Othieno Eugene
Gros - Islet
Summary
Personable Customer Service Program Manager with a background of effective leadership and excellent customer service skills. Facilitate effective departmental communication and coordination to drive productivity and customer satisfaction ratings.
Overview
18
18
years of professional experience
Work History
Program Manager
Go Answer
10.2022 - Current
- Managing risks and issues and taking corrective measurements
- Planning the overall program and monitoring the progress
- Managing and utilizing resources
- Managing stakeholders' communication;
- Setting up tools and standards for managing the program
- Planning, tracking and reporting on outputs and outcomes;
- Information and logistics management
- Financial planning and tracking
- Risk and issue Tracking
- Analyzing key performance indicators and environmental factors to determine the best ways to drive performance across all areas
- Designing policies which ensure an efficient management of performance in an organization and to define and act upon the core values
- Clearly defining the work expectations and communicating to everyone for ensuring success to suggesting corrective actions for non-achievement of performance
- Establishing a shared belief amongst employees regarding the importance of continuous improvement in performance
Sales Supervisor/Operations Manager (Hilton)
ITELBPO
03.2020 - 09.2022
- Interpreted management directives to define and document administrative staff processes
- Supervised and guided new employees and responded quickly to questions, which improved understanding of job responsibilities
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
Sales and Customer Service Agent/Manager
SANDALS RESORTS INTERNATIONAL
05.2016 - 12.2019
- Achieved or exceeded financial goals on a regular basis by controlling expenses, optimizing schedules and regulating inventory usage
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Cross-trained existing employees to maximize team agility and performance
- Maximized performance by monitoring daily activities and mentoring team members
- Propelled continuous improvements and strategically capitalized on current market trends
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Onboarded new employees, including training, mentoring and new hire documentation
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
- Applied customer feedback to develop process improvements and support long-term business needs
Sales Representative/Supervisor
COLUMBIAN EMERALDS INTERNATIONAL
05.2007 - 05.2016
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements
- Helped resolve client problems quickly with superior customer service
- Trained and mentored new sales representatives
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction
- Created strategies to develop and expand sales of services to existing customers which resulted in significant increase in annual revenue
- Leveraged proven sales methods to increase revenue and surpass sales objectives
- Increased revenue and achieved sales goals for the product line
- Drove team revenue totals by bringing in over $300,000 in sales annually
- Generated and followed up on lead lists resulting from specific marketing campaigns
- Identified client needs, built relationships and overcame objections to drive sales
- Build strong rapport with clients by understanding needs and clearly explaining products
- Tailored sales approaches and techniques to specific clients needs to increase marketing effectiveness
Education
Associate of Arts - Business Studies
Sir Arthur Lewis Community College
07.2002
High School Diploma -
St. Mary's College
06.1999
Skills
- Adaptable
- Microsoft Office Suite
- Mentoring
- MS Office Applications
Accomplishments
- Received the Award for Mathematics when graduating secondary (high) school., 06/1999
- Exceeded sales targets given by Columbian Emeralds for 15 consecutive months by 150%. Generated over US $500,000., 01/2012 to 03/2013
- As the Sales Manager at Sandals Resorts International, my team exceeded sales targets for 11 consecutive months by 160%., 11/2017 to 10/2018
Timeline
Program Manager
Go Answer
10.2022 - Current
Sales Supervisor/Operations Manager (Hilton)
ITELBPO
03.2020 - 09.2022
Sales and Customer Service Agent/Manager
SANDALS RESORTS INTERNATIONAL
05.2016 - 12.2019
Sales Representative/Supervisor
COLUMBIAN EMERALDS INTERNATIONAL
05.2007 - 05.2016
High School Diploma -
St. Mary's College
Associate of Arts - Business Studies
Sir Arthur Lewis Community College
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