Akeem Headlam
Kingston
Summary
Dedicated and results-driven professional with experience in leadership, customer service, and quality analysis. Proven ability to work effectively in fast-paced environments and lead teams to achieve exceptional results.
Overview
6
6
years of professional experience
Work History
Continuous Improvement Expert
Itel International
12.2024 - Current
- Improved customer satisfaction rates by streamlining internal processes and communication channels.
- Led cross-functional teams in the execution of performance improvement projects, fostering collaboration and driving results.
- Mobilized problem-solving teams and supporting groups to streamline processes and drive clear business improvement.
- Established robust monitoring systems to track performance data, enabling informed decision-making around future continuous improvement efforts.
Training Manager
Itel International
07.2024 - 12.2024
- Responsibilities:
- - Managed and supervised training team to ensure effective delivery of training programs
- - Developed and implemented training strategies to meet business objectives
- - Collaborated with operations team to identify training needs and develop solutions
- Achievements:
- - Improved training team's efficiency and effectiveness through process improvements and coaching
- - Developed and implemented a leadership development program to identify and develop future leaders
Trainer
Itel International
04.2023 - 07.2024
- Responsibilities:
- - Designed and delivered training programs for new hires and existing agents
- - Developed and maintained training materials and documentation
- - Evaluated training effectiveness and made recommendations for improvement
- Achievements:
- - Improved new hire ramp-up time by 30% through targeted training and coaching
- - Developed a comprehensive training program for new hires, resulting in improved job readiness
Quality Analyst
Itel International
10.2021 - 04.2023
- Responsibilities:
- - Monitored and evaluated agent performance to identify areas for improvement
- - Analyzed customer feedback and implemented process changes to improve satisfaction
- - Collaborated with training team to develop and deliver training programs
- Achievements:
- - Improved quality scores by 25% through targeted coaching and process improvements
- - Developed and implemented a quality assurance program to ensure consistency and accuracy
Agent
Itel International
12.2019 - 10.2021
- Responsibilities:
- - Responded to customer inquiries via phone, email, and chat
- - Resolved customer complaints and concerns in a timely and professional manner
- - Utilized software systems to manage customer interactions and resolve issues
- Achievements:
- - Consistently met or exceeded customer satisfaction targets
- - Developed and implemented process improvements to increase efficiency and reduce resolution time
Education
Associate of Science - Business Administration And Accounting
Mico University College
Kingston Jamaica06-2027
High School Diploma -
Edith Dalton James
Kingston Jamaica09-2009
Skills
- Leadership and team management
- Quality analysis and improvement
- Training and development
- Excellent communication and interpersonal skills
- Excel knowledge
- Attention to detail
- Analytical thinking
Hobbies and Interests
Football, Track and Field
Timeline
Continuous Improvement Expert
Itel International
12.2024 - Current
Training Manager
Itel International
07.2024 - 12.2024
Trainer
Itel International
04.2023 - 07.2024
Quality Analyst
Itel International
10.2021 - 04.2023
Agent
Itel International
12.2019 - 10.2021
Associate of Science - Business Administration And Accounting
Mico University College
High School Diploma -
Edith Dalton James
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