Customer Service Manager
Telecommunications Services of Trinidad and Tobago
Total years of experience :30 years, 4 Months
Telecommunications Services of Trinidad and Tobago Limited (TTST) is the nation’s largest provider of communications
solutions for residential and commercial markets with leading-edge products designed around its IP-based core
Infrastructure. TTST is the industry leader deploying wireless and fiber optic networks to deliver voice, data and
multimedia capabilities.
Manager, Operator Services: Lead and strengthen customer experience standards at the Operator Services Contact
Center.
Manage team of 53 in provision of exceptional service and consistently exceeding service level targets by 5-10 percent.
Boosted camaraderie through teambuilding and one-on-one interaction with Agents.
Ensured delivery of proactive, high quality service.
Reintroduced the Customer Advocate Programme (CAP) for outreach to customers with aged faults, following up internally. Reached over 1, 890 customers and provided helpful updates on the status of their repairs.
Oversee provision of after hours customer support.
Support Hootsuite and LTE trouble shooting.
Drove significant improvement (15%) in staff attendance, and reduction in tardiness (26%).
Massy Group of Companies: Provided training for all Compliance Officer in each jurisdiction, trained all staff, wrote Compliance Programmes, conducted monthly meetings, prepared monthly reports for Board of Directors, met with Regulators in each jurisdiction.
Trinidad and Tobago Unit Trust Corporation(former employers): Provided guidance for all Compliance related issues for the North American Fund USA Inc.
The Insurance Company of The West Indies: trained all staff, Compliance Officer and wrote Compliance programme.
Eastern Properties Ltd. Trained all staff in annual AML/CFT Training.
Liaison with SEC and FINRA;
Train Staff
Conduct Compliance Audits
Author Compliance Programmes
Attend Board meeting
Write Compliance Programme
Train staff in AML/CFT
Supervise Staff
Laision with Regulator and Supervisor
Advertising and Event Management
Manage branch Operations
Provide customer service support, Supervise Staff.
Provide assistance to the public
Trinidad and Tobago Unit Trust Corporation.
Lower Second Class Honours 2ii