Noelli Athina Myriam M. Ossiali Elili
Ottawa
Summary
Resourceful operations leader experienced in monitoring the daily operations of the company and business executives. Adept at leading employees and encouraging maximum growth. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to impact company success positively. Encouraging manager with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Deputy Director of Operations
Werush
04.2021 - Current
- Maximize revenue and activity from VIP segments.
- Find and develop new VIPs and coordinate Sales to VIP handovers
- Ensure continuous reactivation campaigns are executed
- Working with the various departments such as KYC, Fraud & Risk, CRM, Sales, and Customer Support to identify and nurture potential new and existing VIP customers throughout their life cycle.
- Collaborated with senior leadership to develop strategic plans for organizational growth and development.
- We have implemented new technology solutions to enhance overall operational performance and increase productivity levels.
- Developed comprehensive training programs for staff, increasing job proficiency and skill development.
- Spearheaded change management initiatives, effectively communicating new procedures and expectations to all stakeholders.
- Coordinated with other department heads to establish strong interdepartmental relationships and unify approach to achieving our organization's mission and vision.
- Improved customer satisfaction ratings by proactively addressing concerns and implementing process improvements.
- We provided guidance on professional development opportunities for our junior staff, aligning with their individual career goals and organizational objectives.
- Devised risk mitigation strategies by analyzing potential threats within our organization's operating environment, ensuring business continuity during unexpected challenges or disruptions.
- Coordinate managers' relationships to ensure high-quality services while maintaining cost-effective contracts.
- Increased profitability by optimizing sales and fulfilling lower overhead costs.
- Be part of recruiting, hiring, and training of team members.
- Observed each employee's individual strengths and initiated mentoring programs to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Ensured regulatory compliance within all aspects of operations, mitigating potential risks and maintaining our strong reputation.
Account Manager
VERPAKT Management
06.2019 - 03.2021
- Responsible for cultivating and developing relationships with VIPs' through a variety of channels (chat, phone, email)
- Complete daily and weekly sales campaigns issued by the Casino VIP Management Team
- Managing a portfolio and retain customer relationship
- Collect and document customer profiles
- Identify players who have high potential and upgrade these customers when necessary
- Monitor individual player performance to ensure that bonuses, gifts, and hospitality invitations are offered to new players
- Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders
- Reach out to players proactively to reactivate dormant accounts
- Handles difficult customer interactions and situations in a calm, professional and reasonable manner
- Investigates all complaints and comments from customers
- Follows up with departments involved in resolving the matter to the players/customer's satisfaction
- Communicating with customers by chats, emails and calls (Inbound and Outbound) for French and English casinos.
CUSTOMER SUPPORT (contractor)
Surgo
02.2018 - 05.2019
- Optimization solutions proved successful in working within tight deadlines.
- Resolved problems, improved operations, and provided exceptional service.
- Participated in team projects and demonstrated to work collaboratively and effectively
- Assisting customers via chats, phones, emails, Product knowledge, and reaching all targets
- We manage customer complaints and provide alternatives and solutions to resolve them.
- Evaluated project risks and implemented mitigation strategies, ensuring successful completion of projects.
- Drove process improvements by identifying inefficiencies and recommending optimization solutions.
Customer Support Representative
Sinco Technology
01.2016 - 01.2018
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Resolved customer complaints by distinguishing, prioritizing, and reporting technical issues
- Contributed ideas and practical solutions to support process improvement efforts
- Configured and tested new software and hardware
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Exceeded performance metrics by 100%, consistently providing high-quality support to clients.
Education
Bachelor of Business Administration - Business Administration And Management
Cti Education Group
Pretoria12.2015
BTEC Higher National Diploma in Business - Business And Management
Cti Education Group
Pretoria12.2013
Skills
- Negotiation
- Talent Recruitment
- Staff Development
- Project Management
- Database Management
- Operations Management
- Organizational Leadership
- Problem-solving capabilities
- Marketing and Advertising
- Management Team Leadership
- General management and administration
- Good interpersonal and communication skills
- Computer literacy including Microsoft Word, Excel, Outlook, PowerPoint, Zendesk, Slack, Livechat, and chat bot
- Handle inbound/outbound calls/emails or chats and social media campaigns
Accomplishments
- Supervised team of 30 staff members.
- Named "Manager of the Year" in 2021.
- Resolved product issue through consumer testing.
- Created a company-wide, comprehensive training program for all sales team members.
Languages
Fluent in English both written and spoken
Upper intermediate French language
References
- General Head of VIP at Werush, Sarah Kiama Umba, +27 79 971 6177, sarah-kiama.umba@werush.co
- Deputy Head of VIP Team, Tasnim Govender, +27670441759, tasnim.govender@werush.co
- Team Leader (Verparkt Departement), Frederic Bayiha, +27 83 588 3522
- Supervisor, Rebecca. N., 068107 4155, Surgo
- Team Leader, Ivan Touka, +27 73 943 9277, Sincotech
Hobbies and Interests
- Listening to music
- Reading
Timeline
Deputy Director of Operations
Werush
04.2021 - Current
Account Manager
VERPAKT Management
06.2019 - 03.2021
CUSTOMER SUPPORT (contractor)
Surgo
02.2018 - 05.2019
Customer Support Representative
Sinco Technology
01.2016 - 01.2018
Bachelor of Business Administration - Business Administration And Management
Cti Education Group
BTEC Higher National Diploma in Business - Business And Management
Cti Education Group
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