Summary
Overview
Work History
Education
Skills
Certification
Interests
Hobbies
Timeline
Generic

MENA ODEDRA

TEAM MANAGER
Luton ,LU4

Summary

A dedicated and results driven Manager with an achievement of profitability growth. Recognized for assessing operational needs and developing solutions to save costs, improve revenues, and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team building record. Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 18 years of extensive leadership experience in Retail, Travel, Call Center's Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership skills. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated Great Team Building and expertise, including competitive offerings, pricing and market positioning. Demonstrating a high level of integrity and commitment. I have the willingness and dedication to learn new skills and determination to succeed in any task given to me. I am a highly-motivated customer care professional with extensive experience assisting customers and fellow Managers in a corporate setting. compliance-focused with a eye for detail, I strive to maintain the highest standards at all times and utilize my full range of communication, and analytical skills to deliver a positive outcome for customers and company whist working in a challenging target based environment.

Overview

9
9
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
2
2
Languages

Work History

Team Manager

SERCO
Remote , uk
02.2021 - Current
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Met with clients to maintain communication to enhance teams' execution on new products.
  • Monitored incoming calls and provided feedback to 25 associates to improve quality of service.
  • Coaching with regularly training and motivational, and emotional support. Dealing with complaints and calling claimants back to resolve.
  • All aspects of My Hr abs recruitment to on boarding Agents.
  • 1-2-1 monthly meetings with Agents and setting them with Personal goals.
  • Weekly performance review with operations Manager

Customer Service Representative

TTEC
Remote
09.2021 - 02.2022
  • Provided primary customer support to internal and external customers.
  • Collected and analyzed customer information to prepare product or service reports.
  • Responded to customer requests for products, services and company information.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Processed customer adjustments to maintain financial accounts.
  • Ebay Contract to Support all Inbound Calls and Outbound with products and services and conflict resolution
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Team Manager

CAPITA / BLUE ARROW
REMOTE
05.2021 - 09.2021
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Met with clients to maintain communication to enhance teams' execution on new products.
  • Facilitated meetings to communicate team performance goals and results.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Test and trace Contract of 30 Agents.
  • Kpi's and Performance Managing.
  • Disciplinary meeting scheduling and outcome.
  • Weekly meetings with operations Manager

Team Leader /Supervisor

SWISSPORT
Luton Airport , Luton
03.2013 - 02.2020
  • Built strong relationships with customers through positive attitude and attentive response.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Implemented new working processes to deliver multiple improvements.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Cross-trained and provided backup support for organizational leadership.
  • Assisted with new hire processing and existing training programs.
  • Confirmed confidential budget reports remained up-to-date for manager.
  • Boarding Flights and Checked In Passengers, Visa Checks
  • Health and Safety Checks

Education

High School Diploma -

Loughborough College
Loughborough
01.1989 - 01.1990

GCSE -

Moat Community College
LEICESTER
09.1983 - 06.1988

AAT Accounts

Barnfield College Luton
01.1992 - 05.1993

Skills

    Excel, spreadsheets, word

undefined

Certification

World Host / Customer services

Interests

Travelling To Different Countries

Cooking and Socializing

Gym and Meditation with Yoga

Hobbies

Daily Yoga and Meditation is a Must for me. I also Like Entertaining Friends and Cooking new Dishes. Eating Out and Shopping

Timeline

Customer Service Representative

TTEC
09.2021 - 02.2022

Team Manager

CAPITA / BLUE ARROW
05.2021 - 09.2021

Team Manager

SERCO
02.2021 - Current

Team Leader /Supervisor

SWISSPORT
03.2013 - 02.2020

AAT Accounts

Barnfield College Luton
01.1992 - 05.1993

High School Diploma -

Loughborough College
01.1989 - 01.1990

GCSE -

Moat Community College
09.1983 - 06.1988
MENA ODEDRATEAM MANAGER