Lauren Onkers

Nine years of customer service expertise in the telecommunications sector. As a former agent supervisor, I have advanced my career by shifting to more significant training and quality assurance responsibilities within the company. A dedicated individual who believes that perseverance, hard work, honesty, and innovation are some of the most crucial traits in a professional setting.

I have three years of experience working in the telecoms industry as a customer support representative and performing data collection and verification tasks. I subsequently transitioned into reception and administration, where my duties ranged from hiring and onboarding new employees to collecting new staff member information, creating rosters, collecting timesheets, and collecting agent correspondence. I could assist with any other unforeseen needs as well, if needed. I could help with any other unforeseen needs as well, if needed. 

I then took on the role of agent supervisor, some of my primary duties included, but weren't limited to, managing contact agents, answering client questions, managing escalations, assigning clients to contact center agents, and performing quality evaluations. Recruiting new employees is another duty.

In November 2021, I expanded into training, and I have been fulfilling the role as a trainer at Customer Care Solutions since. Within my role, I am responsible for training new staff members to perform in the role of a contact center operator. I am also responsible for conducting individual coaching sessions as well as group refreshers.I am also in responsible for hiring new employees.

• Belgravia High School - Matric 2013