I’m a scheduling and coordination professional with hands-on experience in call center operations and customer service. At Telikom Limited, I supported daily operations, optimized processes, and helped drive high levels of customer satisfaction. I enjoy mentoring teams, tracking KPIs, and identifying opportunities to improve efficiency and service quality. I thrive in fast-paced environments, excel at coordinating multiple tasks, and enjoy turning data and feedback into actionable improvements that boost performance and morale.…

Everlyn Kume

I’m a scheduling and coordination professional with hands-on experience in call center operations and customer service. At Telikom Limited, I supported daily operations, optimized processes, and helped drive high levels of customer satisfaction. I enjoy mentoring teams, tracking KPIs, and identifying opportunities to improve efficiency and service quality. I thrive in fast-paced environments, excel at coordinating multiple tasks, and enjoy turning data and feedback into actionable improvements that boost performance and morale.…

Available to hire

I’m a scheduling and coordination professional with hands-on experience in call center operations and customer service. At Telikom Limited, I supported daily operations, optimized processes, and helped drive high levels of customer satisfaction. I enjoy mentoring teams, tracking KPIs, and identifying opportunities to improve efficiency and service quality.

I thrive in fast-paced environments, excel at coordinating multiple tasks, and enjoy turning data and feedback into actionable improvements that boost performance and morale.

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Language

English
Fluent

Work Experience

Call Centre Representative at Telikom Limited
June 1, 2017 - December 1, 2017
Respond to customers' queries via email and phone; resolve customer complaints professionally and efficiently; maintain accurate customer records and reports; ensure high levels of customer satisfaction; assist with scheduling, filing, and general office administration.
Call Centre - Mobile Support Team Leader at Telikom Limited
December 1, 2017 - October 1, 2025
Monitor calls and emails to ensure quality standards, compliance, and excellent customer experience; coach, train, and mentor agents to improve performance, productivity, and confidence; manage schedules, attendance, and shift planning to ensure adequate coverage; handle escalated customer complaints and resolve complex issues; track KPIs (AHT, CSAT, QA scores, adherence, productivity); prepare and present performance reports to management; support onboarding and training of new hires; motivate team to maintain high morale and engagement; implement process improvements to increase efficiency and service quality.

Education

Grade 10 Certificate at Kiunga Secondary School
January 11, 2030 - February 5, 2026
Accounting Certificate at Institute of Business Studies
January 11, 2030 - February 5, 2026
HR & Business Management at International Training Institute
January 11, 2030 - February 5, 2026

Qualifications

Add your qualifications or awards here.

Industry Experience

Telecommunications