RS

Open to opportunities

Rivona Samuel

@rivonasamuel

I improve customer operations, lead teams, and deliver accurate, high-quality service.

What I'm looking for

I'm looking for an operations or customer service leadership role where I can improve workflows, develop teams, maintain service quality, and help a fast-paced organization meet business targets.

I've improved operations and customer service at TLS Contact Processing Services Ltd, where I introduced optimized workflows, developed standard operating procedures, and maintained 100% document tracking accuracy.

As an Operations Supervisor, I trained and motivated a team of 20+ staff, negotiated cost-effective vendor contracts, and redesigned processes to improve turnaround time, communication, and customer satisfaction.

My background also includes high-volume customer support, visa application processing, market research, and French teaching. I bring over 10 years of experience across operations, customer service, team leadership, bilingual communication, and process improvement.

Experience

Work history, roles, and key accomplishments

TL

Operations Supervisor

TLS Contact Processing Services Ltd

Oct 2021 - Dec 2024 (3 years 2 months)

Improved operational efficiency and reduced labor costs by introducing optimized workflows. Trained and motivated a team of 20+ staff, achieving consistent performance targets.

Operations Management Team Leadership Training Process Improvement vendor negotiation Document Management Customer Satisfaction Standard Operating Procedures

TL

Operations Agent

TLS Contact Processing Services Ltd

May 2015 - Oct 2021 (6 years 5 months)

Attended to 70+ applicants daily with 100% accuracy following standard procedures. Collected and analyzed customer feedback to improve satisfaction.

Customer Service Data Collection Bilingual Support Process Improvement Documentation

MG

Call Center Agent

MTN Care (GVA)

Nov 2013 - Dec 2014 (1 year 1 month)

Handled a high volume of calls daily, ensuring first-call issue resolution. Provided accurate information on products and services.

Customer Service Call Handling Issue Resolution Product Knowledge

CC

Research Interviewer

Communication Marketing & Research Group (CMRG)

Mar 2011 - Nov 2013 (2 years 8 months)

Conducted structured interviews and surveys for market research projects. Recorded and analyzed customer data for consumer behavior insights.

Market Research Interviewing Data Collection Data Analysis Survey Design

SS

French Teacher

Silverlyn Nursery & Primary School

Nov 2008 - Oct 2009 (11 months)

Taught French language and developed engaging lesson plans. Integrated technology into teaching for better student participation.

Teaching French Lesson Planning Technology Integration Student Engagement

Education

Degrees, certifications, and relevant coursework

AF

Alliance Française

Diplôme Français Professionnel, French

Diplôme Français Professionnel (B1) from Alliance Française.

LI

Lawcomleo Computer Institute

Diploma, Desktop Publishing

Diploma in Desktop Publishing from Lawcomleo Computer Institute.

DU

Delta State University

Bachelor of Arts, French Education

Bachelor of Arts in Education with a focus on French.

SS

State High School

NECO Certificate, General Studies

NECO Certificate from State High School.

Tech stack

Software and tools used professionally

Microsoft Teams

Jira Service Desk

Google Workspace

Microsoft Office 365

Microsoft Excel

Zoom

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