Akinola Mc Leod

Team leader of Operations.

• Coaching and development of agents and manage client relationships for multiple programs.

• Manage a team of 5 agents that handle collections and collecting an average of $4000 a month.

• Manage a team of 2 agents that handle back office support in regards to disputes and processes for a fintech which assist customers with their credit and credit disputes.

• Manage a team of 7 that handles business to business sales to sell telecommunication packages which include internet fax and telephone.

• Manage a team of 5 agents that handles outbound calls to businesses in order to set a meeting to introduce and persuade business to purchase their software products which includes internal voice video and chat tools.

• Facilitate New hires in call escalation and authorization processes for client
• Manage a team of 15 employees that handle customer service escalations to help with retention and customer satisfaction
• Manage a team of 18 employees that authorize transactions between the company and contractors and produce weekly reports
• Grant authorization approvals up to $1500USD
• Recruits call agent candidates
• Monitor 25 agents Online/offline Activity over 500+ calls daily
• Coach and develop agents in customer relations management
• Monitor all Key Performance Indicators such as inbound and outbound 4.00 and above calls per hour
• Evaluate and generate weekly reports on agent attendance, performance appraisal
• Manages escalated customer calls 10-15 a day
• Process/Waver customer's payments
• Calculate paid time for processing payroll
• Drive positive team performance
• Achieved 92% average customer satisfaction which led to increase sales by 15%

• Audited call recordings 100+ calls per day
• Managed agents' quality on calls 20 agents per team
• Compiled quality reports to direct supervisors and managers
• Produced reports for reward management system

• Acted as a liaison between the company and its clients
• Assisted agents with escalated situations and scenarios
• Supported the direct supervisors with reports and logs of each agent
• Maintain relationships with overseas suppliers

• Administered excellent customer service for American home shield warranty customers
• Represented the business as first contact for incoming calls using call management system and other software
• Recorded all customers' names and contact information in accordance with company's policy
• Handled a call volume of 4 calls per hour

• Executed excellent customer service and cooking products to be served at a reasonable time