Andre Cunningham
Associate Manager - Collections
Kingston,State
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proven ability to establish and maintain lasting relationships with clients, supported by exceptional communication skills. Excellent time management skills and deep understanding of the customer service industry. Demonstrated ability to self-manage during independent projects while collaborating effectively as part of a productive team. Proficient in operations, sales performance, and project management. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Collections Associate Manager
Bahamas Telecommunication Company
02.2024 - Current
- Used probing techniques to determine debtors' reasons for delinquency.
- Trained new team members on scripts, company services, and collection strategies.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Dialer Manager
Columbus Communications Ltd (Flow)
03.2021 - 02.2024
- Supported in the successful launch of the Cable and Wireless's, Regional Telesales, and Virtual Sales teams within their various Caribbean territories
- Maintain an average Connect rate across their territories of 32%
- Implement, control, and evaluate calling strategies on the predictive Cisco dialer tool
- Analyzing reports by interpreting results and making additional recommendations to increase Cisco Dialer performance
- Performed minor troubleshooting on communications equipment to alleviate downtime.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Troubleshot issues with telephone equipment and software to keep systems functional.
Sales Coach (Subject Matter Expert)
Columbus Communications Ltd (Flow)
03.2020 - 03.2021
- Exceeded the sales target by more than 15% for all markets that I was assigned to manage and support
- Analyze workflow issues and implement workable solutions
- Ensure adherence to quality standards and guidelines through doing call reviews and calibration with Telesales vendors
- Perform administrative support functions such as data management, creating sales reports, and drafting correspondence
- Assist managers in Sales Strategy development
- Provide necessary training and guidance to regional Telesales agents
- Liaise with various regional Sales Managers to create, implement and review Telesales campaign performance.
Sales Supervisor
Advantage Communications
02.2019 - 03.2020
- Exceeded the sales target by more than 8% for all markets that I was assigned to manage and support
- Set Sales targets and motivate the sales team
- Analyze workflow issues and implement workable solutions
- Ensure adherence to quality standards by doing call reviews
- Perform administrative support functions such as data management, creating sales reports, and drafting correspondence
- Develop effective working relationships with staff and stakeholders
- Assist managers in Sales Strategy development
- Evaluate the work of agent staff members
- Supervise and coordinate the daily activities and operations of the department
- Review and provide feedback on sales escalations from various Telesales campaign.
Team Leader
Advantage Communications
11.2017 - 02.2019
- Managed various teams with a mix of new and tenured agents maintaining the Key Performance Indicators
- Analyze workflow issues and implement workable solutions
- Ensure adherence to quality standards set by the clients
- Perform administrative support functions such as data management, creating reports, drafting correspondence
- Provide necessary training, guidance, and motivation to staff
- Approve and monitor staff vacations and sick leave
- Supervise and coordinate the daily activities and operations of the department
- Promoted team-building skills and fostered positive team relationships.
Quality Assurance Representative
Advantage Communications
09.2017 - 11.2017
- Built and successfully implemented a scorecard for the Help-desk Tier 2 Team
- Executed the initiatives of the organization and Quality Management Systems
- To develop evaluation programs that enhance Escalation's team output
- To unearth the root-cause of problems, possible solutions and provide actionable insight for performance improvements
- To monitor both live and recorded calls
- To provide coaching and feedback to agents and their respective Supervisors along with the process of disseminating the information to ensure improvements should be documented as part of an overall plan
- To help develop evaluation programs that analyze critical performance behaviors and metrics to the organization.
Tier 2 Helpdesk Agent
Advantage Communications
09.2016 - 09.2017
- Worked well independently and on a team to solve problems
- Served as a friendly, hardworking, and punctual employee
- Organized and prioritized work to complete assignments in a timely, efficient manner
- Collaborated on high-priority projects with tact and strong attention to detail
- Provide assistance to agents with valid solutions to queries and customer issues
- Suggest solutions when a product malfunctions
- Provide opportunities for coaching where faults are noticed
- Attempt to persuade the customer to reconsider cancellation
- Inform customers of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes.
Education
Bsc. Administration Management -
University of Technology
09.2024
Skills
- Effective Time Management
- Complex Problem Solving
- Fast Learner
- Ability to Work Under Pressure
- Leadership
- Ability to Work in a Team
- Adaptability
- Strategic Planning
- Change Management
- Stress Tolerance
Placeofbirth
Jamaica
Personal Information
Nationality: Jamaican
References
- Shamone Charoo, Cable & Wireless, shamone.charoo@cwc.com, 1(876) 836-2200
- Deanna Grant, Advantage Communications, deanna.grant@advantagecall.com, 1(876) 437-2887
Timeline
Collections Associate Manager
Bahamas Telecommunication Company
02.2024 - Current
Dialer Manager
Columbus Communications Ltd (Flow)
03.2021 - 02.2024
Sales Coach (Subject Matter Expert)
Columbus Communications Ltd (Flow)
03.2020 - 03.2021
Sales Supervisor
Advantage Communications
02.2019 - 03.2020
Team Leader
Advantage Communications
11.2017 - 02.2019
Quality Assurance Representative
Advantage Communications
09.2017 - 11.2017
Tier 2 Helpdesk Agent
Advantage Communications
09.2016 - 09.2017
Bsc. Administration Management -
University of Technology
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