Akil Ford
Spanish Town
Summary
Dynamic and organized team leader with a proven ability to build positive rapport, inspire trust, and guide teams toward achieving organizational goals. Recognized as a strong facilitator, adept at fostering collaboration across departments while engaging effectively with co-management and top-level leadership. Expertise in training and mentoring empowers team members to reach their full potential, driving overall success and productivity. Committed to creating an inclusive environment that encourages innovation and continuous improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Leader
Concentrix
07.2024 - 07.2025
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build a team of top performers.
- Generated reports detailing findings and recommendations.
- Led a team handling over 1000 customer chat interactions weekly, maintaining an 87% satisfaction rate and reducing average response time by 35% through workflow optimization and real-time coaching.
Customer Advisor II
Concentrix
12.2022 - 07.2024
- Resolved customer inquiries and complaints by actively listening and providing appropriate solutions.
- Assisted customers professionally and courteously to ensure a positive customer experience.
- Handled 1200+ interactions monthly, all while maintaining a satisfaction and a resolution rate of 90% or more.
- Maintained a first-contact resolution rate of 92%, helping streamline support workflows and improve customer retention.
Customer Service Advisor I
IBEX Global
07.2019 - 09.2022
- Maintained and exceeded KPIs for the 3 years.
- Utilized freight main and backup systems to their full extent.
- Had Advanced knowledge regarding anything shipping small packages or freight.
- Took control of calls steering them in a direction where both agent and customer end happy.
Accountant
Market Fresh
07.2017 - 09.2019
- Performed financial analysis to identify trends and discrepancies in financial statements.
- Prepared and reviewed financial reports and statements for accuracy and compliance with regulations.
- Managed and reconciled accounts payable and accounts receivable to ensure timely and accurate payments.
- Conducted audits to assess internal controls and identify areas of improvement.
- Collaborated with cross-functional teams to develop and implement financial strategies and processes.
- Increased sales profit by 15% for the period worked.
Networking Manager
Meat Experts
05.2017 - 07.2018
- Developed and implemented efficient IT infrastructure solutions to optimize business operations.
- Managed and maintained network systems, ensuring high availability and data security.
- Provided technical support and resolved hardware and software issues for end-users.
- Improved network security posture, reducing phishing incidents by 75% through firewall upgrades, staff training, and two-factor authentication rollout.
- Upgraded legacy systems to cloud-based solutions, boosting remote access speed by 50% and enabling seamless hybrid work for the team.
- Managed a network supporting 25+ employees across two locations, maintaining 99.8% uptime and reducing support tickets by 40% through proactive monitoring and streamlined troubleshooting.
Education
Python Certification - Computer Programming
Programming Hub
Online Course10.2022
Cyber Security
Programming Hub
Online Course10.2022
Cape unit I & II - Physics, Chemistry, Biology, Pure Math, I.T
Excelsior Community College
Mountain View07.2019
CSEC - Information Tech., Chemistry, Biology, Physics, Math, English, Electrical and Electronics, Principles of Business
Jamaica College
Old Hope Rd07.2017
Skills
- Proficient in Microsoft Office Suite
- Experienced in Python development
- Client support
- Investment strategy advisor
- Effective time management
- Retail sales expertise
- Accurate data entry
- Strategic planning and forecasting
- Work Planning and Prioritization
- Coaching and mentoring
- Leadership
- Team supervision
Certification
- Python Certification Oct 2022
- Cyber Security Oct 2022
Languages
Japanese
Spanish
Timeline
Team Leader
Concentrix
07.2024 - 07.2025
Customer Advisor II
Concentrix
12.2022 - 07.2024
Customer Service Advisor I
IBEX Global
07.2019 - 09.2022
Accountant
Market Fresh
07.2017 - 09.2019
Networking Manager
Meat Experts
05.2017 - 07.2018
Cyber Security
Programming Hub
Python Certification - Computer Programming
Programming Hub
Cape unit I & II - Physics, Chemistry, Biology, Pure Math, I.T
Excelsior Community College
CSEC - Information Tech., Chemistry, Biology, Physics, Math, English, Electrical and Electronics, Principles of Business
Jamaica College