase sales and drive profits.
Lead Supervisor
Teleperformance
05.2021 - 06.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Operations supervisor
Teleperformance
11.2018 - 05.2021
- Managed internal operational standards and productivity targets.
- Motivated and trained employees to maximize team productivity.
Mentor
Teleperformance
11.2016 - 12.2018
Quality Analyst
Qualfon
07.2015 - 08.2016
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Education
CSEC -
Hope Secondary
01.2008 - 05.2012
Diploma In Computer science - undefined
GTI
01.2012 - 05.2014
Skills
Six Sigma Green Belt
Six Sigma Yellow Belt
Supervisor Foundations
Manager Foundations
Supervisor Academy
Joy at work
Language Institute
Blue Diamond Club
Budgeting and finance
Staff recruitment
Coaching and Mentoring
City
Guyana
Street
900 First St Paradis E.C.D
Certification
Certified Client Operations
Timeline
Assistant Manager
Teleperformance
06.2021 - 08.2022
Lead Supervisor
Teleperformance
05.2021 - 06.2021
Operations supervisor
Teleperformance
11.2018 - 05.2021
Mentor
Teleperformance
11.2016 - 12.2018
Quality Analyst
Qualfon
07.2015 - 08.2016
Diploma In Computer science - undefined
GTI
01.2012 - 05.2014
CSEC -
Hope Secondary
01.2008 - 05.2012
Contact Center Manager
Teleperformance
8 2022 - Current
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