Andy Phillips Email & Phone Number

Miami/Fort Lauderdale Area

ROLE EXPECTATIONAssisting the operations in the night shift to ensure smooth and efficient running. Sharing responsibility for helping with all the activities & tasks of the night shift team. Playing an important role to ensure result-oriented coordination between Off-shore and On-shore. Guaranteeing that the company meets its commitments to both stakeholders and customers.SKILLSA strong sense of integrity with a set of personal and professional values that inspire trust. •An aggressive approach to problem-solving with a strong desire to become part of a productive & result-oriented team •The ability to respond and quickly adjust to opportunities and threats as they arise. •Outstanding presence and communication skills with the ability to establish credibility with all stakeholders at all levels.•Ability to act as a communication expert•Understanding of issues surrounding current employment legislation, including data protection. •A willing, “can-do” attitude and genuine desire to work with the management team in building a successful, pleasant working environment during the night shift.•Ability and desire to take on new skills.•Ability and willingness to work outside of regular office hours where required.•Self-starter, able to work independently with minimal supervision.

•Trained team members in System Software, Computer-based application, Linguistic, Information and Customer Service Skills.•Monitored and evaluated the performance of each CSE with respect to quality matrix by giving timely feedback through excel-enabled performance sheets.•Dealt with a diverse range of hard-to-handle consumers including irate, inquisitive and other challenging callers as and when required.•Identified key training areas for team members through computer-based monitoring of calls and maintaining a regular database of Key Performance Indicators including typing speed.•Resolved common software application issues for each CSE by working closely with the IT team.•Created, maintained, and supervised client accounts on the system software through sensitive Data Entry.•Maintained an accurate agent database of computer records and office files.•Made sure all resources were working properly.•Followed a rigorous process protocol to ensure service excellence.

•Trained personnel in operational procedures for Business Process Outsourcing teams.•Devised and implemented mechanisms for enhancing team productivity.•Ensured that daily work was completed in accordance with project deadlines.•Prepared and presented productivity reports to Clients.•Ensured that the work place and equipment was maintained professionally.•Implemented safety and security standards.•Ensured that Confidentiality Agreements were understood and complied with.•Maintained and implemented Operations Manuals for running projects.•On an ongoing basis, reviewed operations to identify and correct weaknesses and build upon strengths.•Any other tasks assigned by the Manager