Clinton Marshall

Experience

• 

  CGMs' Computers And Electronics Ltd

  Jun 2005 - now

  Chief Executive Officer
• 

  DirecOne International Call Center

  Nov 2012 - Oct 2015

  • Participates in design of call monitoring formats and quality standards.• Performs call monitoring and provides trend data to site management team.• Uses quality monitoring data management system to compile and track performance at team and individual level.• Monitors email customer contacts.• Participates in customer and client listening programs to identify customer needs and expectations.• Provides actionable data to various internal support groups as needed.• Coordinates and facilitates call calibration sessions for call center staff.• Provides feedback to call center team leaders and managers.• Prepares and analyzes internal and external quality reports for management staff review. Show less

  • Quality Assurance Specialist

    Aug 2014 - Oct 2015

  • Agent

    Nov 2012 - Aug 2014
• 

  IQor

  Sept 2015 - Aug 2021

  • Determining and assessing an organization’s training and employee development needs• Creating training materials and programs to address specific business objectives• Writing reports, keeping records and managing training budgets• Working with employees, the human resources teams and management to ensure the achievement of training objectives• Monitoring and assessing the effectiveness and success of training programs• Keeping up-to-date on the latest training trends, developments and best practices• Identifying and implementing a wide range of training techniques to improve efficiency and returns on investment• Managing employee enrolment for training, schedule training sessions and organizing the resources to facilitate training programs Show less • Quality compliance duties, responsibilities and obligations of the organization including direction, strategic development, performance and maintenance• Quality compliance to include legal/statutory, professional duties, responsibilities and obligations relating to insert as applicable financial, health and safety, ISO etc• Achieve complete quality compliance management systems in accordance with organization plans and adherence to legislation and agreed regulatory bodies’ processes and procedures• Performing all quality compliance duties in relation to insert as applicable e.g. ISO certification• Use of the quality compliance budget• Meet your targets and those of the team as a whole• Smooth running of the team• Contribute to training and development of the team Show less • Assist in the formulation of targets for individuals and teams• Hire and onboard new employees• Answer questions from staff and provide guidance and feedback• Anticipate escalation and take over calls when needed• Devise ways to optimize procedures and keep staff motivated• Measure performance with key metrics such as call abandonment, calls waiting etc.• Ensure adherence to policies for attendance, established procedures etc.• Keep management informed on issues and problems• Prepare monthly/annual results and performance reports Show less

  • Training And Quality Manager

    Aug 2019 - Aug 2021

  • Quality And Compliance Manager

    Apr 2019 - Aug 2019

  • Supervisor Quality Assurance

    Mar 2017 - Apr 2019

  • Team Lead

    Nov 2016 - Mar 2017

  • Quality Analyst

    Apr 2016 - Nov 2016

  • Junior Agent

    Sept 2015 - Apr 2016
• 

  ClubiOniQTT

  Nov 2018 - now

  Founder And CEO
• 

  Call Center Pros

  Nov 2021 - Aug 2022

  • Overseeing inventory needs and undertaking office management and administration,• Coming up with effective strategies to enhance the organization's financial health.• Recruiting quality employees to provide high-quality customer support.• Motivating and supervising employees.• Evaluate the performance of your assigned employees.• Delivering positive and/or negative feedback, and addressing any shortcomings.• Developing and carrying out departmental policies, procedures, goals, and objectives• Evaluating and reporting on department metrics to upper management• Creating strategies to improve department metrics and performance, as well as improving your department's and the organization's overall work environment and operations. Show less Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresContinuously update the inventory log of items received and in use.Provide relevant data to the CEO on our weekly business review. Show less

  • Operations Supervisor

    Nov 2021 - Aug 2022

  • Information Technology Help Desk Support

    Nov 2021 - Aug 2022
• 

  YTEPP Limited

  Jul 2023 - now

  Help Desk Administrator

  Essential Functions and Duties:• Adding and removing learners from the platform as required both bulk and individual.• Extracting learner data from programmes and sending customized email communications to learners.• Producing various reports from the Analytics on the e-Learning platform as required.• Providing technical support to users of the e-learning platform via the Helpdesk Assistants.• Ensuring that the platform is running smoothly and that users can access it without any issues.• Providing training to the Helpdesk Team on how to use the platform.• Assists with the organization and implementation of virtual Orientations, Office Hours and Meet and Greet Webinars.• Troubleshooting any issues that arise and coordinating with internal IT staff and/or Coursera Helpdesk to resolve technical issues that cannot be solved by standard troubleshooting procedures• Responding to questions about technical issues related to accessing the platform Show less