KENESHA PARKER
Manchester, Heathfield Mandeville,JM
Summary
Hardworking professional with proven critical thinking, leadership and problem-solving skills. Quick-minded, eager to learn, detail oriented and task oriented.
Overview
18
18
years of professional experience
Work History
Senior Associate (Supervisor)
Sutherland Global Services
Mandeville, JM
2018.05 - Current
- Duties includes but not limited to provide coaching and upskilling.
- Respond to escalated calls.
- Assist with driving Reward & Recognition for the team.
- Assist TM with huddle preparation and delivery and assist manager with addressing consultants' issue.
- Update team on internal and external process changes.
- Assist TM with conducting 'Getting to Know You' and Return to Work sessions and completed minimum of 4 hours of inbound calls monthly.
Acting Manager
Sutherland Global Services
Mandeville, JM
2022.01 - 2022.05
- Coach, Develop, train, and manage team members.
- Ensure motivational actions are in place and encourage frequent recognitions.
- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- Oversee and manage performance and service quality to guarantee customer satisfaction and agent advancement.
- Implement action plans for agent advancement and professional success.
- Relay important information in the form of timely and accurate report.
- Payroll for my team.
Quality Analyst
Sutherland Global Services
Mandeville, JM
2020.11 - 2020.12
- Duties includes daily audit of call reviews to inspect trends, behaviours or opportunities on call.
- To assist the site to identifying gaps with failing KPIs.
- To provide real time feedback on integrity related call outs and review escalations and provide validation.
Acting Manager
Sutherland Global Services
Mandeville, JM
2019.04 - 2019.07
- Develop, train, and manage team members.
- Ensure motivational programs are in place and encourage frequent recognitions.
- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- Oversee and manage performance and service quality to guarantee customer satisfaction.
- Relay important information in the form of timely and accurate report.
Customer Service Associate
Sutherland Global Services
Mandeville, JM
2016.10 - 2018.04
- Duties includes answering inbound calls to provide exceptional customer service to consumers.
- Respond to inquiries about products and services, processing payments, or performing general account maintenance.
- Up-selling customers to new products or services.
Accounting Clerk/Supervisor
Caldoors Windows and Doors
2013.01 - 2016.01
- Payroll
- Checking off cashiers
- Handling Customer Complaint
- Preparing Gct and end of year returns
- Preparing Statutory
- Reconciling Receivable and Payables account preparation of Lodgments
- Stock Count
- Bank Reconciliation
- Sales services when cashier not available
Accounting Clerk
SmartSoft Computer Store
2010.01 - 2012.01
- Payroll
- Checking off cashiers
- Handling Customer Complaint
- Preparing Gct and end of year returns
- Preparing Statutory
- Reconciling Receivable and Payables account preparation of Lodgments
- Stock Count
- Bank Reconciliation
Front Desk Clerk
International University of the Caribbean
2007.01 - 2008.01
- Filing
- Data Entry
- Complaint Handling
- Telephone & Front Desk Task
- Brining Lodgment to the bank
- Invigilating Exams
- Any other duties assigned
Education
Certified Accounting Technician course (CAT) - P1 Recording Financial Transaction, P2 Information Management Control, P3 Maintaining Financial Records, P5 Managing People and systems, P6 Drafting financial Statements
Institute of Professional Academy Studies (IPAS)
05.2025
CXC - Home Economics Management, History, Food and Nutrition, Mathematics, Chemistry, Human & Social Biology, social studies, English, Religious Education
Caribbean Examination Council
Skills
- Excellent Communication
- Conflict Resolution
- Ability to work under pressure
- Adaptability
- Self-motivated
- Teamwork
- Effective Decision-Making
- Willingness to help
- CRM Tools
- QuickBooks
- Microsoft Office
References
Available upon request.
Locations
- Heathfield, Mandeville, Manchester, JM
- Waltham, Mandeville, Manchester, JM
Timeline
Acting Manager
Sutherland Global Services
2022.01 - 2022.05
Quality Analyst
Sutherland Global Services
2020.11 - 2020.12
Acting Manager
Sutherland Global Services
2019.04 - 2019.07
Senior Associate (Supervisor)
Sutherland Global Services
2018.05 - Current
Customer Service Associate
Sutherland Global Services
2016.10 - 2018.04
Accounting Clerk/Supervisor
Caldoors Windows and Doors
2013.01 - 2016.01
Accounting Clerk
SmartSoft Computer Store
2010.01 - 2012.01
Front Desk Clerk
International University of the Caribbean
2007.01 - 2008.01
Certified Accounting Technician course (CAT) - P1 Recording Financial Transaction, P2 Information Management Control, P3 Maintaining Financial Records, P5 Managing People and systems, P6 Drafting financial Statements
Institute of Professional Academy Studies (IPAS)
CXC - Home Economics Management, History, Food and Nutrition, Mathematics, Chemistry, Human & Social Biology, social studies, English, Religious Education
Caribbean Examination Council