Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kheshrine Balram

Georgetown

Summary

With a proven track record at Guyana Telephone and Telegraph Company, I excel in team management and customer engagement, significantly enhancing client communication and resolution efficiency. My expertise in Mobile Financial systems and adeptness in escalation handling have driven substantial improvements in customer service delivery.

Additionally, Seasoned professional with extensive experience in customer support management, known for driving impactful solutions and fostering team cohesion. Possesses strong focus on achieving measurable results and maintaining high standards. Recognized for adaptability and reliability in dynamic environments, with key skills in conflict resolution and leadership.

Overview

15
15
years of professional experience

Work History

Import Clerk

Panday’s Inc
08.2009 - 07.2010
  • Coordinate with Ravina's branch stores to collect stock inventory reports.
  • Maintain comprehensive records of available stock in the stores.
  • ·Prepare projections to determine which items need to be ordered.
  • Communicate with international suppliers, particularly in China, to request quotations and product samples.
  • Test supplier samples to ensure functionality and quality standards are met.
  • Collaborate with the Import Manager to set pricing for in-store items.

Temporary Service Representative

Guyana Telephone and Telegraph Company (GTT)
02.2011 - 09.2012
  • Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved accounting, service and delivery concerns.
  • Provide operator services, including telephone numbers upon customer request.
  • Assist with international dialing and related services.
  • Facilitate international calls for local customers.
  • Address and resolve customer issues related to incorrect billing.
  • Troubleshoot internet connectivity issues, particularly DSL services.
  • Provide customers with details of amounts owed on their bills.
  • Resolve discrepancies in customer accounts and prepare necessary adjustments.
  • Address cellular service issues, such as inability to access data, make or receive calls, or disputes over call charges.
  • Receive and log fault reports related to landline and internet services.

Trainee Technician

Guyana Telephone and Telegraph Company (GTT)
10.2012 - 12.2013
  • Exhibited excellent problem-solving abilities by applying critical thinking and analytical skills to troubleshoot complex technical issues, resulting in successful resolution.
  • Boosted overall productivity by mastering the use of specialized software programs for diagnostics and data analysis.
  • Handle calls related to DSL internet issues, troubleshoot, and resolve problems such as slow browsing or no connectivity
  • Follow up with customers to ensure their internet service is functioning properly.
  • Address and resolve pending trouble tickets in the queue, including complaints received through the call center.

Service Representative II

Guyana Telephone and Telegraph Company (GTT)
01.2014 - 12.2018
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.
  • Accepted payments and updated accounts with latest information.
  • Provided information about company products and services, and capitalized on upsell opportunities.
  • Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
  • Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
  • Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels.
  • Delivered outstanding support, assisting customers in navigating complex product offerings and services.
  • Responded to customer requests for products, services, and company information.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Identified and resolved discrepancies and errors in customer accounts.

Retail Supervisor

Guyana Telephone and Telegraph Company (GTT)
01.2019 - 03.2020
  • Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
  • Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
  • Resolved conflicts among staff members professionally and fairly, maintaining a cohesive team dynamic.
  • Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.
  • Coordinated merchandising displays, signage and sales enablement.
  • Supported inventory management tasks including ordering stock items and conducting physical inventory counts ensuring proper stock levels.
  • Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
  • Scheduled workers and delegated assignments to effectively meet expected customer and business demands.
  • Evaluated employee performance regularly to provide constructive feedback for continuous improvement.
  • Monitored cashiers' work and balanced registers to maintain strong financial controls.
  • Collaborated with management to develop sales goals and strategies that aligned with company objectives.
  • Streamlined operations by implementing efficient processes and time-saving strategies in daily tasks.
  • Reduced employee turnover rate by fostering a positive work environment with open communication channels.
  • Created timely and accurate inventory, cash and production reports for senior managers.
  • Optimized staff allocation during high-demand periods, ensuring smooth customer flow and minimal wait times.
  • Facilitated team meetings to discuss sales targets, share feedback, and develop cohesive strategies for achieving goals.
  • Fostered culture of continuous improvement, encouraging staff to suggest operational enhancements.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Trained newly hired sales team in upselling techniques.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.

