Vania Mamode-Humbert
Beau Bassin-Rose Hill,Plaines Wilhems District
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Hard-working Team Leader with nine years of experience in sales, technical and after-sales environments. Analyses KPIs and implements service enhancements. Engaging and motivational leader, skilled at training and coaching high-performing employees.
Dedicated Team Leader promoting quality assurance, issue resolution and interpersonal communication skills. Bilingual and proficient at troubleshooting and supervising talented teams. Seeking similar position in retail management.
Administrative leader experienced in business operations and team oversight. Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
Work History
Virtual Relationship Hub Team Leader
CSL - Mauritius Telecom
Ebene , Mauritius
2012.10 - Current
- Followed opening, closing and shift changeover procedures for seamless operations.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Fostered positive employee relationships through communication, training and coaching.
- Led shifts and motivated team to drive sales.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Upskilled team members by planning and delivering training workshops.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Supported new hires through onboarding process for speedy and successful training.
- Promoted professionalism among staff to develop productive relationships.
- Delegated tasks to make best use of individuals' skills.
- Coached team members through new or difficult workflows.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Led team of 150 to achieve KPI targets and successfully complete assigned projects.
Supervisor
Outremer Telecom
Ebene , Mauritius
2007.02 - 2012.09
- Supervised activities of workers and enforced safety regulations.
- Oversaw day-to-day activities of team, ensuring tasks were completed to high standard.
- Trained new hires and set up mentoring relationships to drive team performance.
- Dealt with customer complaints and rectified product and service issues.
- Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
- Motivated team through providing hands-on practical support to all members of staff on duty.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Worked closely with management to manage staff levels and allocate resources for production plans.
- Built customer retention and satisfaction by delivering top-quality service.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Led shifts and motivated team to drive sales.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Upskilled team members by planning and delivering training workshops.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Managed over 600 calls per day for customer service. Increase sales results from 90% to 125% over 3 months.
Telesales agent
Infinity BPO
Ebene , Mauritius
2004.11 - 2006.09
- Answered customer enquiries with excellent customer service skills.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Delivered telesales scripts clearly to engage callers with relevant service information.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Recorded customer information and interactions.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Engaged clients with sales opportunities to secure valuable transactions.
- Cold-called customers from assigned contact lists to build new business.
- Initiated contact with new customers and prospects to establish needs and progress sales process.
- Used targeted questioning techniques to determine customer needs and appropriate support.
Education
Bachelor of Science - Business Management
University of Mauritius Trust
Mauritius 2019.08 - 2024.03
Certificate of Higher Education - Accounting
Bon et Perpetuel Secours College
Mauritius 2002.01 - 2004.11
School Certificate - Accounting
Bon et Perpetuel Secours College
Mauritius 2001.01 - 2001.11
Skills
- Team supervision
- Team development strategies
- Customer relationship management
- Employee coaching and mentorship
- Employee performance reviews
- Client support
- Key Performance Indicator (KPI) management
- Process improvement
- Sales transaction management
- Cost-effective budget control
- High performance reward schemes
- Employee retention strategies
- Tableau
Languages
English
Intermediate
French
Advanced
Creole
Advanced
Affiliations
- Reading Biography
- Listenning to music
- Swimming
Accomplishments
- Certified Yellow Belt by Orange Group in 2019
- Vice-President of Abaim association
References
References available upon request.
Timeline
Bachelor of Science - Business Management
University of Mauritius Trust
2019.08 - 2024.03
Virtual Relationship Hub Team Leader
CSL - Mauritius Telecom
2012.10 - Current
Supervisor
Outremer Telecom
2007.02 - 2012.09
Telesales agent
Infinity BPO
2004.11 - 2006.09
Certificate of Higher Education - Accounting
Bon et Perpetuel Secours College
2002.01 - 2004.11
School Certificate - Accounting
Bon et Perpetuel Secours College
2001.01 - 2001.11
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