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Hi, I’m
SHAKERAH THOMAS
Escalations Management Advisor
Montego Bay,St. James
Summary
Emerging People Leader | Customer Experience Strategist | Team Development Specialist
Adaptable and solutions-oriented customer service professional with a strong focus on team support, performance improvement, and operational excellence. Known for fostering collaboration, driving engagement, and delivering results through proactive problem-solving and people-centered leadership. Consistently recognized for taking initiative and supporting business goals in dynamic, fast-paced environments.
Overview
16
years of professional experience
Work History
Cimpress Jamaica Ltd.Montego Bay, St. James
Escalations Management Advisor – Customer and CARE Escalations
12.2013 - Current
Job overview
- Draft and deliver Weekly and Monthly Business Reviews (WBR/MBR) highlighting team performance, trends, and action plans for improvement.
- Oversee day-to-day team operations in leader’s absence, ensuring service levels, KPIs, and team morale remain high.
- Plan and execute team engagement activities, fostering collaboration, motivation, and a positive work environment.
- Schedule and lead team meetings, sharing business updates, performance metrics, and recognition moments.
- Facilitate new hire onboarding sessions and act as a Point of Contact (POC) for onboarding coordination and support.
- Design and conduct training sessions and skill-up workshops tailored to address performance gaps and build team competencies.
- Collaborate with leadership to analyze KPIs and drive performance management conversations, including targeted coaching sessions.
- Resolve internal and external customer queries across multiple support channels.
- Diagnose and resolve escalated customer issues, ensuring first-contact resolution and customer satisfaction.
- Provide peer coaching and quality feedback to frontline representatives to drive service improvements.
- Develop knowledge materials to enhance frontline efficiency and reduce customer effort.
- Collaborate cross-functionally with Fulfillers, Engineers, and other departments to resolve complex customer issues.
- Manage team inboxes and ensure timely customer responses within established SLAs.
- Conduct call monitoring, assessments, and deliver feedback to improve call quality.
Cimpress Jamaica Ltd.Montego Bay, St. James
Leader-in-Training – Care Solutions and Support Slack Team
01.2022 - 03.2022
Job overview
- Scheduled and facilitated monthly employee development sessions, ensuring attendance tracking and record-keeping.
- Managed advisor scheduling and ensured adequate staffing coverage for the CARE team.
- Delivered coaching and performance feedback to advisors and specialists, partnering with CARE Leaders on behavioral interventions.
- Facilitated peer coaching sessions to support knowledge transfer and performance improvement.
- Generated and shared weekly KPI and performance reports with CSS Leadership.
- Planned and executed team engagement events and monthly team meetings.
- Supported the hiring process for CSS team interns from the CARE pool.
Cimpress Jamaica Ltd.Montego Bay, St. James
Customer Service Representative – Super High Value Team
01.2013 - 12.2013
Job overview
- Delivered world-class service to premium customers via email and phone channels.
- Identified and escalated recurring team issues for operational resolution.
- Created and shared work materials and knowledge resources with peers.
Cimpress Jamaica Ltd.Montego Bay, St. James
Customer Service Representative – Digital Domain
11.2011 - 01.2012
Job overview
- Provided high-quality service via phone, consistently meeting performance targets.
Conduent (formerly ACS, A Xerox Company)Montego Bay, St. James
Phone Escalations Supervisor
02.2009 - 08.2011
Job overview
- Supervised high-volume inbound and outbound call operations.
- Managed escalated customer situations with professionalism and care.
- Supported customers with online reservations and booking issues.
- Responded effectively to requests for products, services, and company information.
- Clarified issues to identify root causes and resolve complaints efficiently.
- Demonstrated high energy and professionalism in all interactions with clients and staff.
- Educated customers on billing, payment processing, and support policies.
Education
HEART College of Innovation & Technology
Cyber Security Essentials
10.2023
University Overview
HEART College of Innovation & Technology
Introduction to Cyber Security
04.2023
University Overview
University of the West Indies Open Campus
Supervisory Management Certificate (Distinction)
01.2017
University Overview
University of the Commonwealth Caribbean
Bachelor of Science from Human Resource Management
01.2017
University Overview
incomplete
Manchester High School
CAPE Passes from the Arts
01.2004
University Overview
Knox College High School
High School Diploma
01.2002
University Overview
Skills
- Strong Written & Verbal Communication
- Cross-Team Collaboration
- Analyzing KPI Trends
- Conflict Resolution & Escalation Management
- Customer-Centric Problem Solving
- Designing and Delivering Training Sessions
- Conducting Refresher Courses & Upskill Workshops
- Facilitating Knowledge Sharing Sessions
- Team Scheduling & Workforce Planning
- SLA & KPI Monitoring
- Business Reporting (Weekly/Monthly Business Reviews - WBR/MBR)
- Conducting Team Meetings & Briefings
- Managing Daily Operations in Leader’s Absence
- Upskilling and Talent Development
- New Hire Onboarding Facilitation
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCareer advancementHealthcare benefitsPersonal development programsPaid time offPaid sick leave401k matchWork from home option4-day work weekInterests
Nature Retreats and Hiking
Reading
Timeline
Leader-in-Training – Care Solutions and Support Slack Team
Cimpress Jamaica Ltd.
01.2022 - 03.2022
Escalations Management Advisor – Customer and CARE Escalations
Cimpress Jamaica Ltd.
12.2013 - Current
Customer Service Representative – Super High Value Team
Cimpress Jamaica Ltd.
01.2013 - 12.2013
Customer Service Representative – Digital Domain
Cimpress Jamaica Ltd.
11.2011 - 01.2012
Phone Escalations Supervisor
Conduent (formerly ACS, A Xerox Company)
02.2009 - 08.2011
HEART College of Innovation & Technology
Cyber Security Essentials
HEART College of Innovation & Technology
Introduction to Cyber Security
University of the West Indies Open Campus
Supervisory Management Certificate (Distinction)
University of the Commonwealth Caribbean
Bachelor of Science from Human Resource Management
Manchester High School
CAPE Passes from the Arts
Knox College High School
High School Diploma
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