Olivia Grimes
Manager
Georgetown,D
Summary
Dynamic professional with a proven track record at Teleperformance, enhancing client retention and loyalty through exceptional account management and customer service. Expert in leveraging Microsoft Excel for workforce optimization, significantly improving productivity and customer satisfaction. Skilled in teamwork and multitasking, adept at developing strategic solutions that drive organizational efficiency.
Overview
5
5
years of professional experience
1
1
Language
Work History
Assistant Account Manager
Teleperformance GY
04.2023 - 10.2024
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Developed customized solutions for clients by thoroughly understanding their unique needs and priorities.
- Managed client relationships, resulting in increased retention and loyalty.
- Provided exceptional customer service through regular communication with clients regarding their account status.
- Organized joint sales calls with current customers and outside vendors.
- Supported senior account managers in developing long-term strategies aimed at growing existing client portfolios.
- Streamlined account management processes for improved efficiency and productivity.
Junior Workforce Analyst
Teleperformance
02.2022 - 04.2023
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
WFM Analyst
Teleperformance
07.2019 - 04.2021
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
Education
A+ - Workforce Management
Compia
05.2001 -
No Degree - Customs
Customs Clearance
Georgetown, Guyana 05.2001 -
High School Diploma -
Government Technical Institute
05.2001 -
GED -
Business School
Georgetown, Guyana 05.2001 -
Skills
Accounts payable
Invoice processing
Microsoft Excel
Accounts receivable
Task prioritization
Team building
Professionalism
Teamwork
Self motivation
Multitasking
Customer satisfaction
Timeline
Assistant Account Manager
Teleperformance GY
04.2023 - 10.2024
Junior Workforce Analyst
Teleperformance
02.2022 - 04.2023
WFM Analyst
Teleperformance
07.2019 - 04.2021
A+ - Workforce Management
Compia
05.2001 -
No Degree - Customs
Customs Clearance
05.2001 -
High School Diploma -
Government Technical Institute
05.2001 -
GED -
Business School
05.2001 -
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