Junior Stéphane CHARLES

Adress: **** Oakland Ave. Union

Tel & email : (516) -871-6489 ad392t@r.postjobfree.com PROFESSIONAL SUMMARY

With expertise in customer relationship management, I am a professional with a background that meets the standards of any institution working in the field. With over 10 years of progressive leadership experience, I know how to transform staff into exceptional employees who can demonstrate the creativity and expertise that is essential to the success of any business.

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• Professional Trainer

• Customer Relations

Manager

• Reliable and Honest

• Strong organizational Skills

• Natural Leader.

• Force of proposal

• Good Knowledge of

Microsoft Software

(Outlook/

PowerPoint/Excel)

SKILLS

• Good Oral and Written

communication (Creole, French,

English)

• Proactive

• Time Management

• Expert en technique de négociation

• Reports and Data Analysis

Specialist

• QA testing / Script Analysis

PROFESSIONAL CAREER

WIS International, Associate inventory 01/2024 to present. New Jersey – US

• Carry out inventories over a wide area.

• Scanned and counted items in clothing stores supermarkets commercial and retail locations between New Jersey, New York, And Pennsylvania.

• Monitor inventory and order additional stock as needed.

• Maintaining and updating records

Senior Operations and Customer Experience Lead, 03/2022 to 11/2023 Digicel Haiti – Port-au-Prince, Haiti.

• Achieve 90% of SLA each month.

• Respond to at least 95% of customer queries.

• Achieve a customer satisfaction score of 80%.

• Submit reports and forecasts using Excel sheet,

• Make improvement proposals via PowerPoint every two weeks and discuss regularly with senior management (Jamaica & Haiti) about strategies that can ensure the smooth running of the call center (staff - training)

• Track customer experiences across channels (phones, chat, emails)

• Identify customer needs and take proactive steps to maintain positive experiences. Manager and Head of Workforce French West Indies, 06/2018 to 03/22 Digicel Haiti – Port-au-Prince, Haiti

• In charge of planning for over 200 employees using GENESYS

• Schedule a monthly forecast for employees and reduce costs.

• Ensure the inventory of equipment (computers, Workstation, ACD, Office equipment).

• Creates reports and Dashboards on historical data and forecast results of applicable systems.

• Analyzes data and recommends talent management solutions for implementation.

• Analyzes and develops weekly recommendations for planning and uses staffing requirements, call center, and operations schedules to determine staffing levels required to ensure the organization's ability to meet operational commitments. Supervisor of the training and QA Analyst, 11/2016 to 06/2018. Digicel Haiti – Port-au-Prince, Haiti

Maintain and develop a standardized B-to-B and B-to-C relationship.

Over 200 quality evaluations to ensure the quality of customer exchanges via QM (quality monitoring)

Manage the training needs of more than 125 employees.

Manage system, process, and quality program assurance, including the development of training materials.

Perform quality tests every week to improve customer experience.

Ensure regular monitoring of agent performance through listening, calibration, training, and upgrade testing.

Trainer and Supervisor of the sales team, 01/2016 to 11/2017 Digicel Haiti – Port-au-Prince, Haiti

Sales indicators achieved for over 60% of the distributed portfolio.

Indirect sales rate of 20% each month

Increase customer base by 10% each quarter.

Develop action plans to improve the performance and productivity of a team of 25 salespeople.

Make sure to have all strategies in place that can help achieve the goals.

Coaching sales staff to improve weak points.

Software Mastered.

Microsoft Office (Excel, PowerPoint, Word, Teams, Outlook) Zendesk •

Genesys Cloud •

Quality Monitoring •

Qualtrics XM •

Google Drive

EDUCATION

• High School Diploma: college Canado Haitien

• Associate degree: Economics Faculty of Law and Economics

• Martinique Training Center Training of Trainers

CERTIFICATIONS

• Certificate in Telephone Communication Techniques

• Certificate of Marketing Through the Internet and social media

• Certificate in Time Management

• Certificate of training: communicating like a leader

• Certificate in Ethical Business

• Certification in Professional Writing

• Certificate in Advanced Sales Technique

• Certificate in Professional Coaching

• Training of Trainers Certificate

• Attestation based on the negotiation.

• Bacc I & II

REFERENCES

• Available on request

Contact this candidate