Jamila Hepburn
Havendale,Jamaica
Summary
Dynamic supervisor with over 8 years of customer service experience at Sagility, recognized for consistently achieving team goals and enhancing performance through effective coaching and mentoring. Proficient in data analysis and payroll administration, I excel in driving operational efficiency and fostering a collaborative team environment.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Supervisor
Sagility (Formerly known as HGS)
04.2016 - 04.2025
- Throughout my experience there I have been awarded top agent each month as I progressed to my promotion as supervisor.
- During the leadership roll I was able to guide my team to meeting all required goals in their call taking, attendance, surveys etc. and awarded/ acknowledged for my work.
- My roll included accepting payroll hours, tracking/ guiding performance, call listening/ review with live feedback, coaching to highlight areas of opportunity or commendation, weekly review presentations of team’s performance, monitor the queue, assist the training department with training newly hired staff, track and manage time of each employee etc.
- This journey has made be gain over 8 years of customer service experience.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Negotiated with vendors and suppliers to secure advantageous terms and pricing.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Assessed company operations for compliance with safety standards.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Analyzed key performance indicators to identify effective strategies.
- Utilized various software and tools to streamline processes and optimize performance.
Accounting Clerk
Henkel
01.2015 - 12.2015
- I acted in the roll of accounting clerk.
Education
Fundamentals of Information Technology -
Portmore Community College
12.2022
High School - English, Office Administration, Principles of Business, Social Studies, Foods and Nutrition, Information technology
Dunoon Technical High
12.2015
Skills
- Computer Literacy
- Customer Service
- Problem Solving
- Critical Thinking
- Coaching and mentoring
- Communication
- Employee training
- Performance coaching
- Payroll administration
- Quality control
- Team leadership
- Scheduling management
- Recruitment processes
- Time management
- Data analysis
- Conflict resolution
- Operations management
- Training and mentoring
- Excel, word, CRM, PowerPoint and PowerPoint experience
- Project planning
- Documentation and reporting
- Self motivation
- Goal setting
- Payroll processing
Activities
Business, Giving back, Customer service, Fashion, Working out, I take part in various fund raisers and voluntary services., Started a few small businesses which I use to help giving back., I take pride in presentation whether it be your clothing appearance or how you articulate yourself as an individual personally or within a work space., I enjoy working out and eating healthy when I can as I believe it helps with how you operate/ function daily., Good service says a lot about a company and their employees. This passion was easy for me since I believe in treating people and making them feel comfortable when you are placed in a position to assist or not.
Timeline
Supervisor
Sagility (Formerly known as HGS)
04.2016 - 04.2025
Accounting Clerk
Henkel
01.2015 - 12.2015
Fundamentals of Information Technology -
Portmore Community College
High School - English, Office Administration, Principles of Business, Social Studies, Foods and Nutrition, Information technology
Dunoon Technical High