Shadice Allen
Pickering,Ontario
Summary
Confident and personable professional with a proven track record in customer service. Demonstrates exceptional multitasking abilities, effectively managing and completing multiple tasks simultaneously to achieve goals. Committed to consistently exceeding expectations and adding value to the organization. Upholds the highest level of integrity and professionalism in all work endeavors, fostering a culture of trust and reliability.
Overview
10
10
years of professional experience
Work History
Customer Service Team Manager
Ibex Global
Portmore Jamaica
02.2018 - 11.2024
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
- Promoted customer-centric approach, leading to repeat business and referrals.
- Facilitated cross-functional team meetings to foster collaborative work environment, leading to innovative solutions.
- Decreased error rates with meticulous oversight in quality assurance.
- Managed team schedules, balancing workloads to optimize staff coverage during peak hours.
Customer Service Representative
Ibex Global
Portmore Jamaica
10.2017 - 02.2018
- Handling front-line queries from customers providing customer service and resolving customer issues
- Resolved product or service problems by clarifying the customer's complaint determining the cause of the problem and explaining the best solution to solve the problem
- Responded promptly and answered/resolved customer inquiries and complaints
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Conduent International Services
Portmore Jamaica
10.2014 - 03.2017
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
- Promoted customer-centric approach, leading to repeat business and referrals.
- Facilitated cross-functional team meetings to foster collaborative work environment, leading to innovative solutions.
- Decreased error rates with meticulous oversight in quality assurance.
Education
Diploma - Administration
Stony Hill H.E.A.R.T Academy
Kingston Jamaica01.2014
Sixth Form Diploma - Business Administration
Bridgeport 6th Form
Portmore Jamaica01.2012
High School Diploma -
Bridgeport High School
Portmore Jamaica01.2011
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Documentation
- Prioritization
- Building rapport
- Live chat support
- Filing
- Recordkeeping strengths
- Research
- Account updating
References
- Kymone Lamonth, Operation Manager, Ibex Global, 876-416-6588
Accomplishments
Award Recognition:
- Received awards for consistently achieving high team performance, including excellence in customer service, leadership, and team collaboration.
Achievements as a Team Manager
1. Top Manager for the Year: Recognized as the “Top Manager” for outstanding leadership, consistently achieving and surpassing team performance targets, including customer satisfaction, first call resolution, and operational efficiency. Awarded for demonstrating excellence in team management and driving results.
2. Best Attendance for the Year: Awarded “Best Attendance” for maintaining a perfect or near-perfect attendance record throughout the year, setting a strong example of reliability and commitment to the team’s success.
Timeline
Customer Service Team Manager
Ibex Global
02.2018 - 11.2024
Customer Service Representative
Ibex Global
10.2017 - 02.2018
Customer Service Representative
Conduent International Services
10.2014 - 03.2017
Diploma - Administration
Stony Hill H.E.A.R.T Academy
Sixth Form Diploma - Business Administration
Bridgeport 6th Form
High School Diploma -
Bridgeport High School