Timarni Barnett

Supervised 5 operations supervisors to ensure performance met SLAs and KPIs through daily operational oversight. Managed schedules for forecast coverage, processed payroll, tracked attendance, monitored AHT/accuracy and quality, and conducted coaching, weekly meetings, and compliance audits using reporting tools.

Managed a team of 5 operations supervisors, ensuring daily delivery against SLAs and KPIs. Created schedules to support call-volume forecasts and minimize shrinkage/overtime, verified payroll, tracked attendance, and used dashboards to identify underperformance trends and drive corrective actions.

Monitored and developed Coventry executive and dispatch teams by coaching to performance and metric goals and acting as first escalation for procedural issues. Partnered with workforce management on fluid schedules, conducted weekly performance check-ins, analyzed team trends, and implemented coaching, policy/procedure improvements, and corrective actions.

Provided real-time chat technical support for Apple devices, resolving iOS/macOS, setup, app performance, iCloud syncing, and Apple ID access issues. Maintained 85%+ CSAT by handling 50+ chats per shift, using internal tools/knowledge bases, and following data privacy and security protocols while escalating complex cases.

Led agents to deliver consistent customer service by coaching staff, serving as first escalation for procedural issues, and ensuring team performance met metric goals. Managed scheduling support with workforce planning inputs, performed qualitative and quantitative call monitoring, and produced development and disciplinary reports.

Dispatched taxi operations by addressing driver queries, handling emergencies, and providing directions when GPS accuracy was poor. Prioritized wheelchair-accessible calls, resolved disputes between customers and drivers, and handled lost-item report closures and tablet troubleshooting.

Managed accounts and handled lost-and-found, double-charge, overcharge, and complaint queries. Accepted prepaid bookings by credit/debit card and supported dispatch workflows for multiple fleets, including specialized wheelchair-accessible service orders.

Coordinated customer transportation by booking cab rides, updating customers on cab details, and canceling bookings when needed. Transferred customers to the appropriate extensions and applied empathy to resolve customer concerns.

Provided customer support by explaining promotion terms and conditions, assisting with product creation, and updating customers on order status. Processed orders, cancellations, and refunds while helping customers navigate the website.

Created and maintained trainee and applicant databases, filing documents and ensuring accuracy checks for bank account numbers. Scanned, photocopied, and printed documents while handling calls, interview lists, visitation registers, and payment processing for trainees and interns.

Completed Document Imaging & Digitization Level 1 training at HEART Trust NTA in 2018.

Completed BPO Training Course Level 1 at HEART Trust NTA in 2017.

Earned a Level 4 Diploma in Business Management (Association of Business Executives) in 2017. Completed coursework including Introduction to Accounting, Quantitative Methods, Business, and Business Communication.

Completed CXC (2016) coursework in Mathematics, English A, Social Studies, Geography, and Biology.