A dynamic business management graduate from Ulster University, adept in business analytics and operations administration. Demonstrated track record of optimizing company sales and profitability through agile strategies. Proficient in CRM and stakeholder management, honed through hands-on experience in various roles. With a proactive approach to learning about business operations administration and development, I possess a keen eye for identifying growth opportunities. Driven by a relentless pursuit of excellence, I am poised to embark on a journey of professional growth and personal development, fuelled by a clear vision and ambitious career goals.
Coordinated multiple product projects within the business, ensuring alignment with organizational objectives and timelines. Monitored product progress, prepared status updates, and reported to senior management. Acted as the primary point of contact between the product team and stakeholders. Analysed operational data to identify areas for product improvement, resulting in increase in 20% FCR, 15% CSAT and decrease in AHT by 15%. Developed in house platforms taking feedback from stakeholders within the company to increase and enhance efficiency. Developed training materials and conducted sessions to ensure team members’ understanding of product goals and procedures. Managed resource allocation and maintained accurate product documentation.
Lead and motivated a team of 8 - 10 members to meet performance targets and deliver excellent customer service. Oversaw slot machines, ensuring they are functioning properly and troubleshooting issues. Trained team members about game and gambling rules, operational procedures and customer service. Ensured compliance with sanitation and safety regulations and maintained a safe environment for staff and customers. Managed cash flow, payouts, till operations and maintained accurate records of sales, tips, and stock purchases. Organised events and promotions and assist with social media or marketing strategies. Address customer inquiries, resolve complaints, and ensure a positive and engaging experience.
Managed new customer registrations, transfers and account activations. Resolved registration delays and discrepancies. Optimized registration processes by streamlining procedures, resolving bottlenecks, and leveraging CRM systems for accuracy and efficiency. Investigated and resolved failed or rejected registrations while coordinating with internal teams (billing, metering, sales) to rectify issues. Monitored key metrics, generated reports, and analysed data to enhance registration processes and customer experience. Supported agents with registration issues, resolved escalations, and coordinated with IT to fix system errors. Trained agents, collaborated with teams to improve security and efficiency, and advised management on policy updates.