Rashida Langaigne
Warrington
Summary
Performance based operations and customer support professional with 5+ years of experience elevating service quality, streamlining processes, and leading high-performing teams. Proven track record of driving operational efficiency and enhancing customer satisfaction across remote and hybrid environments, including reducing response times by 25% and boosting CSAT scores by 15%. Skilled in data analysis, CRM implementation, and process optimisation, always aiming to turn insights into action. Known for a strategic yet centred leadership style and a collaborative approach that inspires teams to consistently deliver their best work. Eager to advance into customer experience or operations management roles, championing continuous improvement and team development while supporting others to grow and succeed.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Administrative and Customer Service Adviser (Back Office)
United Utilities
Warrington
04.2025 - 11.2025
- Provided high quality administrative support, updating over 150 customer records weekly, processing payments, and maintaining 99% accuracy across account data.
- Managed variety of income-related and billing queries, resolving over 50 cases per week with 95% first-contact resolution.
- Supported management teams by preparing detailed performance reports, tracking KPIs, and maintaining organised documentation improving workflow efficiency by 20%.
- Recognised for exceeding collection and service targets by 18% through consistent, reliable support for customers and colleagues.
- Built lasting relationships through clear communication and commitment to excellent service, contributing to 15% increase in customer satisfaction.
- Advised management on emerging customer service trends, helping design proactive strategies that reduced repeat queries by 12%.
- Enhanced customer satisfaction by resolving back office issues promptly, cutting response time by 25%.
- Performed data entry and analysis with 99% accuracy, improving reporting turnaround by 30%.
- Worked with high data volumes, completed complex calculations, and presented results in required formats, improving report turnaround by 30%.
Team Manager (Administration and Operations Support)
Ascensos (Shark Ninja)
Trinidad
02.2024 - 02.2025
- Managed team of 19 advisers, delivering coaching, performance reviews, and goal setting that raised team KPIs by 20%.
- Oversaw scheduling, attendance tracking, and workflow administration to maintain consistent performance levels.
- Handled supervisor level customer escalations with professionalism and empathy achieving 91% resolution satisfaction.
- Leveraged SaaS platforms to optimise business processes, achieving 25% increase in efficiency and 15% reduction in operational costs.
- Collaborated with senior management to align team goals with company objectives and improve overall performance.
- Developed engagement initiatives reducing turnover by 30% and strengthening team morale.
Team Lead and Quality Control Specialist
iQor
Trinidad
02.2020 - 01.2023
- Managed team of 30 agents, maintaining 95% quality and compliance scores.
- Conducted audits, analysed data, and provided feedback to improve accuracy and reduce error rates by 10%.
- Delivered tailored coaching sessions enhancing productivity by 15%.
- Collaborated with IT and Operations teams during CRM migration, ensuring smooth transition and minimal downtime.
- Designed quality improvement initiatives that reduced average handling time by 12% while maintaining service quality.
Customer Service Adviser
iQor
01.2019 - 01.2020
- Managed high volume of inbound and outbound customer calls, averaging 70–90 per day, maintaining 95% accuracy and meeting all service-level targets.
- Entered, updated, and maintained customer data in CRM systems with 98% data accuracy and achieved weekly productivity targets ahead of schedule.
- Mentored five new team members, reducing onboarding time by 20% and improving early performance scores by 15%.
Education
High School - Mathematics, English
Chaguanas North Secondary
TrinidadSkills
- Administrative Support and Office Coordination
- Data Entry and Record Management
- Team Leadership and Performance Coaching
- Process Improvement and Reporting
- Time and Attendance Management
- Customer Communication and Problem Solving
- Proficiency in Microsoft Excel, Teams, and CRM Systems
- Adaptability in Remote and Hybrid Work Environments
- Microsoft Office Suite (Excel, Word, Outlook)
- Microsoft Teams, Slack, and Zoom
- Zendesk and CRM Systems
- Data Entry and Reporting
- IT systems knowledge
- Multicultural competency
- Staff performance evaluation
- Technical reporting
Certification
- Peak Performance Coaching (iQor)
- Quality Assurance and Compliance (iQor)
- Contract and Procurement Training
Timeline
Administrative and Customer Service Adviser (Back Office)
United Utilities
04.2025 - 11.2025
Team Manager (Administration and Operations Support)
Ascensos (Shark Ninja)
02.2024 - 02.2025
Team Lead and Quality Control Specialist
iQor
02.2020 - 01.2023
Customer Service Adviser
iQor
01.2019 - 01.2020
High School - Mathematics, English
Chaguanas North Secondary