Khaya Rae James
Team Leader
Tuba
Summary
Captioning team lead. The main job is to help captioning agent develop the skill of transcribing telephone conversations so the customer with hearing loss can read what their caller is saying. In other words, captioning agents and captioning team leads try to help hard-of-hearing people communicate better by captioning/dictating what the other person on the line is telling them. CAs and CTLs make sure to stay as verbatim as possible to avoid any miscommunication and argument between the parties involved which is why active listening and attention to details are very important. Also as a team lead, making sure that the client's goals and targets are being met all the time while having a harmonious work environment.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Captioning Agent/ Team Lead
Teleperformance
Baguio City
03.2019 - Current
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved customer inquiries and complaints quickly.
- Manages to reach at least 90% accuracy per team monthly.
- Excellent communication skills.
- Confident and skillful when negotiating.
- Resolves internal issues quickly to get back to organizational goal.
- Detail oriented.
- Good active listening.
- In-depth knowledge of performance metrics.
- Handles all types of personalities and made use of it to achieve one common goal.
- Motivator to each teammate.
- Lead as a good example.
Education
Bachelor of Science - Management Accounting And Forensic Accounting
University of The Cordilleras
Baguio City, Benguet 05.2016 - 05.2016
Skills
Closed captioning
undefinedCertification
Civil Service Career Eligibility
Timeline
Captioning Agent/ Team Lead
Teleperformance
03.2019 - Current
Civil Service Career Eligibility
08-2017
Bachelor of Science - Management Accounting And Forensic Accounting
University of The Cordilleras
05.2016 - 05.2016
Test of English for International Communication (TOEIC)
04-2016
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