Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Leone Augustin Popo

Castries,St. Lucia

Summary

Proactive professional with 14+ years of experience and a proven knowledge of relationship management, strategic business planning, and scheduling. Aiming to leverage my skills to successfully fill the position of Real Time analyst in your company.

Overview

18
18
years of professional experience

Work History

Call Center Supervisor

KM2 Solutions
08.2023 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Supervised agents in providing excellent customer service to callers requiring assistance.
  • Trained team members on performance metrics and consumer behavior identification.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Call Center Team Lead

KM2 Solutions
12.2021 - 08.2023
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services, and company information.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.

Collections Agent

KM2 Solution
08.2020 - Current
  • Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
  • Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Reservations Assistant/ Port Assistant/ Nature Interpreter

Rainforest Adventures
08.2007 - Current
  • Managed reservation systems to ensure accurate data entry and timely updates for room availability.
  • Provided exceptional customer service, addressing client concerns and resolving issues promptly.
  • Utilized various software programs to manage reservations, track inventory, and generate reports for management review.
  • Increased overall guest experience by ensuring attention to detail in every aspect of the reservation process.
  • Improved efficiency in reservations department through effective organization of workload distribution among team members.

Education

Bachelor of Science - PUBLIC HEALTH

MONROE COLLEGE
Vide Boutielle Highway
01.2012

High School Diploma -

CASTRIES COMPREHENSIVE SECONDARY
John Compton Highway
07.2006

Skills

  • Customer service focus
  • Call monitoring
  • Reporting skills
  • Timekeeping
  • Training coordination

Awards

  • Certificate of Achievement, Castries Comprehensive
  • Dean's List and President's List Certificate, Monroe College
  • First Aid and CPR Certificate

Timeline

Call Center Supervisor

KM2 Solutions
08.2023 - Current

Call Center Team Lead

KM2 Solutions
12.2021 - 08.2023

Collections Agent

KM2 Solution
08.2020 - Current

Reservations Assistant/ Port Assistant/ Nature Interpreter

Rainforest Adventures
08.2007 - Current

Bachelor of Science - PUBLIC HEALTH

MONROE COLLEGE

High School Diploma -

CASTRIES COMPREHENSIVE SECONDARY

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Leone Augustin Popo