Customer Support Lead

Mobile Money Guyana Inc. (MMG)
04.2020 - 02.2024
  • Managed a team of support professionals, fostering teamwork and setting performance goals.
  • Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
  • Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.
  • Oversee and lead the Customer Support team and ensure that all customer issues are resolved in a timely manner.
  • Maintain contact with customers to resolve any complaints and ensure all queries are resolved. (Registrations, Bank transfer deposits, Transaction Reversals, Payment related issues.
  • Proactively work Management and frontline staff to respond to customer service issues such as reset, scamming communication and other customer impacting issues.
  • Communicate any changes to MMG’s Customer support process to all support groups-Call Center, live chat and Retail.
  • Examine the root cause of customer issues and work with the wider MMG team (Accounting, Technical and Partner Support) to implement permanent Solutions.
  • Support Manager in the development of campaigns to reduce customer issues.
  • Designed training materials to improve the skills and knowledge of the support team, enhancing overall productivity.
  • Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
  • Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Education

BBA - Business Administration

Texila American University

Certificate - Project Management For Executives

ABMA Education
Berkshire
04-2023

Associate of Science - Marketing

University of Guyana
10-2016

Skills

  • Team management
  • Ticket management
  • Customer service
  • Customer engagement
  • Escalation handling
  • Client communication
  • Mobile Financial System expertise

Accomplishments

  • System Migration- Mobile Money Guyana May 2020- December 2020

    • Played a key role in the MMG team's transition from the Mobiquity platform to the new Mobile Financial Services (MFS). Coordinated updates for 15,000 MMG subscriber accounts with valid IDs and proof of address. Additionally, participated in pre-launch testing to ensure functionality and optimize customer experience.

  • MMG store in store Initiative – Mobile Money Guyana May 2022- November 2022

    • Led the implementation of the MMG Store-in-Store initiative at GTT retail locations, establishing dedicated payment and query sections. Responsibilities included hiring staff, organizing system setup, training personnel, and streamlining customer support processes. This initiative significantly boosted subscriber growth to over 30,000 in 2022 and doubled in 2023 while surpassing bill payment targets for GTT, GPL, and GWI.

  • Transitioned all calls from MMG Customer Support and Partner Support to GTT Call Center. May 2023- October 2023

    • Streamlined MMG customer support by transitioning incoming calls to the call center, ensuring sufficient staff, no missed calls, and first-call resolution. Developed Standard Operation Procedures (SOPs) to standardize issue resolution, participated in pre- and post-launch testing, and monitored calls to ensure compliance with processes.

  • Service Now Ticketing Solutions MMG - November 2023 – February 2024

    • Collaborated with developers to enhance the ServiceNow ticketing system for MMG, introducing visual tools like pie charts to track breached tickets, team assignments, resolution status, and timeframes. This improved efficiency and performance monitoring.

Timeline

Customer Support Lead

Mobile Money Guyana Inc. (MMG)
04.2020 - 02.2024

Retail Supervisor

Guyana Telephone and Telegraph Company (GTT)
01.2019 - 03.2020

Service Representative II

Guyana Telephone and Telegraph Company (GTT)
01.2014 - 12.2018

Trainee Technician

Guyana Telephone and Telegraph Company (GTT)
10.2012 - 12.2013

Temporary Service Representative

Guyana Telephone and Telegraph Company (GTT)
02.2011 - 09.2012

Import Clerk

Panday’s Inc
08.2009 - 07.2010

BBA - Business Administration

Texila American University

Certificate - Project Management For Executives

ABMA Education

Associate of Science - Marketing

University of Guyana

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Kheshrine Balram