Hi, I’m
Armand Keith
FT. LAUDERDALE,FL.
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
48
years of professional experience
Work History
Teleperformance USA
Supervisor
10.2017 - Current
Job overview
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives and communication goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
Teleperformance USA
Customer Service Representative
01.2013 - 10.2017
Job overview
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled inbound customer chat conversations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
NEW BEGINNING CHRISTIAN CENTER
CHURCH MUSICIAN, •Keyboard Player and Worship Leader
01.2000 - Current
Job overview
- Provide musical support for all services and special events as needed.
U.S. CENSUS BUREAU
CUSTUMER SERVICE
03.2010 - 08.2010
Job overview
- Conducted interviews with residents in assigned areas by following stringent guidelines and confidentiality laws
- Explained the purpose of the Census interview, answered residents' questions, elicited information following a script, and recorded census data on forms.
- Prepared enumeration materials by checking address registers for duplicate or missing addresses, organizing crew leader assignment control records, keying data, and checking training materials
- Prepared work assignments for field staff
- Tracked and shipped census forms for processing at the U.S
- Census Bureau's National Processing Center
- Performed assigned tasks in the operations control system
- Performed routine clerical tasks required in the collection, control, review, processing, and reporting of personnel and payroll data for approximately 600 employees
- Carried out employee selection and hiring functions, including processing personnel actions
- Maintained personnel files and administrative records
- Assisted in the processing of accident forms, travel vouchers, and time and attendance records
- Verified (by re-contacting households) a sample of the questionnaires completed by field staff for accuracy and completeness
- Conducted investigations to determine whether fraud had been committed in suspected cases
- Maintained an accurate daily inventory of all questionnaires using MS Excel.
CITY OF WEST PARK
Audio Engineer
01.2007 - 01.2009
Job overview
- Provide live sound reinforcement for City Commission Meetings, Special Magistrate Meetings, and other special events as needed.
KOINONIA WORSHIP CENTER
A/V DEPARTMENT DIRECTOR
01.2002 - 01.2009
Job overview
- Produce and edit local and international 27 minute radio program
- Provide live sound reinforcement when necessary in local sanctuary
- Provide total audio and visual support (i.e
- Live sound, audio and video recording, multimedia presentation support) during conferences held away from the local church
- Manage and train volunteers and other audio engineers.
BROADCAST MANAGER
01.1996 - 01.2001
Job overview
- Produce and edit local and international 27 minute radio program
Education
Art Institute of Fort Lauderdale
Associate of Science from Music and Video Business
University Overview
Audio Production
Digital Audio Editing
Event Promotions
Live Sound Reinforcement
Copyright & Contract Law
Skills
- Adaptable Style
- KPI Tracking
- Call Center Strategy
- Correcting Discrepancies
- Customer Relationship Management
- Customer Service Management
- Customer Care
- Mentoring New Hires
- Constructive Feedback
- Excellent Verbal Communication Skills
- Performance Tracking and Evaluations
- Microsoft Office
Timeline
Supervisor
Teleperformance USA
10.2017 - Current
Customer Service Representative
Teleperformance USA
01.2013 - 10.2017
CUSTUMER SERVICE
U.S. CENSUS BUREAU
03.2010 - 08.2010
Audio Engineer
CITY OF WEST PARK
01.2007 - 01.2009
A/V DEPARTMENT DIRECTOR
KOINONIA WORSHIP CENTER
01.2002 - 01.2009
CHURCH MUSICIAN, •Keyboard Player and Worship Leader
NEW BEGINNING CHRISTIAN CENTER
01.2000 - Current
BROADCAST MANAGER
01.1996 - 01.2001
Art Institute of Fort Lauderdale
Associate of Science from Music and Video Business
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