Janice Harizi

Managed a team of call center agents and team leaders, coordinating day-to-day operations, agent development, escalations, and quality assurance on calls.

Oversaw day-to-day performance of an outsourcing call centre, ensuring service-level agreements (SLAs) are met while maintaining quality, efficiency, and compliance.

Supported the smooth running of daily call-centre activities, acting as the bridge between agents, supervisors, and other departments.

Greeted customers, answered telephone calls, handled incoming and outgoing mail, booked appointments, processed payments, and performed other general office duties.

Managed a team of 9 customer care agents, providing training, quality checks, and handling customer complaints via phone and email. Progressed from customer care representative to senior advisor and then team leader.

Booked hotel reservations for incoming tourists.

Completed a Diploma in Leadership and Management at Think Talent, achieving EQF level 5.

Completed a VTCT Diploma in Airbrush, covering airbrush make-up for theatre and special effects.

Completed a VTCT Diploma in Bridal, Fashion, Media and Theatrical Make-up.

Earned a School Leaving Certificate and O'Levels, including English Language, Mathematics, and Physics.