Tania Ricketts
Summary
A dedicated, result oriented and resourceful professional with over twenty (20) years in Call Centre Management and Customer Service. One who is fueled by in-depth experience, a multifarious skillset and am focused on achieving both organizational and individual goals. A flexible and innovative leader, equipped with strong interpersonal abilities that propel the ability to motivate teammates and create a favorable work environment.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Call Center Manager
Ministry of National Security
09.2010 - Current
- Implementation of the Quality Assurance Unit
- Civilian management of seventy (70) 119 Emergency Call Takers and three (3) quality assurance staff members
- Determined quality assurance benchmarks and set standards for improvement
- Provided real-time coaching and/or feedback to agents
- Developed strategies which resulted in improved performance- average talk time, wait times, service levels and call quality
- Instrumental in the coordination of team meetings and motivational activities for staff
- Enhanced training and mentorship of employees
- Successful completion of staff performance reviews before HR set deadline
- Key participant in the development of the Division's Annual Policing Plan
- Effectively trained and sensitized staff in Customer Service and use of technological systems
- Attainment of quality staff during recruitment for the Centre
- Monitoring of response times and first call resolution resulting in marked improvement
- Versed use of Microsoft Office Suite
- Liaison with Internal and External Stakeholders
- Commendable public sensitization representative / panelist
Assistant Program Manager
Accent Marketing Jamaica Limited
05.2009 - 06.2010
- Team Manager - Panasonic USA and Sharp accounts
- Managed a team of over eighty (80) customer service and escalation agents
- Developed and executed strategies aimed at maintaining the company's Key Performance Indicators (KPIs)
- Formulated performance reports
- Successful attainment of team quarterly targets
- Facilitated daily coaching of customer service agents
- Implemented strategies aim at first call resolution (FCR)
- Created and enforced techniques aimed at improving schedule adherence
Customer Care Agent
Digicel Jamaica Limited
05.2002 - 03.2009
- Professional de-escalation and resolution of customers' accounts, queries and complaints
- Handle inbound/outbound calls
- Assist customers with complaints and questions
- Commendable First Call Resolution (FCR) statistics
- Provide information about products and services.
- Selected to provided support for the islands of St.Lucia, Barbados, St. Vincent, Grenada and the Cayman Islands
- Multiple Award for Top Call Taker
- Multiple Award for Top Team Leader
- Lead front office Customer Support Agent thus enhancing customer satisfaction
- Mentorship of new hires
- Ability to navigate multiple computer systems and applications
Education
Bachelor of Science - BS - International Relations and Political Science
University of The West Indies,
Mona, Jamaica06.2001
High School Diploma -
St. Andrew High School For Girls, Jamaica
Jamaica06.1998
Skills
- Call Center Customer Support
- Strong Customer Service
- Quality Assurance
- Computer Skills
- Excellent written and verbal communication
- Inbound / Outbound Calling
- Call Center Operations
- KPI Tracking
- Proficiency in Microsoft Office Suite
- Public speaking
- Records management
- Team coaching
- Escalation Handling
- Call Monitoring
- Report Preparation
Certification
NCTVET Customer Service Representative (Admin Asst) Level 2
Timeline
Call Center Manager
Ministry of National Security
09.2010 - Current
Assistant Program Manager
Accent Marketing Jamaica Limited
05.2009 - 06.2010
Customer Care Agent
Digicel Jamaica Limited
05.2002 - 03.2009
Bachelor of Science - BS - International Relations and Political Science
University of The West Indies,
High School Diploma -
St. Andrew High School For Girls, Jamaica
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