Michelle Beckford

Experience

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  FedEx

  Feb 2005 - Jun 2006

  Customer Service Representative

  • Scheduling of package pick-ups and delivery• Providing accounting information• Assisting customers with the relevant customs forms needed for importing and exporting.

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  E-Services Group Intl.

  Sept 2006 - Mar 2008

  Customer Service Representative

  • Provided dental information to customers.• Providing information on Dental claims.

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  Eservices International Group

  Mar 2008 - May 2009

  Teamlead

  1. Supervised and evaluate staff comprising of 30 agents.2. Live Monitoring of Staff.3. Submit Weekly reports to Account Supervisor.4. Provide Motivation and encouragement to team members to help them better able to perform and create satisfactory results to achieve the goals of the company. Boost employees morale5. Deliver Daily feedbacks and coaching to team members on, Trends in quality, Analysis of previous days CMS statistics, Attendance, Daily aux ,Handle time – time spent on calls and Billable efficiency.6. Enforce Company policies.7. Live Monitoring of CSPs8. Deliver feedback/suggestions to the Account Manager based on daily/performance trends9. Payroll discrepancies.10. Taking Escalated Calls when needed Show less

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  ACS, A Xerox Company (LIME call centre)

  May 2009 - May 2011

  Senior Customer Care Agent

  • Demonstrating an excellent working knowledge of the wide range Products & Services along with equipments available to customers• Delivering high standards of service including advising on product selection and dealing with Inquiries.• Provide Billing information • Taking Escalated calls

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  LIME

  Jan 2011 - Jan 2012

  Trainer (Part Time)

  >Conduct training sessions with Customer Care staff on New and exsisting Products and Services>Revising and Updating Training manuals>Updating of the Company’s knowledge base website>Proof reading of contact center agents response to online customers>Observe and Evaluate performance of call center agents>Analyze and report on call center agents' performance>Generate weekly and monthly reports on agent and center performance

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  Xerox

  May 2011 - Jun 2013

  Trainer/Quality Analyst

  • Facilitate new hire training using the provided curriculum to newly hired customer service representatives.• Facilitate continuing education classes to existing CSR’s for new products, services, customer service skills and market launches.• Provide performance feedback to class participants in the classroom.• Create and maintain a conducive adult learning environment for all participants, new hire or continuing education.• Live monitor of trainees.• Create and maintain strategic partnerships with floor operations and Instructional Design partners. You will also have to communicate with various departments within the call center and nationally; including resource planning, human resources, quality and the help desk.• Participate in company wide projects/assignments, which include working on curriculum updates/revisions.• Weekly Auditing of both tenured and new agents. Show less

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  Guardsman Group Ltd

  Dec 2014 - Nov 2017

  Dispatcher
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  Beryllium Limited

  Nov 2017 - Dec 2022

  Team Lead-Atm/Dispatch and Customer Service
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  Overpass

  Jan 2023 - Nov 2023

  Independent Sales Contractor
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  Go Solar Recruiter

  May 2023 - Oct 2023

  Human Resources Recruiter