Edward Blessing Nakula
Warsaw
Summary
Experienced team manager with a proven track record in customer service, marketing, and computer industries. Skilled in identifying and resolving urgent issues, drawing up strategic plans, and implementing plans and strategies. Proficient in motivating and managing teams to achieve desired outcomes Experienced and reliable Team Manager with a successful history of leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
16
16
years of professional experience
Work History
Team Manager
Foundever
09.2021 - Current
- Primary responsibility is to oversee the daily activities of the team of customer service representatives, ensuring that they meet or exceed performance targets and customer satisfaction goals Specifically, my duties included:
- Leading a team of 15 to 20 customer service representatives, providing ongoing coaching, training, and feedback to improve their performance and ensure they meet or exceed productivity, quality, and customer satisfaction targets
- Developing and implementing team goals and objectives aligned with the client's business objectives, and ensuring that team members understood their individual roles in achieving these goals
- Conducting regular performance evaluations and one-on-one meetings with team members to review their progress, identify areas for improvement, and provide feedback on their performance
- Monitoring and analyzing team performance metrics, including customer satisfaction scores, call quality, average handling time, and other key performance indicators, to identify trends and areas for improvement
- Collaborating with other teams, such as training, quality, and workforce management, to ensure the team was adequately trained, equipped, and staffed to meet clients' needs.
- Established and maintained performance, quality, and service standards for professional customer care
Senior agent ,Trust and Safety Specialist
Foundever
01.2021 - 09.2021
Customer
Service Professional
08.2019 - 09.2021
Customer Success Specialist
Foundever
07.2015 - 09.2018
- Running active marketing campaigns for the business, Identifying as well as resolving urgent issues
- Drawing up strategic plans for the business and Implementing plans & strategies regarding sales, events, offers & discounts also analyzing sales figures and forecasting future sales
- Responsible for purchasing and receiving imported goods, Motivating as well as managing employees to boost sales
Operations Manager
Villa Rossa
01.2008 - 09.2018
- Villa Rossa is a family business
- Identifying as well as resolving urgent issues
- Drawing up strategic plans for the business
- Implementing plans & strategies regarding sales, events, offers & discounts etc
- Analyzing sales figures and forecasting future sales
- Responsible for purchasing and receiving imported goods
- Motivating as well as managing employees to boost sales
Education
Bachelor of Arts - Philology , English Philology, business translation
Vistula University
PolandNo Degree - Polish Studies
LAZARSKI UNIVERSITY
PolandInformation Technology (networking, IT
NIIT
ZimbabweSkills
- Employee Coaching and Mentoring
- Strategic Goals
- Team Management Understanding
- Performance Tracking and Evaluations
- Negotiation and Conflict Resolution
- KPI Monitoring
- Key Performance Indicators (KPIs)
Timeline
Team Manager
Foundever
09.2021 - Current
Senior agent ,Trust and Safety Specialist
Foundever
01.2021 - 09.2021
Customer
Service Professional
08.2019 - 09.2021
Customer Success Specialist
Foundever
07.2015 - 09.2018
Operations Manager
Villa Rossa
01.2008 - 09.2018
Bachelor of Arts - Philology , English Philology, business translation
Vistula University
No Degree - Polish Studies
LAZARSKI UNIVERSITY
Information Technology (networking, IT
NIIT
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