Celina Archibald
Summary
Organized and adaptive professional skilled in navigating diverse environments. Committed to understanding in-house operations and fulfilling job requirements. Strong communicator and collaborative team member focused on delivering quality results. Embraces new experiences as opportunities for growth, consistently contributing calmness, confidence, and creativity to the workplace.
Overview
9
9
years of professional experience
Work History
Associate Management (Team Manager)
Sutherland Global Services
03.2022 - 01.2026
- Developed and implemented effective campaigns geared towards delivering on business goals or targets.
- Collaborated with service delivery to identify growth opportunities and develop actionable strategies for implementation.
- Communicated progress of daily, weekly, and monthly initiatives to internal and external stakeholders, ensuring alignment and transparency.
- Coached and developed associate agents and subject matter.
- Collaborated with colleagues to streamline workflows and improve team efficiency.
Senior Associate (Supervisor)
Sutherland Global Services
09.2019 - 02.2022
- Assisted in managing team of 16-40 individuals to achieve client-related KPIs.
- Coached and provided feedback based on real-time audits to identify performance trends.
- Addressed challenging customer issues with real-time support.
Quality Analyst
Sutherland Global Services
05.2020 - 09.2021
- Performed data analysis to evaluate data validity and identify trends.
- Extracts and analyzes information from multiple databases and sources.
- Retrieves and communicates clients coaching feedback to appropriate resources.
Customer Service Associate
Sutherland Global Services
09.2016 - 09.2019
- Troubleshot customer problems, identified root causes, and utilized appropriate tools and resources for resolution.
- Processed high volume of consumer inquiries, resolving targeted percentage effectively.
- Met job standards, including quality benchmarks, schedule adherence, and average handle time.
Education
CXC - CSEC passes
Manchester Institute
Manchester , JASkills
- Team management
- Strategic planning
- Employee mentorship
- Conflict resolution
- Well-organized
- Focused
- Adaptive
- Observant
- Team player
- Open communicator
- Hardworking
- Confident
- Competent
- Passionate
- Receptive
Hobbies and Interests
- Aesthetics
- Painting & Textile Media
Timeline
Associate Management (Team Manager)
Sutherland Global Services
03.2022 - 01.2026
Quality Analyst
Sutherland Global Services
05.2020 - 09.2021
Senior Associate (Supervisor)
Sutherland Global Services
09.2019 - 02.2022
Customer Service Associate
Sutherland Global Services
09.2016 - 09.2019
CXC - CSEC passes
Manchester Institute