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
Conflict ResolutionStrong problem solving ability Meticulous attention to detailsStrong organizational skills Energetic work attitudeStaff Training and coachingSkilled multi-tasker Adaptive team player forecasting and planning SchedulingCustomer Needs AssessmentsContinuous Quality Improvement (CQI)Effective Customer CommunicationPolicy Development and EnforcementMotivational LeadershipCertification
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