Leonette Style
Kingston
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
CUSTOMER RELATIONS AGENT
Unicomer Jamaica Limited
10.2023 - Current
- Leveraged and maintained in-depth understanding of product
information, providing knowledgeable responses to diverse
questions. - Promoted superior experience by addressing customer
concerns, demonstrating empathy, and resolving problems
swiftly. - Following up with multiple departments to ensure customers’
issues are fully resolved and updating customers accordingly. - Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
QUALITY ANALYST
Sutherland Global Services
11.2021 - 05.2022
- Evaluated interactions between consultants and customers to assess personnel performance and customer satisfaction.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Provided daily updates to production team on process/policy changes.
- Collaborated with Service Delivery leaders to provide behavioral coaching and assist with creation and maintenance of quality training.
- Achieved Top Quality Assurance Metrics and Reporting Specialist in February 2019.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Recorded findings of inspection process, collaborating with quality team to implement corrective actions. - Created and revised procedures, checklists and job aids to reduce errors.
- Analyzed quality and performance data to support operational decision-making.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
VIRTUAL TRAINING FACILITATOR
Sutherland Global Services
10.2021 - 11.2021
- Designed effective training sessions for trainees to achieve company metrics within nesting periods (ranging from 30-90 days).
- Coached and mentored trainees on handling customer interactions.
- Educated trainees on organizational mission and goals to help employees achieve success.
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Facilitated virtual, in-person and blended learning sessions.
Trained and mentored over 30 new personnel hired to fulfill customer support roles. - Utilized variety of instructional design methodologies to create effective learning experiences.
QUALITY ANALYST
Sutherland Global Services
02.2021 - 05.2021
- Evaluated interactions between consultants and customers to assess personnel performance and customer satisfaction.
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity. - Provided daily updates to production team on process/policy changes.
- Collaborated with Service Delivery leaders to provide behavioral coaching and assist with creation and maintenance of quality training.
- Achieved Top Quality Assurance Metrics and Reporting Specialist in February 2019.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Recorded findings of inspection process, collaborating with quality team to implement corrective actions. - Created and revised procedures, checklists and job aids to reduce errors.
- Analyzed quality and performance data to support operational decision-making.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
VIRTUAL TRAINING FACILITATOR
Sutherland Global Services
05.2021 - 07.2021
- Designed effective training sessions for trainees to achieve company metrics within nesting periods (ranging from 30-90 days).
- Coached and mentored trainees on handling customer interactions.
- Educated trainees on organizational mission and goals to help employees achieve success.
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Facilitated virtual, in-person and blended learning sessions.
Trained and mentored over 30 new personnel hired to fulfill customer support roles. - Utilized variety of instructional design methodologies to create effective learning experiences.
ACTING TEAM MANAGER
Sutherland Global Services
06.2020 - 01.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Administered monthly reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures
Facilitated weekly meetings to communicate team performance goals and results. - Maintained competitively low shrinkage rate among team members.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
QUALITY ANALYST
Sutherland Global Services
09.2016 - 05.2020
- Evaluated interactions between consultants and customers to assess personnel performance and customer satisfaction.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Provided daily updates to production team on process/policy changes.
- Collaborated with Service Delivery leaders to provide behavioral coaching and assist with creation and maintenance of quality training.
- Achieved Top Quality Assurance Metrics and Reporting Specialist in February 2019.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Created and revised procedures, checklists and job aids to reduce errors.
- Analyzed quality and performance data to support operational decision-making.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
ACTING SUBJECT MATTER EXPERT
Sutherland Global Services
10.2015 - 07.2016
- Increased efficiency and productivity through reverse coaching regarding customer service protocols and call resolution techniques.
- Aided team members on how to successfully handle difficult interactions while maintaining professionalism.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
CONSULTANT
Sutherland Global Services
12.2014 - 10.2015
- Leveraged and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Awarded Top Performing Agent (2015-2016).
- Awarded Best Attendance Certificate (2015-2016).
- Recognized as Most Reliable Agent (2015-2016).
PRODUCTION WORKER
Barco Caribbean Limited
07.2013 - 12.2014
- Packaged, inspected, and labeled products according to company's standards.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Used equipment properly to avoid workplace hazards or injuries.
Volunteered for additional assignments during peak work periods to keep tasks on schedule. - Met production targets and tight deadlines by collaborating closely with team members.
Education
Bachelor of Science - Business Administration
UNIVERSITY OF THE COMMONWEALTH CARIBBEAN
Jamaica08.2028
High School Diploma -
St. Andrew High School For Girls'
Jamaica06.2010
Skills
- Leadership
- Employee coaching
- Job training
- Public speaking
- Strategic thinking
- Impeccable Customer Service
- Outstanding Oral and Written skills
- Emotional intelligence
- Microsoft Office Suite
- Lean Six Sigma White Belt Certified
Timeline
CUSTOMER RELATIONS AGENT
Unicomer Jamaica Limited
10.2023 - Current
QUALITY ANALYST
Sutherland Global Services
11.2021 - 05.2022
VIRTUAL TRAINING FACILITATOR
Sutherland Global Services
10.2021 - 11.2021
VIRTUAL TRAINING FACILITATOR
Sutherland Global Services
05.2021 - 07.2021
QUALITY ANALYST
Sutherland Global Services
02.2021 - 05.2021
ACTING TEAM MANAGER
Sutherland Global Services
06.2020 - 01.2021
QUALITY ANALYST
Sutherland Global Services
09.2016 - 05.2020
ACTING SUBJECT MATTER EXPERT
Sutherland Global Services
10.2015 - 07.2016
CONSULTANT
Sutherland Global Services
12.2014 - 10.2015
PRODUCTION WORKER
Barco Caribbean Limited
07.2013 - 12.2014
Bachelor of Science - Business Administration
UNIVERSITY OF THE COMMONWEALTH CARIBBEAN
High School Diploma -
St. Andrew High School For Girls'
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