Teddika Monroe
Tunapuna
Summary
Dynamic Back Office Support Specialist at Digicel with proven expertise in data entry and customer service. Adept at resolving complex issues and enhancing operational efficiency through compliance checks and reporting. Recognized for exceptional problem-solving skills and a commitment to delivering outstanding customer experiences.
Overview
12
12
years of professional experience
Work History
Back Office Support Specialist (Technical Operations)
Digicel Head Office
01.2023 - Current
- The Back Office (BO) Specialist is part of a team responsible for coordinating, administrating, and providing solutions for Service Delivery (SD) operations.
- The key interfaces will be Order Care Management, Customer Care, Technical Support, Technical, the Network Operations Centre, and third-party contractors.
- The BO specialist would be the initial point of escalation for all installations, changes of service, and fault repair fallouts during and post-visit to the customer.
- Job Operations.
- Ability to schedule or reschedule jobs where necessary.
- Periodically perform desktop quality compliance spot checks on all jobs truck-rolled daily.
- Provide Jeopardy Management for all jobs that may be at risk, have visibility on all third-party contractor jobs that were not truck-rolled for the day, and be responsible for the same.
- Support the Daily Operations call, which confirms the agreed job load for the next day between Digicel and the third-party contractor.
- Generates data and supports the Daily Pipeline Management Call, which shows the target and month-to-date performance within the Service Delivery Department.
- Resolves customer queries using backend systems, contacts, and advises customers when teams are running late.
- Created and revised systems and procedures by analyzing operating practices and recordkeeping systems.
- Performed data entry tasks into various databases accurately with attention to detail.
Telesales Executive (Business Solutions)
Digicel Head Office
01.2018 - 12.2023
- Educating and recruiting new potential business customers by showcasing Digicel's corporate products and services.
- Becoming the corporate customer's trusted advisor with respect to billing queries, escalation processes, and what is best needed to improve their business, etc., through Digicel Business Solutions products and services.
- Occasionally, I meet with customers when they come into the Head Office and have a sales-related query or question.
- Executes respective corporate-driven campaigns set out by management to drive monthly sales.
- Conducted regular outreach activities including outbound calls, emails, text messages. for lead generation purposes.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Compiled daily reports detailing call activity metrics such as number of dials made, average talk time per call.
- Processed customer orders, transactions and requests.
- Developed strong relationships with potential customers through consistent follow-up contact.
Freshdesk Admin (Digicel Business)
Digicel Head Office
01.2017 - 12.2018
- Provides support to the Team Leader (Supervisor) of Corporate Resolutions Team
- Maintain a daily and weekly log of the team's performance
- Assigned respective tasks via application called Freshdesk (which queries are recorded) to agents
- Recording all minutes in the team meetings
- Occasionally meets with customer's to discuss disputes in the Team Leaders absence
- Ensuring respective targets are executed with the team's target given by Management
Corporate Customer Experience Agent (Digicel Business)
Digicel Head Office
01.2015 - 12.2017
- Resolves queries that are company related, escalates, conveys and at the same time maintain 100% customer satisfaction via email
- Resolves corporate customer's queries: handset, products and services and also provides general company information via email
- Resolves billing queries and all possible ways of avoiding any reoccurrences of billing issues via email
- Responsible for collecting relevant information from corporate customers in order to escalate to the respective departments for resolution
- Responsible for the correct adjustments to be applied onto the customer's account e.g
- Voicemail activations/deactivations, plan changes, SIM replacements, handset orders request etc
- Educating new potential customers with Digicel Products and services for Corporate Customer along with benefits, assisting customers via trouble shooting and promoting the organization's products and services
- Middle line between sales representatives, managers and customers with respects to corporate escalations
Customer Care Call Centre Agent
Digicel Head Office
01.2013 - 12.2015
- Resolves queries that are company related, escalates, conveys and at the same time maintain 100% customer satisfaction
- Resolves customer queries: handset, products and services and also provides general company information
- Resolves billing queries and all possible ways of avoiding any reoccurrences of billing issues
- Escalates problems in accordance with the query resolution procedure dictated by the Customer Care Centre
- Liaise with dealers to provide information on policy and procedure, training and support
- Responsible for collecting relevant information from customers in order to activate products and services on customer accounts e.g
- Voicemail, internet services
- Responsible for collecting relevant information which is then conveyed to different departments for quick resolution and customer satisfaction
- Responsible for submitting and logging data taken from customers and dealers
- "Upsell Project" organized by Customer Care department Support Manager and Outbound Department
- Introduces promotional plans to customers as they call in customer care center and activates it accordingly upon accepting of product
Education
Certificate - Project Management
Technical Institute for Learning
03.2024
Certificate - Graphic Design, International Business, Entrepreneurship
Synergy Training Institute
San Fernando08.2021
Certificate - Operations Management
Synergy Training Institute
San Fernando10.2020
Certificate - Human Resource Management
Synergy Training Institute
San Fernando05.2020
Certificate - Business Management Training Programme
New Hope Prison Ministry Church
Barataria07.2013
Certificate - Higher Diploma Level Four (4) in Business Management
School of Business and Computer Science (S.B.C.S.)
Champs Fleur01.2013
Certificate - Microsoft Office
New Hope Prison Ministry Church
Barataria06.2011
Certificate - Mathematics, English A, English B (Literature), Integrated Science, Spanish, Visual Arts, Principles of Business
Bishop Anstey High School
Port of Spain01.2009
Certificate -
St. Dominic Savio Barataria R.C. School
Barataria01.2004
Skills
- Data entry
- Order management
- Compliance checks
- Reporting and analytics
- Customer service
- Troubleshooting
References
- Megan Nunes, Director of Operations at Drop Caribbean Limited, 687-0440
- T'Shura La Fond, Member Services Representative Clico, 379-6396
References
References available upon request.
Timeline
Back Office Support Specialist (Technical Operations)
Digicel Head Office
01.2023 - Current
Telesales Executive (Business Solutions)
Digicel Head Office
01.2018 - 12.2023
Freshdesk Admin (Digicel Business)
Digicel Head Office
01.2017 - 12.2018
Corporate Customer Experience Agent (Digicel Business)
Digicel Head Office
01.2015 - 12.2017
Customer Care Call Centre Agent
Digicel Head Office
01.2013 - 12.2015
Certificate - Project Management
Technical Institute for Learning
Certificate - Graphic Design, International Business, Entrepreneurship
Synergy Training Institute
Certificate - Operations Management
Synergy Training Institute
Certificate - Human Resource Management
Synergy Training Institute
Certificate - Business Management Training Programme
New Hope Prison Ministry Church
Certificate - Higher Diploma Level Four (4) in Business Management
School of Business and Computer Science (S.B.C.S.)
Certificate - Microsoft Office
New Hope Prison Ministry Church
Certificate - Mathematics, English A, English B (Literature), Integrated Science, Spanish, Visual Arts, Principles of Business
Bishop Anstey High School
Certificate -
St. Dominic Savio Barataria R.C. School
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