LINDA KELAART MOBILE: 009********** EMAIL: advmu6@r.postjobfree.com

LINDA KELAART

Mobile: 009**********

Email: advmu6@r.postjobfree.com

SUMMARY

Results-oriented Call Center Manager with diverse background in management and customer service. Has experience in analyzing, researching, marketing retail sales, report writing, new recruit training and human resources functions. SKILLS

Researching and formulating of

strategies

Dedicated to process improvement

Devoted to data integrity

Strong problem solving ability

Training manual contributor

Contact centre software knowledge

Customer Relationship

Management software (CRM)

Planning and Scheduling

Microsoft Office proficiency

WORK HISTORY

Retail Assistant - March 2016 November 2016

Gardens NewWorld - Dunedin, Otago, New Zealand

I was trained as a Retail Supervisor to authorize liquor and tobacco sales, supports all aspects of operations at checkout and self checkout areas in Garden New World store

Reporting to the Checkout Manager and support the day to day operations of the front end, ensuring all customers experience the highest possible standards of service.

Assisted in grocery receiving, stocking and displaying items according to supermarket policies

Teacher Reliever - May 2015- December 2015

Queen’s High Preschool – Dunedin, Otago, New Zealand

I worked as a teacher reliever in the absence of senior teachers.

Supported teachers to provide quality teaching and child development

Supported to organize creative development t activities, story reading and sport recreation activities.

Customer Service Representative – March 2015 to May 2015 Technology Holdings Limited- Dunedin, Otago, New Zealand

Worked at eftpos inbound technical support centre answering and assisting in technical issues relating to eftpos terminals and cash registers to nationwide based customers.

Taking paper roll orders from customers for eftpos terminals and dispatching it and data entry to CRM system.

LINDA KELAART MOBILE: 009********** EMAIL: advmu6@r.postjobfree.com Strengths and achievements:

Assisted the team in introducing a new eftpos product to the market and branding the new product.

Handling three product services within the group of Technology Holdings Limited.

Organizing service between customer and technicians. Marketing Executive – Telemarketing Representative May 2013 to February 2015 Fairfac Media NZ, Invercargill, New Zealand

This was a part-time job I did while completing my Postgraduate Diploma in Business Enterprise.

Planned persuasive approaches and pitches to develop potential clients.

Grew and retained existing accounts by regularly presenting new offers and services

Influenced prospective customers to buy product offering or renew subscription of the Southland Times, Timaru Herald newspapers and Life style magazines.

Maintained database by completing call reports and and entering customer information into system Keeping up to date with the latest Fairfax Media promotions and offer these to customers.

Strengths and achievements

Contributed to the team by achieving set targets

The role helped to develop my sales and marketing skills.

Increasing sales targets which saw a 25% increase in Southland Times subscribers and 35% increase in Timaru Herald subscribers.

Manager Call Center - March 2005- August 2012

Mobitel Private Limited - Colombo, Sri Lanka

I worked as a Call Center Manager in a inbound call center at Mobitel, a leading telecommunication company in Sri Lanka.

Managing of 100 call centre agents, and was involved in wider company decision making, including policy, billing and marketing decisions. Strengths and achievements

Hiring, training, developing and quality monitoring of call centre agents

Setting performance targets and overall department targets

Coordinating with marketing and sales divisions regard to promotional activities of products

Forecasting and Scheduling of staff for different shifts and rostering them for a 24 hour call center enviourment

Monitoring and reporting inquires suggestions and complaints of customers to the management.

Compiling management reports on call quality, quantity and suggestions for improvement

LINDA KELAART MOBILE: 009********** EMAIL: advmu6@r.postjobfree.com

Certification was awarded for being a member of the 2nd runner up team at the Marketing Strategy Development and Implementation Residential Workshop for Mobitel Pvt Limited

conducted by professor Naufel J. Wilcassim in October 2005

Improve and streamline the supply and warranty process Certification was awarded in appreciation of the contribution made towards the successful team work and the achieve of the project of improving and streamlining the supply and warranty process of mobile phones for Continues Improvement Project Team at Mobitel Pvt. Limited in May/2000

Positions held previously at Mobitel Limited

March 1996 to February 2005

Manager- Resolution Desk -Was in charge of Customer Resolution Service team and

Respondent to customer inquiries, requests and complaints were resolved by letters, emails and faxes within given timelines.

Manager – Prepaid Service, Resolving customer complaints with the customer service

Team. Suggestions and customer feedback were communicated to the marketing division in developing enhanced systems, out bound calling and promoting enhanced services

Team Leader - Was leading a team of14 customer care agents to perform quality service, identifying training needs, assigning group duties and responsibilities

Senior Customer Care Executive – Was assisting a team of 6 customer care executives in handling complex inquiries and complaints.

Credit Care Executive - Monitoring high risk customer accounts and assisting payment collections. Answering queries related to payments Tele Marketing Officer – March 1995 to February 1996 Ceylinco Life Insurance Company - Colombo, Sri Lanka

Main duties were, complaint resolutions and providing customer support to life insurance policy holders

Coordinating appointments between insurance agents and prospective customers

New insurance products were promoted over the phone to prospective clients

Completed administration work related to insurance product documents. Sales Executive – March 1992 to February 1995

Orient Duty Free Shop, Colombo International Airport, Sri Lanka

Actively involved in selling duty free products of perfumeries, chocolates and alcoholic beverages to international travelers

Maintained daily stock levels and stock control to meet the demand of different international brand names

Met sale targets and organized sale promotions

Designed and maintained the displays for all products LINDA KELAART MOBILE: 009********** EMAIL: advmu6@r.postjobfree.com EDUCATION AND TRAINING

POST GRADUATE DIPLOMA IN BUSINESS ENTERPRISE - LEVEL 8 Southern Institute of Technology-Invercargill, New Zealand - 2012 to 2013 Completed PGDP with a grade of A and the course content included, Financing Enterprise -Business Enterprise Management - Business Enterprise Operations: Marketing - Human Resource Management in Innovation - Enterprise Information Communications Technology -Entrepreneurship and Innovation - Business Enterprise Management (10 credits each)

Research Methodology (6 credits) - Research Dissertation (120 credits)

Diploma in Pre-School Method of Education.

Marian Training Centre – Colombo, Sri Lanka – 2004 Course contend included, Child psychology, Teaching methods, Practical work and methods used for child brain development

Grammar for business and effective advance writing skills British Council Teaching Centre - 2010

Course Description and Objectives:

Effective Communication - Negotiation Skills - Report Writing-Time Management and Telephone Skills

Certificate in Microsoft Word, Microsoft Excel, Power point and MS Access Singapore Informatics Professional Development Centre – 2004

General Certificate of Education - Advance level Good Shepherd Covent, Colombo 13– Year 1991

Commerce & Finance - B

Accountancy - C

Economics - C

English - S

General Certificate of Education - Ordinary level St. Anthony Convent - Year 1988

English Language - D

Sinhala Language & Literature - D

Christianity (R.C,) - D

Mathematics - C

Social Studies - C

Science - S

LINDA KELAART MOBILE: 009********** EMAIL: advmu6@r.postjobfree.com INTERESTS AND HOBBIES

I am a very active person and like to get outside and walk, swim or do gardening in my free time

REFEREES:

Ms. Gaye Turner

Team Leader – Marketing Division

Southland Times Limited (Fairfax Media Limited)

Mobile: +642*-***-****

Email: advmu6@r.postjobfree.com

Ms. Rizana Afzal

Sectional Manager – Call Center

Mobitel Private Limited

Mobile :+947********

advmu6@r.postjobfree.com

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