Rhianhnon Scott
Gibbons
Summary
Experienced Team Manager with a proactive approach to managing client and agent interactions. Committed to achieving goals and driving success in all tasks. Skilled in building and maintaining relationships, consistently delivering exceptional service. Proven track record of effective team leadership, dedicated to fostering a collaborative and productive work environment and ensuring the highest level of customer satisfaction.
Overview
8
8
years of professional experience
Work History
Team Manager
Sutherland
09.2023 - Current
- Oversee team time cards and PTO, ensuring compliance and efficiency
- Collaborate with QA partners to implement training and updates
- Monitor agent training compliance, ensuring policy adherence
- Implement process changes and provide feedback
- Analyze data to identify trends, implement process enhancements, and deliver measurable outcomes
- Facilitate effective communication, resolve conflicts, and promote a cohesive work environment
Call Center Representative
Sutherland Global
08.2021 - 09.2022
- Company Overview: AutoTrader & Kelly Blue Book
- Handled inbound calls, resolving customer inquiries efficiently and accurately
- Created and managed customer cases, ensuring timely resolution and satisfaction
- Verified customer information with precision, maintaining data integrity
- Addressed refund and spam inquiries, improving customer trust and retention
Census Enumerator
Statistics Canada
04.2021 - 08.2021
- Conducted resident interviews to ensure accurate census data collection and compliance
- Addressed map discrepancies, enhancing data reliability and process efficiency
- Documented work metrics for precise record-keeping and accountability
- Validated interview data, ensuring completeness and accuracy for reliable results
Sales Associate
Canex
03.2017 - 06.2019
- Handled customer inquiries via phone, ensuring all requests were met efficiently
- Prepared accurate cash deposits, maintaining a perfect record of zero discrepancies
- Assisted customers in locating products and checked inventory, enhancing shopping experience
Education
CERTIFICATE IN ADMINISTRATIVE OFFICE ASSISTANT -
St. Lawrence College
ONTARIO06.2021
Skills
- Written and verbal communication
- Multitasking
- Organizational skills
- Analytical and critical thinking
- Excel & Word
- Cultivate strong relationship with partner
Timeline
Team Manager
Sutherland
09.2023 - Current
Call Center Representative
Sutherland Global
08.2021 - 09.2022
Census Enumerator
Statistics Canada
04.2021 - 08.2021
Sales Associate
Canex
03.2017 - 06.2019
CERTIFICATE IN ADMINISTRATIVE OFFICE ASSISTANT -
St. Lawrence College
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