Kayla-Simone Brimm
Kingston
Summary
I am a Proactive Associate Manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. I assist senior managers with meeting and exceeding key performance indicators by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
- Have responsibility for the management of associate's performance and service quality.
- Develop, coach, train and motivate a team of over 15 associates, both remote and brick and mortar and planned process improvements based on key performance indicator targets.
- Produce solid and effective strategies based on the analysis and keen observation of reports so as to positively impact the bottom line.
- Organized team performance improvement plan to target bottom quartile performers through action plans. Also, via scheduled upskilling sessions.
- Identify the training needs that will equip associates with fundamental skills and knowledge.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Associate Manager
Sutherland Global
04.2022 - Current
- Oversaw training and onboarding process for all newly hired employees.
- Coordinated resources from stakeholders and mapped out project deliverables.
- Followed through with client requests to resolve problems.
- Monitored associates daily activities, trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Completed bi-weekly payroll for over 15 agents.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed and motivated employees to be productive and engaged in work.
Customer Service Supervisor
Sutherand Global
10.2016 - 04.2022
- Actively supported associates by quickly responding to questions and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
Acting Customer Service Supervisor
Mona Technology Park
04.2014 - 10.2016
- Actively supported associates by quickly responding to questions and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
Customer Service Agent
Sutherland Global
04.2013 - 04.2014
- Entered customer interaction details in system to track requests, document problems, and record solutions offered.
- Answered a large volume of customer calls with minimal wait times.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Adapted to new applications and maintained knowledge of current technologies.
- Responded to customer calls, chats and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Science in Management Studies (Accounting) -
University of The West Indies
01.2014
Skills
- Leadership Skills
- Management Skills
- Organizational Skills
- Time-management skills
- Problem Solving Skills
- Analytical Skills
- Conflict Resolution Skills
- Detail-oriented and able to handle multiple tasks simultaneously
Certification
Team Manager University, 2022, 2023, Sutherland Global
Timeline
Associate Manager
Sutherland Global
04.2022 - Current
Customer Service Supervisor
Sutherand Global
10.2016 - 04.2022
Acting Customer Service Supervisor
Mona Technology Park
04.2014 - 10.2016
Customer Service Agent
Sutherland Global
04.2013 - 04.2014
Bachelor of Science in Management Studies (Accounting) -
University of The West Indies
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