Lawrence Hillain
Sangre Grande
Summary
Dynamic operations professional with a proven track record at Teleperformance, excelling in process improvement and team leadership. Adept at enhancing operational efficiency and mentoring staff, I drive results through effective conflict resolution and strategic planning. Committed to fostering a customer-oriented environment, I ensure compliance and elevate team performance.
Overview
2026
2026
years of professional experience
Work History
Assistant Operations Manager (ACCM)
Teleperformance
Port Of Spain
07.2025 - 2026
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Assisted with scheduling and resource allocation to enhance daily operations.
- Facilitated interdepartmental communication to streamline workflows and improve collaboration.
- Researched best practices to identify opportunities for operational efficiency.
- Provided administrative support by managing records and tracking performance metrics.
- Participated in training sessions to learn operational procedures and safety protocols.
Operations Supervisor
Teleperformance
Port Of Spain
05.2024 - 07.2025
- Supervised daily operations, ensuring adherence to company standards and enhancing overall efficiency.
- Ensured compliance with company policies and industry regulations, maintaining safety standards and local laws during operations.
- Trained team members in safety and operational procedures, fostering a culture of compliance and awareness.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Coordinated workflow activities to meet production targets and deadlines.
Customer Service Agent
Teleperformance
Port Of Spain
07.2023 - 05.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Delivered product information and support to enhance customer satisfaction and promote retention.
- Addressed customer requests for products, services, and company information to facilitate informed decisions.
Customer Service Representative Trainer
Iqor
Wallerfield, Trinidad & Tobago
02.2021 - 2023
- Conducted training sessions to improve product knowledge and service skills, resulting in better customer interactions.
- Facilitated role-playing exercises to mimic real customer scenarios, enhancing trainees' confidence and responsiveness.
- Implemented best practices for customer communication techniques, fostering a more customer-centric service approach.
- Assisted customers with product inquiries and service-related issues.
- Handled customer complaints and resolved issues promptly and professionally.
Field service consultant
Cellular Planet-Bmobile
, Trinidad & Tobago
2019 - 2022
- Explained device features and service plans, increasing customer comprehension and satisfaction.
- Resolved customer issues through effective problem-solving, improving overall customer experience.
- Provided exceptional customer service to enhance client satisfaction and loyalty.
- Assisted customers with product selection and service inquiries to ensure informed decisions.
- Operated point-of-sale systems to process transactions efficiently and accurately.
Education
High School Diploma - English Language, Integrated Science, Human & Social Biology & Mathematics
Mayaro Secondary School
Mayaro06-2019
Skills
- Operations management
- Operational planning
- Operational efficiency
- Process improvement
- Problem solving
- Multitasking
- Data analysis
- Team leadership
- Customer Oriented
- Team player
- Conflict resolution
- Mentoring staff
Leadership Experience
I’m was an Operations Assistant Manager (ACCM) for an international call center where I was required to not just lead Supervisors, QAs and Trainers but to also lead Customer service agents. My previous position as a Supervisor was executed properly according to the companies standards & policies which made them consider me for the new position.
Communication Skills
Dynamic operations professional with a proven track record at Teleperformance, specializing in process improvement and operational planning. Adept at enhancing team productivity through effective training and mentoring, while ensuring compliance with industry standards. Skilled in optimizing operational efficiency and fostering strong communication across departments to achieve organizational goals.
Timeline
Assistant Operations Manager (ACCM)
Teleperformance
07.2025 - 2026
Operations Supervisor
Teleperformance
05.2024 - 07.2025
Customer Service Agent
Teleperformance
07.2023 - 05.2024
Customer Service Representative Trainer
Iqor
02.2021 - 2023
Field service consultant
Cellular Planet-Bmobile
2019 - 2022
High School Diploma - English Language, Integrated Science, Human & Social Biology & Mathematics
Mayaro Secondary School