KAREEM R. JAMES
Summary
Dynamic professional with proven leadership at Sutherland Global Services, excelling in enhancing customer experience through analytical thinking and effective communication. Recognized for driving team performance and implementing innovative strategies, resulting in improved productivity and employee engagement. Proficient in Microsoft Office, leveraging organizational expertise to achieve operational excellence.
Overview
19
19
years of professional experience
Work History
Sales Retention
Great Health Works
05.2022 - Current
- Deliver exceptional customer service to retain customers considering program unsubscribing
Technical Support
Hinduja Global Solutions
08.2020 - 05.2022
- Facilitated troubleshooting and customer service, assisting customers with home appliance issues.
Team Manager
Ibex Global Jamaica
05.2019 - 01.2020
- Micro manage a team of over 20 employees on issues of productivity, accountability, professionalism and performance.
- Review statistics daily and provide constructive feedback.
- Track and take action on personnel and payroll issues.
- Maintain accurate, current and consistent documentation on direct reports.
- Hold team meetings regularly with direct reports on matters of client changes, team performances and personal growth and development.
- Provide Subject Matter Expertise whenever needed.
Customer Experience (Quality Assurance)
Sutherland Global Services
02.2018 - 02.2019
- Monitored calls, chats, and emails for compliance and accuracy to enhance customer experience.
- Leveraged customer service expertise to evaluate practices and recommend improvements.
- Analyzed data on negative customer interactions and summarized findings in internal reports.
- Participated in calibrations with clients and Operations to identify issues and optimize processes.
- Conducted weekly coaching sessions with team members to address performance improvement areas.
- Executed additional duties as assigned to support team objectives.
Team Manager (Acting)
Sutherland Global Services
10.2017 - 01.2018
- Managed team of over 20 employees, focusing on productivity and performance accountability.
- Conducted daily reviews of statistics to deliver constructive feedback.
- Addressed personnel and payroll issues with timely interventions.
- Maintained accurate documentation for all direct reports.
- Facilitated regular team meetings to discuss client changes and personal development.
- Provided Subject Matter Expertise to enhance project outcomes.
Supervisor
ACS E-Services (Xerox)
10.2015 - 07.2017
- Manage a team of over 20 employees, in operations and production related activities/areas.
- Produce weekly reviews on the team's performance.
- Creating Action Plans aimed at assisting team members to attain desired results.
- Innovate effective strategies for Employee Recognition among Team members.
- Perform weekly call audits for team members that are outlying in a specific area.
- Conduct Call Monitoring and weekly coaching on call quality.
- Provide Reports on the production in a specific area for the Line of Business.
- Point of Contact for the Line of Business in the absence of a Manager.
- Conduct HR hearings with different staff members.
- Extensive use of the Microsoft Suite.
Customer Care Associate
ACS E-Services (Xerox)
09.2014 - 10.2015
- Managed Customer Care tasks for customers utilizing US online shopping service, Amazon.com.
Accounting Clerk
Transport Authority
07.2008 - 08.2008
- Facilitated payroll preparation for staff members.
Data Entry Technician
Inland Revenue Department
06.2006 - 08.2006
- Surpass daily quota for entry of Car Owners Title.
Education
CERTIFICATE - PRODUCTION & OPERATIONS MANAGEMENT
University of The Commonwealth Caribbean (UCC)
01.2019
CERTIFICATE (WHITE BELT) - LEAN SIX SIGMA
Six Sigma Online Institute
08.2018
ASSOCIATE DEGREE - Accounting, Caribbean Studies, Communication Studies, Management of Business
St. Jago High
06.2007
HIGH SCHOOL DIPLOMA - Biology, English Language, Mathematics, Principles of Accounting, Principles of Business, Theatre Arts, Visual Arts
St. Jago High
06.2005
Skills
- Communication skills
- Leadership abilities
- Analytical thinking
- Organizational expertise
- Attention to detail
- Creative problem-solving
- Microsoft Office proficiency
References
Upon Request
Phone Numbers
876-309-4332, 876-648-9457
Other Experience Or Leadership
- During my final year at high school I was selected to be a student council representative for my class and was shortly after selected to become an executive member in said counsel because of my exemplary leadership display. In this position, I had the opportunity of lobbying for student issues directly to the Head of the school.
- I was also Vice President for my school's drama club of which I was a part of, where I had an opportunity of overseeing the operations of the club.
- Since my appointment to the role of Team Manager I have received various accolades including an 'Employee of the Month' award as a testament to my consistent performance in carrying out my duties.
Timeline
Sales Retention
Great Health Works
05.2022 - Current
Technical Support
Hinduja Global Solutions
08.2020 - 05.2022
Team Manager
Ibex Global Jamaica
05.2019 - 01.2020
Customer Experience (Quality Assurance)
Sutherland Global Services
02.2018 - 02.2019
Team Manager (Acting)
Sutherland Global Services
10.2017 - 01.2018
Supervisor
ACS E-Services (Xerox)
10.2015 - 07.2017
Customer Care Associate
ACS E-Services (Xerox)
09.2014 - 10.2015
Accounting Clerk
Transport Authority
07.2008 - 08.2008
Data Entry Technician
Inland Revenue Department
06.2006 - 08.2006
CERTIFICATE - PRODUCTION & OPERATIONS MANAGEMENT
University of The Commonwealth Caribbean (UCC)
CERTIFICATE (WHITE BELT) - LEAN SIX SIGMA
Six Sigma Online Institute
ASSOCIATE DEGREE - Accounting, Caribbean Studies, Communication Studies, Management of Business
St. Jago High
HIGH SCHOOL DIPLOMA - Biology, English Language, Mathematics, Principles of Accounting, Principles of Business, Theatre Arts, Visual Arts
St. Jago High