Odaine Samuels
Kingston/St.Thomas/Portland,Jamaica
Summary
Dynamic and results-oriented professional seeking a management position to leverage extensive experience in driving productivity and enhancing customer service. Proven track record of leading teams to exceed performance targets while fostering a collaborative work environment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Team Manager Sales
Fusion BPO Services
01.2021 - 01.2023
- Company Overview: Angie.com [Client]
- Performance management: track the performance of team members and provide regular feedback to help them improve by setting targets and goals.
- Monitoring sales metrics: monitor sales metrics such as call volume, conversion rates, and revenue to identify areas for improvement and to track progress towards targets.
- Reporting and analysis: prepare regular reports on sales performance and provide analysis to senior management.
- Collaboration: work closely with other departments such as customer service to ensure that team is aligned with overall company goals.
- Led employee relations through effective communication, coaching, training, and development.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Customer Care Supervisor
Hinduja Global Service
01.2016 - 01.2020
- Company Overview: National Commercial Bank [Client]
- Managed a team of 18 customer service representatives in a fast-paced call centre environment
- Developed and implemented strategies to improve sales, customer satisfaction and reduce call volume
- Conducted regular performance evaluations, provided coaching and feedback to team members, and implemented training programs to improve team performance
- Monitored key performance indicators (KPIs) to track and improve team performance
- Responsible for submitting data log of interval and daily reports of several line of businesses within the bank directly to Operation Manager and Bank Supervisor of customer service
- Responsible for aiding in development and growth of customer service representatives
- Key Accomplishments: Successfully implemented a new team system, resulting in an increase in efficiency and customer satisfaction
- Streamlined certain process, resulting in a reduction in call volume and an increase in first call resolution
- Improved team performance by implementing a new training program that resulted in a 25% increase in customer satisfaction scores.
Seller Support Agent
Sutherland Global Services
01.2015 - 01.2016
- Company Overview: Amazon Seller Support [Client]
- Adviser and technical assistant for sellers on Amazon.com globally
- Improved customer satisfaction by efficiently addressing and resolving seller inquiries and concerns.
- Built lasting relationships with sellers through consistent professionalism and genuine care for their success.
- Contributed to organizational goals by consistently meeting or exceeding performance metrics such as call quality, resolution time, and customer feedback scores.
- Promoted a positive work environment by actively participating in team meetings and sharing best practices for improved performance.
- Collaborated with team members to develop best practices for handling complex cases, resulting in streamlined processes.
Customer Service Supervisor
XEROX - LIME
04.2010 - 01.2012
- Company Overview: [Client]
- Handles escalated issues arising from inbound calls, email and twitter request from campaign-based customers [Local Clients]
- Evaluate and supervise daily performance of 30 customer service representatives
- Responsible for submitting data log of interval and daily reports of the Mobile line of business directly to Operation Manager
- Responsible for aiding in development and growth of customer service representatives
- Coordinated with cross-functional teams to ensure smooth communication and effective resolution of customer issues
- Conducted regular team meetings and provided coaching and feedback to team members to improve their performance
- Monitored KPIs to identify areas for improvement and implemented process improvements to optimize team performance
- Key Accomplishments: Reduced call handle time through process improvements and team training
- Improved team performance by implementing a new quality assurance program that resulted in a 20% increase in customer satisfaction scores
Quality Analyst
XEROX- XM Satellite Radio
04.2006 - 01.2010
- Company Overview: [Client]
- Supervise and evaluate the level of customer service provided
- Provide feedback to Customer Service agents, aiding in development and growth
- Create data log with weekly analysis of findings to Senior Operations
- Conduct weekly forums with external Clients, discussing overall quality changes and performance of enterprise
Port Security Officer
PORT SECURITY CORPS
01.2005 - 03.2006
- Supervise the entry and exit of personnel on foreign cargo vessel
- Supervise the loading and unloading of cargo on foreign cargo vessel
- Create manual data log for loading and unloading of container/ cargo on vessel
Education
High School Diploma -
Titchfield High School
08.2004
National Council On Technical And Vocational Education And Training | NCTVET
Caribbean Maritime University
Skills
- Customer focus
- Influencing skills
- Staff development
- Performance appraisal
- Motivational
- Recruitment support
- Teamwork and collaboration
Certification
- SUPERVISORY MANAGEMENT Level3- Advanced Diploma - (NVQ-J)
- Ship Security Awareness – CMU Certification
- Crowd Management, Passenger Safety and Safety Training for Personnel – CMU Certification
- Providing Direct Service to Passengers in Passenger Spaces – CMU Certification
- Proficiency in Crisis Management and Human Behaviour Training – CMU Certification
- Information Technology CXC [2]
- Woods Technology CXC [2]
- Technical Drawing CXC [3]
- Geography CXC [3]
- English Language GCE O Level [C]
- Physics GCE O Level [C]
- Mathematics CXC [3]
- Aviation and Maritime Port Operations Level1 Certificate Training
- Port Authority of Jamaica
References
- Marvin, Samuels, Police Corporal, (876) 390- 4657, NCB South Tower, 2a Oxford Road, New Kingston
- Howard, McLennon, Justice OF the Peace, 8769970327, Lot# 238, 4East, Portmore, St Catherine
Miscellaneous Personal Information
- Own and operate a home bakery
- Fire Warden Trained
Timeline
Team Manager Sales
Fusion BPO Services
01.2021 - 01.2023
Customer Care Supervisor
Hinduja Global Service
01.2016 - 01.2020
Seller Support Agent
Sutherland Global Services
01.2015 - 01.2016
Customer Service Supervisor
XEROX - LIME
04.2010 - 01.2012
Quality Analyst
XEROX- XM Satellite Radio
04.2006 - 01.2010
Port Security Officer
PORT SECURITY CORPS
01.2005 - 03.2006
High School Diploma -
Titchfield High School
National Council On Technical And Vocational Education And Training | NCTVET
Caribbean Maritime University
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