Sabrina Adhar
Call Centre Manager
Ste Madeleine San Fernando
Summary
Developed extensive customer service skills in fast-paced environment, focusing on enhancing customer experiences and team performance. Seeking to transition into new field to apply problem-solving and leadership abilities. Committed to leveraging these transferable skills to contribute effectively in any new role.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Call Centre Manager
FT Farfan Limited
San Juan, Trinidad
07.2013 - Current
- Resolved escalated customer issues promptly and professionally with a 90% satisfaction rate
- Organized resources and established priorities involving complex tasks and multiple projects in fast-paced environment.
- Coached call center staff through challenging customer service issues.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts
- Reviewed and implemented new process of reporting for required weekly and monthly updates of Key Performance Indicators to directors
- Analysis of Centre Key Performance Indicators and also reporting of findings to relevant managers and other departments
- Analysis and implementing of processes for call reductions into the Centre, Develops short and long-term plans for the call centre delivering direction, process improvement, human resource capability and organization support
- Represents Customer Operations with Sales and Marketing working with business leaders to ensure support of strategies through the delivery of sales and service propositions in a tiered support environment
- Determined quality assurance benchmarks of 90-95% are met and set standards for improvement.
- Operates and develops the Call Centre and offers service delivery to meet the needs of approximately 400 customers per day.
- Manages the daily operation of the Call Centre to ensure service delivery standards are met and maintained in line with company defined objectives
- Works with team managers to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call centre
- Actively support company policy and best practice to ensure efficient delivery of customer service, also protection of sensitive customer information
- Drives improvement projects to improve performance against targets, achieving 85-90% success rate per quarter.
- Budgetary management
- Liaises with sales and marketing departments regarding launch of new products/services
- Responsible for disciplinary action up to and including termination
- Responsible for recruitment, selection, training and development of new staff members
- Designed and Implemented staff incentive scheme
- Implemented innovative service strategies to improve customer experience and engagement.
Process Improvement Analyst
Digicel Trinidad & Tobago
Port Of Spain, Trinidad
11.2011 - 07.2013
- Compilation of Call Centre Statistics including weekly and monthly projections such as Call Volume, Service Level and Average Talk Time
- Analysis and reporting of Call Centre performances against projections, both daily and monthly: included identifying trends and reason/s where targets were not met
- Complaint/Queries trending and analysis, including reporting
- This also included identifying reason/s for increases or decreases of particular queries/complaints
- New Product/Service performance trending through analysis of daily queries received
- Reporting: Service level performances and Call Volume received via Dashboard report Headcount reporting- the number of leavers/resignation and new hirer
- Managed projects focused on enhancing operational efficiencies from conception through completion, ensuring timely delivery within budget constraints.
- Recommended improvements for cross-functional projects and processes.
- Call centre scheduling and staffing based on needs identified through trending of hourly call volume
- Led change management efforts during major system implementations or updates; ensuring minimal disruption to ongoing operations while maximizing benefits from new technologies.
Customer Care Team Leader
Digicel Trinidad & Tobago
Port Of Spain, Trinidad
10.2006 - 11.2011
- Effectively manage Call Centre operations daily and putting measures in place where necessary to ensure key performance indicators are achieved and maintained
- Effective performance management by feedback weekly and monthly on agent's performance and taking necessary corrective action where standards are not met
- People Development - providing Coaching and mentoring where necessary to improve performance to meet and exceed standards, this also includes the creation and implementation of development plans for agents
- Analyzing the team statistics in terms of performance and determine where further training is required this includes job knowledge and call quality Ensuring Quality of Service - monitoring of 100 agent's calls via distant recording or side by side to ensure standards are being met in terms of call quality
- Established clear expectations for staff behavior by creating an environment that emphasized accountability, integrity, and respect in all interactions both internally and externally.
- Streamlined team communication for improved efficiency and productivity in daily tasks.
Customer Care Agent
Digicel Trinidad & Tobago
Port Of Spain, Trinidad
01.2006 - 10.2006
- The provision of quality service through care and empathy statements, tone and job knowledge
- Dealing of customer’s queries and complaints
- Troubleshooting possible solutions such queries as handset issues
- Ensuring that relevant heads of department are informed about customer issues, choices in an effort to effectively build clientele
- The use of relevant systems to provide accurate information and to gather data Ensuring customers are contacted when queries and concerns are escalated
- Maintaining lowest possible talk time with customers while also providing informed, researched solutions to issues
Education
Undergraduate Degree - Management
Heriot Watt University
United Kingdom 06.2010 - 06.2010
Advance Diploma - Business Administration
ABE (Association of Business Executive)
United Kingdom 12.2003 - 06.2004
CXC Olevels
Princes Town Secondary School
Trinidad 06.1998 - 06.1998
Skills
CRM software
Process improvement
Time management
Problem-solving
MS office
Customer relations and relationship management
Certification
Certification in Customer Service received from CSIA
Timeline
Certification in Customer Service received from CSIA
02-2025
Call Centre Manager
FT Farfan Limited
07.2013 - Current
Process Improvement Analyst
Digicel Trinidad & Tobago
11.2011 - 07.2013
Undergraduate Degree - Management
Heriot Watt University
06.2010 - 06.2010
Customer Care Team Leader
Digicel Trinidad & Tobago
10.2006 - 11.2011
Customer Care Agent
Digicel Trinidad & Tobago
01.2006 - 10.2006
Advance Diploma - Business Administration
ABE (Association of Business Executive)
12.2003 - 06.2004
CXC Olevels
Princes Town Secondary School
06.1998 - 06.1998
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