Marc Carls Raphael
Summary
A Certified Client Service Specialist (CCSS) with extensive skills and experience in Customer Relations, Telesales, Training and Coaching. With more than 10 years of customer service providing resolution, retention and customer satisfaction and a proven ability to meet or exceed customer service goals.
Overview
14
14
years of professional experience
Work History
Legal intake specialist
The Berman law group
06.2024 - Current
- Assisted in the screening of potential clients to determine if their legal matter falls within the scope of services provided by the firm.
- Conducted intakes for prospective clients and ensured that all necessary documents were completed accurately and timely.
- Gathered pertinent information from potential clients, including background details, case facts, contact information.
Restaurant Manager
Mr Verts Kitchen
08.2023 - 12.2023
- Ensured compliance with all food safety regulations and sanitation standards.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
Food Server
Chwa Hollywood
02.2023 - 07.2023
- Greeted guests in a friendly and welcoming manner.
- Prepared tables for meals by setting up items such as linens, silverware, and glassware.
- Informed customers of daily specials and menu changes.
- Took orders from customers accurately and delivered to kitchen staff promptly.
Customer Care Operations Manager
Digicel Group
07.2021 - 05.2023
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
Operations Manager (BPO Industry)
CONTACT CENTER PLUS S.A.
03.2015 - 08.2021
- Strengthen the relationship between the organization and its clients by recruiting quality staff members
- Oversee the implementation of procedures, goals and objectives within the department
- Keep a close eye on the adherence to the policies, objectives and goals
- Undertake a performance evaluation of the assigned staff
- Establish performance parameters and gauge employees’ personal targets
- Monitor the staff’s performance and coach them for any improvements
Trainer
HTC Haiti Training Center
02.2017 - 05.2017
- Customer Service Training
- Designed and developed training materials for new employees in the organization.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
Commercial Representative
HT Beton
11.2014 - 01.2015
- Achieves maximum sales profitability, growth and account penetration
- Establishes, develops and maintains business relationships with current customers and prospective customers
- Makes telephone calls and in-person visits and presentations to existing and prospective customers
- Develops clear and effective written proposals/quotations for current and prospective customers
- Analyzes the territory/market’s potential
Operations Consultant
CONTACT CENTER PLUS S.A.
06.2014 - 11.2014
- Recruit quality staff members
- Define process and procedures to implement inbound and outbound campaigns
- Implement systems to enable floor supervisors to control the call center KPIs and manage agents in the most efficient manner
Customer Retention Responsible
CanalSat Haiti
02.2014 - 10.2014
- Responsible for reducing the rate of churn
- Ensure that all client were contacted by phone and / or email to come renew their service
- Provide data for launch new promotions
- Provide clear explanations of the causes of non renewal
Team Leader
CONTACT CENTER PLUS S.A.
10.2012 - 01.2014
- Ensure that all customer representative are quickly and properly installed at the beginning of their shift to execute their tasks
- Ensure that customer representatives are adequately equipped to do their job (computer, phone, headset ...)
- Support customer representatives in the performance of their duties, ensuring that operational and quality objectives are achieved
- Work closely with program managers to ensure optimal use of resources are made
- Monitor the daily performance of customer representatives, develop and implement appropriate action plans to realign the group's performance with the objectives etc.
Customer Care representative
Communication Cellulaire d'Haiti
11.2010 - 10.2012
- Answering product and service questions; suggesting information about other products and services
- Resolves product or service problems by clarifying the customer's complaint
- Following up to ensure resolution of customers issue
Education
G.O.C - Civil Engineering
universite
01.2007
Skills
- Customer Service Management
- Teamwork
- Active Listening
- Leadership
- Customer Service
- Call Centers
- Telecommunications
- Troubleshooting
- Team Leadership
- Team Building
Timeline
Legal intake specialist
The Berman law group
06.2024 - Current
Restaurant Manager
Mr Verts Kitchen
08.2023 - 12.2023
Food Server
Chwa Hollywood
02.2023 - 07.2023
Customer Care Operations Manager
Digicel Group
07.2021 - 05.2023
Trainer
HTC Haiti Training Center
02.2017 - 05.2017
Operations Manager (BPO Industry)
CONTACT CENTER PLUS S.A.
03.2015 - 08.2021
Commercial Representative
HT Beton
11.2014 - 01.2015
Operations Consultant
CONTACT CENTER PLUS S.A.
06.2014 - 11.2014
Customer Retention Responsible
CanalSat Haiti
02.2014 - 10.2014
Team Leader
CONTACT CENTER PLUS S.A.
10.2012 - 01.2014
Customer Care representative
Communication Cellulaire d'Haiti
11.2010 - 10.2012
G.O.C - Civil Engineering
universite
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