1. CARLOTTA WICKHAM-O'REILLY
H: 646-478-7267 | carlottawickham@gmail.com
Summary
I am dedicated, goaloriented and efficient in time management, project management and
people management. I have great interpersonalskills and am a strongadvocate in
accentuating the positives. I stick to deadlines and ensure the successfulcompletion of every
task I am assigned. I have over 10 years of experience in Customer Service which has set me
apart in the industry, mastering skills necessaryto propelthe organization for which I have
worked yieldingmaximum output and customer satisfaction. I am a fast learner and am
always willing to learn new things. I willbe an asset to anyorganization.
Highlights
Speech and Diction Training;English Deadline-oriented
98% (95% written, 100% Microsoft Office software proficiency
comprehension,and 98% spoken) (Word, Excel, PowerPoint, Access)
Team Management Sales Specialist
Meticulous attention to detail Business Process Outsourcing
Persuasive (BPO)
Skilled multi-tasker Customer Service Specialist
Focused on customer satisfaction Typing (50 WPM 95% accuracy)
Experience
Insurance Sales Rep Jan 2015 to Nov 2015
Guyana & Trinidad Mutual Life Insurance Company － Georgetown,Guyana
Operations Shift Manager Jun 2012to May 2015
Qualfon Guyana Inc. －Guyana
Successfully managed the activities of 160 team members
Recruited, managed and mentored an average of 80 new customer service
representatives per year.
Monitored the daily activities of 8customer support teams.
Developed,implemented and monitored programs to maximize customer satisfaction
and manage on-site customer service representatives.
Owned team productivity metrics.
Improved service qualityand increased productivityby developinga strong knowledge
of company's products and services.
Interviewed new quality customer service representatives.
Provided detailed quarterly departmentalreports and updates to senior management.
Addressed negative team behavior immediately.
Provided a high level of product and leadership support to representatives and clients.
Routinely prepared and evaluated CRM reports to identify problems and areas for
improvement.
Effectively communicated with team members to maintain clearly defined
expectations.
Resolved team questions, issues and complaints.
Developed and implemented policies, procedures and process improvement initiatives
to improve retention rates and increase customer satisfaction.
Developed rapport with the team base byhandling difficult issues with
professionalism.
Generated and distributed daily reports and order acknowledgments to appropriate
personnel.

2. Specialty Trainer/ CC101 Trainer Feb 2010to May 2012
Qualfon Guyana Inc. －Guyana
Trained Customer Service Reps for SpecialSkillDepartments
Developed and Implemented Troubleshooting Techniques
Created Training Manuals based on TroubleshootingTechniques
Mentored New Hire Trainers
Hosted Quality Controland Training Conference Calls with the Clients and Trainingand
Quality Assurance staff
Hosted Train the Trainer Workshops
Trained Call Center 101 to middle management staff(Supervisors, QualityAnalysts,
Trainers, Shift Managers)
Trained the FISH Philosophy
New Hire Trainer Apr 2009 to Jan 2010
Qualfon Guyana Inc. －Guyana
Trained, managed and mentored an average of250 new customer service
representatives per year.
Interviewed and trained new quality customer service representatives.
Trained the fundamentals of Customer Service
Trained Product Knowledge to new reps
Created trainingmanuals targeted at resolving even the most difficult customer
issues.
Monitored the daily activities of 25new customer support reps.
Developed,implemented and monitored programs to maximize customer
satisfaction.
Customer Service Supervisor Oct 2006 to Mar 2009
Qualfon Guyana Inc. － Guyana
Successfully managed the activities of 20 team members
Developed rapport with the customer base byhandling difficult issues with
professionalism.
Created trainingmanuals targeted at resolving even the most difficult customer
issues.
Developed,implemented and monitored programs to maximize customer satisfaction
and manage on-site customer service representatives.
Owned team productivity metrics.
Improved service qualityand increased productivityby developinga strong knowledge
of company's products and services.
Addressed negative customer feedbackimmediately.
Provided a high level of product and leadership support to representatives and clients.
Effectively communicated with team members to maintain clearly defined
expectations.
Monitored and evaluated team performance to achieve desired qualitycontrol.
Customer Service Rep Dec 2005 to Sep 2006
Qualfon Guyana Inc. －Guyana
Provided a high levelof customer service to the customers
Resolved customer questions, issues and complaints.
Administrative Assistant Jan 2005 to Dec 2005
Future Homes Realty －Georgetown Guyana
Manage the office
Schedule house showings
Log new listings
Telemarketer Jun 2004to Dec 2004
Atlantic Tele Center － Guyana

3. Education
Call Center Management
Qualfon University
Call Center Manager TrainingCertification
CC101
Middle Management
Associate of Science, Business Administration
Caribbean Union College
Honors Academic Achievement Award
High School Diploma 2001
St Rose's High －Georgetown,Guyana
Accomplishments
Played an instrumentalrole in increasing customer satisfaction ratings index from88% to 95%
within 1year as Customer Service Manager.
Reduced staff turnover by 2% in one year by implementing severalwell-received team and
morale-building programs.
Speech and Diction Training
Sales Training
Business Process Outsourcing (BPO)
Customer Service
Commitment to Quality
Train the Trainer Workshop
Andragogy (Adult Learning Theory)
Supervisor Up-Training
Qualfon Values
Leadership and Development
Call Center 101/ FISH Philosophy
Call Center 101/ FISH PhilosophyCertification for Trainers
Middle Management Training
Certifications
Microsoft Office Suite (Word, Excel. Outlook, PowerPoint, Access)
Certificate in Human Resource Management (Cambridge University)
Certificate in Marketing(Cambridge University)
Caribbean Examination Council(8 Subjects)
Caribbean Advance Proficiency Exam (Caribbean Law)
UP Trainings
Youth Leadership (Guyana Conference of Seventh DayAdventist)
Youth Psycho socialSupport (UNICEF)
FATE Peer Counseling (Guyana Responsible Parenthood Association)
Speech and Diction Training
Sales Training
Business Process Outsourcing (BPO)
Customer Service
Commitment to Quality
Train the Trainer Workshop
Andragogy (Adult Learning Theory)
Supervisor Up-Training
Leadership and Development
Call Center 101/ FISH Philosophy

4. Call Center 101/ FISH PhilosophyCertification for Trainers
Middle Management
Skills
Active Learning, Calendaring, Client Relations, Computer Proficiency, Coordination,
Creative Problem Solving, CriticalThinking, Customer Needs Assessment, Customer Service,
Data Collection,Data Entry, Documentation,Email, Executive Management Support, Filing,
Grammar, Internet Research, Report Transcription, Research, Scheduling, Speaking,
Spreadsheets,Telephone Skills, Time Management, Vendor Management, Writing, Letters
and Memos, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft
PowerPoint, Microsoft Word, Minute Taking, Multi-Task Management, OrganizationalSkills,
Prioritization, Proofreading, ReadingComprehension, English,Carefuland active listener
Multi-tasking