Renee Graham
Port of Spain
Summary
Quick-thinking, recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Agent
Iqor
11.2022 - 04.2024
- Answering phones from customers professionally and responding to customer inquiries and complaints.
- Researching required information using available resources.
- Handling and resolving customer complaints regarding customer service problems.
Acting Supervisor
Iqor
03.2021 - 11.2022
- Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Team Lead
Iqor
07.2020 - 03.2021
- Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Agent
Iqor
08.2019 - 03.2021
- Answering phones from customers professionally and responding to customer inquiries and complaints.
- Researching required information using available resources.
- Handling and resolving customer complaints regarding customer service problems.
Clerical Assistant
Ministry Of Education
01.2018 - 06.2019
- Created agendas, meeting notes and other documents to enhance collaborative process.
- Produced and distributed memos, newsletters, email updates and other forms of communication.
- Fostered productivity by coordinating itinerary and scheduling appointments.
Education
Associate of Applied Business - Business Management
ROYTECC
Port Of Spain, Trinidad And Tobago09.2027
High School Diploma -
Bishop Anstey High School
Port Of Spain, Trinidad And Tobago06.2016
Skills
- Microsoft Office
- Certificated in Data Operations
- Team building and leadership
- Brand management
- Employee development
Certification
Data Operations
Timeline
Agent
Iqor
11.2022 - 04.2024
Acting Supervisor
Iqor
03.2021 - 11.2022
Team Lead
Iqor
07.2020 - 03.2021
Agent
Iqor
08.2019 - 03.2021
Clerical Assistant
Ministry Of Education
01.2018 - 06.2019
Associate of Applied Business - Business Management
ROYTECC
High School Diploma -
Bishop Anstey High School
Similar Profiles
Cheyenne GlassCheyenne Glass
Assistant Manager of Operations- Priority Health at IQorAssistant Manager of Operations- Priority Health at IQor
Victoria BeasonVictoria Beason
Customer Service Representative at IqorCustomer Service Representative at Iqor
Tyricia CrockettTyricia Crockett
Customer Service Rep/ Collections Agent at iQorCustomer Service Rep/ Collections Agent at iQor