Shana Williams
Portmore,St. Catherine
Summary
Hardworking individual with over 9 years of experience in the BPO industry, with a history of meeting company needs with consistent and organized practices. Also an highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Real Time Analyst
Sutherland
Portmore, St. Catherine
05.2017 - 08.2024
- Participated in meetings with department heads to discuss staff scheduling needs.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Ensure agent, Aux, violations are called out in real time.
- Analyzed customer data to identify trends and opportunities for improvement in real-time.
Customer Service Representative
Conduent
Portmore, St. Catherine
08.2015 - 03.2017
- Provided accurate information about products and services to customers
- Provided excellent customer service to resolve customer complaints in a timely manner.
Education
Level 2 Certification - Customer Service
St. Patricks Foundation
Kingston08.2015
High School Diploma/ Csec certificate -
Ascot High School
St. Catherine10.2012
Skills
- Interpersonal Communication
- Attention to Detail
- Organizational Skills
- Planning
- Teamwork and Collaboration
- Reliability
- Active Listening
Timeline
Real Time Analyst
Sutherland
05.2017 - 08.2024
Customer Service Representative
Conduent
08.2015 - 03.2017
Level 2 Certification - Customer Service
St. Patricks Foundation
High School Diploma/ Csec certificate -
Ascot High School
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