Mickella Clarke
Summary
Dynamic professional with extensive experience at Conduent, offering several years excelling in Human Resource Management, team leadership and customer relationship management. Proven track record in enhancing operational efficiency and driving employee performance through effective training programs. Skilled in conflict resolution and quality assurance, consistently achieving high client satisfaction rates and fostering a motivated work environment.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Assistant Manager- Human Resources
Conduent- United Parcel Service Account
Montego Bay, St. James
07.2023 - 11.2025
- Coordinated training programs for new team members on company policies.
- Developed process improvement initiatives to enhance operational efficiency.
- Managed recruitment processes for diverse roles within the UPS account.
- Addressed employee relations issues, fostering a positive workplace culture.
- Organized recruitment drives to attract potential candidates for open positions.
- Assisted in the administration of employee benefits plans such as health insurance or retirement savings accounts.
Customer Care Supervisor
Conduent- United Parcel Service Account
Montego Bay, St. James
06.2020 - 06.2023
- Led a team of 35 customer service representatives to consistently meet and exceed service quality standards.
- Developed and implemented training programs that improved employee performance and customer satisfaction.
- Managed conflict resolution strategies that effectively addressed customer concerns and enhanced the company's reputation.
- Collaborated with management to optimize performance metrics, and ensure compliance with service protocols.
- Spearheaded initiatives that motivated staff and increased team morale, resulting in a more productive work environment.
Customer Care Supervisor
Conduent-Delta Airlines Account
Montego Bay, St. James
09.2018 - 05.2020
- Directed customer interactions, resolving escalated issues to maintain high client satisfaction rates.
- Monitored service metrics and provided actionable insights to improve team performance and customer experience.
Quality Assurance Analyst
Conduent-Delta Airlines Account
Montego Bay, St. James
01.2017 - 09.2018
- Evaluated quality assurance processes to identify areas for improvement, increasing operational effectiveness.
- Conducted audits of service interactions and provided feedback for staff development and quality enhancements.
- Assisted in training new team members on quality assurance protocols.
- Communicated regularly with management to discuss quality trends.
Customer Care Representative
Conduent- Delta Airlines Account
Montego Bay, St. James
05.2016 - 01.2017
- Addressed customer inquiries and concerns while delivering timely resolutions to foster customer loyalty.
- Collaborated with team members to refine processes and improve overall customer service experience.
Teacher
The Learners Centre
Montego Bay, St. James
10.2013 - 04.2016
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Fostered student curiosity and interest through creative hands-on activities.
- Improved students' analytical skills by introducing state-of-the-art computer program technologies.
- Boosted cultural awareness by incorporating children's literature from world cultures.
- Developed and implemented educational curricula to support student learning and engagement.
- Assessed student progress and provided constructive feedback to ensure academic growth.
Education
Bachelor of Science - Accounting And Financial Management
University of The Commonwealth Caribbean
01.2019 - 12.2022
High School -
Cambridge High School
Montego Bay, St. James 09.2009 - 07.2013
Skills
- Employee counseling
- Team leadership
- Quality assurance
- Performance metrics
- Customer relationship management
- Conflict resolution
- Employee training
- Time management
- Critical thinking
- Talent acquisition
- Compensation and benefits
- Recruitment
- Onboarding and orientation
- Benefits administration
References
Available upon request
Timeline
Assistant Manager- Human Resources
Conduent- United Parcel Service Account
07.2023 - 11.2025
Customer Care Supervisor
Conduent- United Parcel Service Account
06.2020 - 06.2023
Bachelor of Science - Accounting And Financial Management
University of The Commonwealth Caribbean
01.2019 - 12.2022
Customer Care Supervisor
Conduent-Delta Airlines Account
09.2018 - 05.2020
Quality Assurance Analyst
Conduent-Delta Airlines Account
01.2017 - 09.2018
Customer Care Representative
Conduent- Delta Airlines Account
05.2016 - 01.2017
Teacher
The Learners Centre
10.2013 - 04.2016
High School -
Cambridge High School
09.2009 - 07.2013