Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
References
Timeline
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Blessing Abandoh

Blessing Abandoh

Justin,TX

Summary

Dynamic seasoned leader with over 10+ years of experience and a proven track record at Telus International, adept in strategic planning and customer relationship management. Excelled in enhancing operational efficiency and boosting customer retention by implementing innovative solutions. Skilled in cross-functional collaboration and decision-making, significantly contributing to market growth and team development. Responsible for leading and overseeing customer service agents to ensure they meet performance targets and deliver exceptional service. Monitor key performance indicators, provide coaching, and conduct regular performance reviews to enhance team effectiveness. Facilitate training and development initiatives, ensuring team members are equipped with the necessary skills. Handles scheduling, manage workforce needs, and address any conflicts or escalated customer issues. Fostering a positive team environment and implementing productivity in achieving operational goals and enhancing customer satisfaction.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Operations Team Manager

Telus International
Montreal, Québec
09.2019 - 12.2024
  • Connected with clients and developed strategies to achieve sales and customer service goals.
  • Conducted regular staff meetings to discuss progress and challenges faced by the team.
  • Planned delivery routing, team workflows, and promotional initiatives.
  • Developed and implemented processes to improve operational efficiency.
  • Implemented strategies to increase productivity and reduce costs across multiple teams.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Managed scheduling, training and inventory control.
  • Provided guidance to team members regarding their responsibilities and tasks.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Resolved any customer complaints or issues in a timely manner.
  • Collaborated with stakeholders to develop long-term goals for the organization's operations.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Presented performance and productivity reports to supervisors.
  • Motivated and evaluated personnel for performance improvement and goal achievement.

Customer Service Representative

TELUS International Philippines-Discovery Centre
Tagug, Metro Manila
01.2017 - 08.2019
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Strengthened customer retention by offering discount options.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Collected deposits or payments and arranged for billing.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Customer Loyalty and Retention Specialist

Telus Mobility
Taguig, Manila
07.2014 - 01.2017
  • Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
  • Researched competitive offerings and identified opportunities for improving our product offering.
  • Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
  • Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
  • Collaborated with sales and marketing teams to align retention efforts with overall business goals.
  • Analyzed customer feedback and sales data to identify trends and areas for improvement in service offerings.
  • Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
  • Negotiated with vendors and service providers to offer exclusive deals as part of retention efforts.

Education

Bachelor of Science - Sociology And Anthropology

University of Buea
Buea, Cameroon
12-2018

Associate of Applied Science - Computerized Accounting And Management

Pan African Institute For Development
Buea, Cameroon
11-2014

Skills

  • KPI tracking
  • Decision-making
  • Customer relations specialist
  • Market research, forecasting, and analysis
  • Strategic planning
  • Negotiation
  • Cross-functional collaboration
  • Market growth
  • Customer relationship management
  • Interpersonal communication
  • Business intelligence
  • Complex problems analysis
  • Marketing coordination
  • Lean methodology
  • Training and mentoring
  • Deadline management
  • Operational efficiency
  • Staff development
  • Marketing
  • Performance reporting
  • Sales support
  • Performance monitoring
  • Production
  • Schedule oversight
  • Staff training
  • Staff retention
  • Project leadership
  • Conflict mediation
  • Customer relationship management (CRM)
  • Supervisor communication
  • Critical communication

Affiliations

  • Volunteering ( local shelter or food Bank)
  • Physical Fitness (Soccer, Basketball, Running)
  • Creative pursuits (Writing, painting)
  • Travel different countries and regions

Accomplishments

  • Graduated with Honors (Magna Cum Laude) - 2014
  • Employee of the year award - 2014-2015
  • Best Team Award - 2019 , 2020, 2022, 2023 respectively.
  • Best Agent - 2014, 2017, 2017 respectively.

Certification

  • Customer Service Certification (CSC)
  • IAspire Leadership Certification
  • Coaching and Mentoring Certification

Languages

English
Full Professional
French
Limited

References

References available upon request.

Timeline

Operations Team Manager

Telus International
09.2019 - 12.2024

Customer Service Representative

TELUS International Philippines-Discovery Centre
01.2017 - 08.2019

Customer Loyalty and Retention Specialist

Telus Mobility
07.2014 - 01.2017

Bachelor of Science - Sociology And Anthropology

University of Buea

Associate of Applied Science - Computerized Accounting And Management

Pan African Institute For Development

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Blessing Abandoh