At Call Centre House (CCH), I lead and manage the operational strategy for one of the industry’s most dynamic and innovative BPO advisory firms, ensuring that businesses of all sizes optimize their outsourcing strategies. With over 25 years of industry experience, CCH is a trusted partner in the BPO sector, helping organizations navigate complex customer experience (CX) strategies, select ideal BPO partners, and resolve labor shortage challenges.Key Responsibilities & Achievements:- Strategic Leadership: Oversee the development and execution of operational strategies aligned with CCH’s mission to provide cutting-edge CX and BPO solutions for global clients, focusing on Africa and Asia.- Team Management: Lead cross-functional operations teams, ensuring seamless service delivery and alignment with client goals. Successfully managed teams responsible for CX strategy advisory, call center selection, and consulting.- Process Optimization: Implemented best practices in call center operations, resulting in increased efficiency and improved client satisfaction.- Labor Solutions: Spearheaded initiatives to solve labor shortages for clients, leveraging CCH’s extensive talent pool of over 1,000 skilled workers, ready to scale operations.- Client Acquisition & Partner Matching: Led the process of matching international clients with BPO partners, utilizing data-driven decision-making with 50+ data points to ensure the best fit.- Operational Efficiency: Drove operational improvements and enhanced service delivery across multiple projects, resulting in streamlined processes and a reduction in operational costs by 18%.Through my leadership, CCH continues to be a trusted partner, offering customized solutions such as CX strategy advisory, labor shortage solutions, and expert guidance in BPO partner selection for organizations in Africa and Jamaica.

Developed and implemented long-term operational strategies that aligned with business goals, resulting in a 30% increase in overall operational efficiency and productivity.Led and managed cross-functional operations teams, fostering alignment with CCH objectives and contributing to 10% revenue growth or efficiency gains.Oversaw budgeting and resource allocation, optimizing operational efficiency and reducing costs by 15% through strategic resource management.Identified and implemented process improvements, integrating best practices and advanced technologies, leading to a reduction in processing time, cost savings, or increased output.Established and monitored key performance indicators (KPIs), enabling data-driven decision-making and ensuring operational targets were consistently met or exceeded by 10%.Ensured compliance with company policies, industry regulations, and legal requirements, mitigating operational risks and maintaining a strong record of regulatory adherence.

•Responded to inbound customer calls, emails, and live chats promptly and professionally.•Assisted customers with product inquiries, billing issues, and order processing.•Resolved customer complaints and concerns, achieving a customer satisfaction rate of 95%.•Accurately documented customer interactions and inquiries in the CRM system.•Collaborated with the sales team to identify upselling opportunities and improve customer retention.•Participated in ongoing training to stay updated on product knowledge and customer service best practices.

•Contributed to team meetings and provided feedback to improve call centre efficiency.•Assisted in training new call centre agents to ensure a smooth onboarding process.•Assisted senior customer service representatives with handling customer inquiries and complaints.•Conducted research to find solutions to complex customer issues, improving the resolution process.•Shadowed experienced agents to learn call centre protocols and procedures.•Developed strong customer service skills and acquired hands-on experience in a professional call centre environment.

Developed and executed comprehensive digital marketing strategies to enhance the company's online presence and increase brand visibility.Conducted market research to identify target audiences and optimize marketing campaigns for maximum engagement and conversion.Managed social media platforms, creating compelling content and overseeing paid advertising efforts to drive traffic and sales.Analyzed key performance metrics (KPIs) to measure the success of marketing campaigns, providing detailed reports and insights to inform future strategies.Collaborated with cross-functional teams (sales, product, and design) to align marketing efforts with company objectives

•Good knowledge and managing production through system application programme (SAP) .•Perfect experience in handling media accessories.•With good knowledge on market performance and risk involved, I have generated the best that is in the line with the institution’s vision.•Liaising with online support team to follow up on viewers’ queries and compliant resolution.•Acquisition of media materials and services into the company.•Honoured as one of the most responsible and time conscious individual in my team • Assisting the managerial and working closely with team to beat deadlines and boost production.•Managing information on media ethics regulations and changes that are being experienced in the industry.

•Managing the import process and the import documentation•Supplier selection by allowing the company choose the most responsible and the most qualified suppliers.•Manage the general sales and flow of goods in the store.•Participate in the decision making process and the general management of thecompany.•Monitor daily deliveries done and approve daily ordering of the neccerasary goods and services•Produce minutes of meeting and drafts of replies to correspondence Welcome and look after visitors.•Collaborate with the personals to ensure clarity of specification and expectations of the company.

Led content strategy, ensuring brand consistency across media channels.Coordinated production teams and managed the content management system.